Embracing a Growth Mindset
Introduction
Whether you're an anxious parent or someone in a leadership position responsible for creating lasting change
I became a mother when my wife and I adopted Cooper as an infant, and the changes I made as a mother had a significant impact on my success in training sales representatives and their leaders. Whether we’re parenting or coaching sales representatives in the field, engineering long-term, sustained change –not the short bursts that disappear the minute you turn your back – is one of the hardest challenges we face. Mindset plays a crucial role in determining success, as perceptions and beliefs about one's abilities can either limit potential or propel individuals toward greatness.
The Emotional Component
Creating change involves both rational and emotional elements, yet the emotional aspect is often overlooked when making rational arguments for change. My desire to do things right when it came to being Cooper’s Mom, supercharged my growth mindset. Drawing from the lessons learned through motherhood, such as presence, patience, and perspective, I have successfully built stronger bonds with sales professionals and supported their continuous growth.
Meet Taylor
I was working in the field with Taylor (not her real name), a highly successful specialty sales representative recognized as a top performer by peers and leadership alike. Taylor narrowly missed winning the President's Club award and trip by placing eleventh in her division the previous year. Identifying areas of improvement in top sales performers can be more challenging because they are already highly skilled and achieving strong results. However, pinpointing specific areas for growth is still important.
Recognizing Taylor's immense potential to rank among the top performers, I engaged in close observation of her sales process and interactions and active listening
Presence: Be There
“Nobody cares how much you know until they know how much you care.” And nothing says “I don’t care” louder than making someone feel like they’re a distraction. To make representatives feel valued, being fully present when working with them is essential. Just as my son reminded me of the significance of being in the moment, representatives require undivided attention. By eliminating distractions and actively listening, meaningful connections can be established. Through this approach, I uncovered Taylor's aspirations to better serve healthcare providers for patients and be recognized as one of the best, which she associated with winning the President's Club award and the upcoming trip to Hawaii.
Patience: Be Quiet
As we headed to our third office, I asked Taylor about the behaviors that were contributing to her success. Then, I inquired about her thoughts on closing. Taylor smiled and acknowledged that I had quickly discovered her Achilles Heel. In the past, I might have used this as an opportunity to explain why closing is important and how to do it correctly. However, I've learned that in coaching, as well as parenting, it's crucial to resist the urge to provide immediate answers. This is what I call avoiding the "show and tell" approach, where we tell someone what they're doing wrong and then show them how we would do it. It’s important to recognize that sales execution gaps are primarily behavioral in nature, so neglecting the behavioral toolbox is a significant mistake. Everyone requires their own reliable set of go-to behaviors to support lasting change. What works for me may not work for Taylor, and similarly, sales representatives will need their own toolkits for sustained behavioral change
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Perspective: Be Curious
Recognizing that representatives bring their authentic selves to work allows for adaptation and the establishment of personal connections. Each person has distinct motivations and rhythms, and staying curious and open enables the customization of training approaches. When Taylor described her struggle with closing as her "Achilles Heel," I resisted the urge to immediately help her solve the problem. Instead, I asked her why she chose the words Achilles Heel. Taylor said she believed she was strong in all other aspects of selling but hated closing. When I explored what she specifically hated about closing she expressed a strong aversion to the feeling of closing, perceiving it as "too salesy" and forced. She didn't want her healthcare providers to view her as artificial or overly aggressive.
When Growth Mindset Ignites
Although Taylor understood the importance of closing, she lacked the emotional connection needed to change her approach, leading to a fixed mindset where success seemed unattainable. I asked her if a more natural and less forced way of closing would help her achieve her goals of assisting providers in meeting their patients' needs.
While she acknowledged the benefit, she expressed difficulty in implementing it, saying, "I've tried but I can't seem to do it." I assured her, "You can't do it yet, but I believe you can." I asked if it was worth trying something new to be perceived as a partner by her customers and make progress toward that trip to Hawaii. Together, we practiced a trial close technique, which Taylor embraced and implemented throughout the day. As a result, her confidence grew, her closing abilities improved, and she enjoyed the positive responses. The trial close quickly became her go-to strategy, making closing her default behavior.
The Power of "Yet"
The power of "yet" lies in its ability to shift from a fixed belief in limitations to a growth mindset that recognizes the potential for improvement and learning. When we say, "I can't do it," we are essentially closing the door on any possibility of growth. By adding "yet" to statements like "I can't do it," individuals acknowledge that progress is possible with effort and perseverance. Embracing challenges and setbacks as opportunities for growth and development becomes easier. For Taylor, the power of "yet" played a significant role in her breaking free from a fixed mindset and embracing her potential for growth.
Conclusion
Regarding Taylor's outcome, I received a postcard from Hawaii with two words on it: "Aloha. Thanks." By embracing a growth mindset Taylor achieved greater success and personal development as a sales representative. This made me smile as I contemplated sharing with her that the thanks belong to my 7-year-old and the invaluable lessons he continues to teach me.
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