Dentists on board - s3. · PDF fileThe hidden paTh To sales success: How an inward reflection...

The hidden paTh To sales success: How an inward reflection can affect outward performance

Dentists on board

social media: a necessary

tool for your customers’ success?

For dental sales professionals march, 2012

A partnered publication with Dental Sales Pro • www.dentalsalespro.com

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www.firstimpressionsmag.com : First Impressions : March 2012 : 3

March 12content

The Hidden Path to Sales SuccessHow an inward reflection can affect outward performance ......................p.4

Quick BytesFirst Impressions will profile the latest developments in software and gadgets that reps can use for work and play. .......................p.8

Dentists on boardSocial media: a necessary tool for your customers’ success? ......................p.10

WindshieldTime .......................................................................................p.18

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“ i worked with my sales rep to get a special on whiteners and then went on Facebook and sold 400 boxes in no time.”

– ashley curington, dds

4 : March 2012 : First Impressions : www.firstimpressionsmag.com

sales

Yet, the vast majority remain at a level best de-scribed as “ordinary.” They never make the transition to being a true master of their craft. In spite of their desire to excel, few do.

The reason is that they take the wrong path to sales success. Only a few discover the hidden path to sales success.

Let me illustrate. I have had these kinds of conversations in almost every training session that I have done: A salesperson is concerned about an issue in one of his accounts. It could be that he can’t unseat the competition, or that he’s at risk of losing the business, or that he can’t gain an audience with the right people, or that he’s constantly asked to reduce his price, etc. The list is without limit. There are as many variations on the theme as there are salespeople.

But, while the specifics vary, they almost always revolve around the same themes.

There is a problem in an account. Someone won’t do what the salesperson wants them to do. The ques-tion, in one form or another, is always, “How do I get them to do what I want them to do?” The focus is always on the account, the other people, the things outside of the salesperson that he/she wants to influence.

I don’t think I have ever had a salesperson ask me in these encounters, “How can I change myself in such a way as to impact this situation?” And therein lies the problem.

looking inwardSalespeople almost exclusively focus on those things that exist outside of themselves – the pros-pects, the customers, the politics, the products, the price, etc. They

focus on the externals. And as long as they do that, they will be forever stymied in their desire to become exceptional performers.

They will never reach their potential until they begin to focus inside – on changing and improving themselves. The hidden path to sales success is the

“path less traveled,” the path that traverses the bumpy geography of self-growth and self-improve-ment – the inward path.

When salespeople focus on self-growth and self-improve-ment, those changes that they make naturally ooze out and im-pact the people and the world around them. To improve your results, improve yourself.

A salesperson recently shared this scenario. He had been trying to penetrate an account in which he had some business, but was a minor player. One or two other

competitors dominated the account. He had difficul-ty even getting an opportunity to present his solu-tions. He saw his problem as external – the politics, processes and personalities in this account.

I talked with him about his ability to nurture pro-fessional business relationships, to uncover hidden concerns and obstacles via effective questioning, to empathize with the key decision makers. In other words, my conversation was about his competencies (internal) instead of the account’s specifics (exter-nals). If he could improve himself to the point where he was more competent at these sales fundamentals,

By Dave Kahle

The Hidden Path to Sales Successhow an inward reflection can affect outward performance

in my 20-plus years of educating salespeople, I have encoun-tered tens of thousands of salespeople. The vast majority want to do better. They want the benefits of greater success: Increased income, greater respect from their peers and

managers, and increased self-confidence.


sales

he would be more effective in that account, and the problems he expressed would gradually decrease.

He saw the problem as existing outside of him-self (external). I saw the solution coming as a result of improving himself (internal).

As I reflect on the thousands of these kinds of conversations that I have had with salespeople and sales leaders, I have concluded that the conversations almost always follow that pattern. They present an external problem, and I reply with an internal solution.

The obvious question pops to the surface. Kahle, is it you? Am I so far outside of the mainstream of re-ality that I am misleading the people I’m supposed to be helping?

Honestly, I don’t think so. The concept of reach-ing your fullest potential, of making your greatest mark on this world, by focusing internally instead of externally is a position that all of the world’s great-est thinkers, from King Solomon thousands of years ago, to Mahatma Gandhi in more modern times, have espoused.

I’ll often share this quote from James Allen in my seminars:

“Men are often interested in improving their circumstance, but are unwilling to improve them-selves, they therefore remain bound.”

Clearly, unequivocally, the path to achievement and fulfillment is an internal, not an external one. What is true for our lives is true for our professions, and is true for our jobs as salespeople.

The fewYet so few salespeople understand that. I’ve often shared this observation: In any randomly selected group of 20 salespeople, only one has spent $25 of his own money on his own improvement in the last 12 months. Not coincidently, the same ratio is used to define the superstars of the profession. Five percent (one of 20) of the sales force produce approximately 50 percent of the sales.

In a world of externally-focused colleagues and competitors, it is the 1 in 20 salesperson who chooses the hidden path to excellence. These are the people who understand this principle, and who consistently and willfully act on it. They are the ones

who buy the books, go to the seminars, listen to the audios, and watch the videos – all in a re-lentless quest to improve them-selves, understanding that the only lasting path to excellence is the hidden path of internally focused self improvement. And these are the people who inevi-

tably rise to the top of the profession. The same can be said of organizations. Very few

sales organizations understand that. They expect their salespeople to learn on the job, and look at investing in their development and improvement as a discretion-ary cost, rather than a fundamental strategic initiative.

Study the leading companies in any industry and you’ll find that those who lead the industry are always those who most consistently invest in devel-oping the skills and competencies of their people.

Let the rest of the world charge into the world intent on wreaking their will on people and circum-stances, oblivious to the real path to success. The savvy professionals – both companies as well as in-dividuals – focus on changing themselves. It’s the hidden path to sales success. Fi

To commEnT on THIS arTIclEclick here

study the leading companies in any industry and you’ll find that those who lead the industry are always those who most consistently invest in developing the skills and competencies of their people.

Dave Kahle has trained tens of thousands of distributor and B2B salespeople and sales managers to be more effective in the 21st Century economy. He’s authored nine books, and presented in 47 states and seven countries. Sign up for his weekly Ezine, or visit his blog, at www.davekahle.com.

Information above is for you, a business entity, and not for patient distribution.©2012 JPMorgan Chase & Co. All rights reserved.

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editor’s note: Technology is playing an increasing role in the day-to-day business of sales reps. In this department, First Impressions will profile the latest developments in software and gadgets that reps can use for work and play.

Keyboard dock for android tabletOne of the biggest things that deters people from rely-ing on tablets is the lack of a convenient physical key-board. Now, Taiwan-based Asus is attacking this issue with a new Android-based tablet and accompanying keyboard dock. According to the Wall Street Journal, this 10-inch tablet, called the Eee Pad Transformer Prime, starts at $499, the same price as the market lead-er, Apple’s iPad 2. But it has twice the memory – 32 gi-gabytes. The keyboard dock, with an additional battery and added ports, is an optional extra for $149. The new Asus has another notable feature: It is the first tablet to use a new processor from chip maker Nvidia, which has four cores, double what other recent tablets use.

When your phone gets swipedHow many times have you left your phone some-where, only to find it has disappeared? Have you ever wondered if somebody’s snooping around in your cell phone when you leave it unattended? Muzeme Inc. has developed Lockguard, a piece of software that detects, logs and reports any unauthorized accessing attempt of your Android phone. Lockguard detects and logs successful and unsuccessful unlocking attempts (date, time, location – network-based GPS coordinates), and captures audio from the environment as well as pho-tos and videos through the front facing camera (beta). Following the unlocking attempt, Lockguard can trig-ger a combination of the following actions: 1) send SMS and GPS coordinates to a phone number pre-set by the user, 2) send an e-mail and GPS coordinates to an e-mail address pre-set by the user, 3) record sound from the environment for a user-defined period of time and attach the audio file to the e-mail notification, or 4) start ringing an alarm pre-set by the user.

smartphone cyber securityPerhaps not surprisingly, the National Cyber Secu-rity Alliance reports that smartphone users have a false sense of cyber security about their devices. Research by the Alliance and software security company McAfee found that 72 percent of Ameri-cans have never installed data protection applica-tions or security software on their smartphones in order to protect them against data loss or viruses and malware. This despite the fact that 44 percent of Americans use smartphones to access the In-ternet, 32.5 million Americans access banking in-formation via mobile devices, and 24 percent of consumers store computer or banking passwords on their mobile devices. More than half of smart-phone users do not use any password protection to prevent unauthorized device access.

For the fat of fingers…Anastasia Durden saw an opportunity to help mil-lions of people when she found a solution to her husband’s frustration with typing on his phone because of his larger finger size. The width of a typ-ical human finger is 10mm, which is relatively large when compared to the size of most keyboards on mobile electronic devices. The iDigiTip from Apop-ka, Fla.-based Objects of Perfection can be worn on any finger or thumb to allow users to maintain familiar movements while enhancing their experi-ence with electronic devices for more accurate re-sults. The device is also said to be the ideal accessory for people with long nails, as well as senior citizens and people with limited dexterity, medical profes-sionals, and retailers (including those who work in the food service industry). Fi

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Dentists on board

if your dental customers aren’t connected on Facebook or YouTube – if they’re not texting or tweeting – they may be missing a

huge opportunity to connect with their patients and colleagues. Particularly as more professionals learn to navigate the social media scene, it’s becoming an increasingly acceptable – and necessary – tool for branding oneself within the dental community.

social media: a necessary tool for your

customers’ success?

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Ashley Curington, DDS, owns a dental practice in Buford, Ga. But, whether her patients are down the street or away at college, halfway across the country, she makes sure she’s never far from their thoughts. She swears by Facebook. “Facebook helps me connect with my patients on a personal level, which is what sets dentists apart from one another,” she says. “If I see that a patient’s dog has died – or that his or her child has won a trophy – I can send my condolences or congratulations. And, I can go the extra step for my patients by sending a gift bas-ket.” In fact, upon learning about one patient’s death on Facebook, she immediately Facebooked the pa-tient’s daughter to express her sympathy. “I told her

about my favorite memories of her mother,” she says. Never mind that Curington never met the daughter, who lives in another state. “Facebook connects you all over the globe!”

Granted, it took a concerted effort on Curing-ton’s part to become comfortable using social me-dia. But, she is confident that her investment has been worthwhile. “Today, I have 13 computers in my office, but I’ve had to learn my way [around them],” she points out. “My husband, Mark Anthony (an at-torney), worked for the Yellow Pages for many years. As more people turned to Facebook, e-mail, Twitter, texting and YouTube, he [came on board].” And he brought her with him, she adds.

“We see a lot of children at our practice, so I always follow our local schools on Facebook,” she

says. “We also have iPads at our front desk. We show every patient how to check in using the iPad.” Patients are discovering this is a convenience, she points out. By typing in the first three letters of their first and last name – and following a series of prompts – patients can update their history more quickly than if they must write out the informa-tion. “All of the patient’s information on the iPad is integrated with the desktop computer, so my staff has all of the [necessary] history,” she adds. Because Anthony is an attorney, he prefers that Curington retain her older patients’ paper files as well, but that’s only for “litigation reasons,” she notes. “For my newer patients, I only have electronic charts.”

it’s a mustCurington is adamant that “every dentist seeing patients” should have a Facebook page – as well as access to all of the other social media tools. “Any mom with a child under 20 will tell you that she talks to her child by texting,” she says. “Even for dentists who only see adult patients, there are grandparents using Facebook now. I have patients who are grand-parents and say they would never talk with their grandchildren if they didn’t use Facebook! I check my Facebook page all night long.” Indeed, she re-cently has connected with patients in Arizona, Cali-fornia and New Orleans on Facebook. “Someone in Arizona tagged her brother who was coming into town from a mission, and he Facebooked me for an appointment,” she says.

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“We see a lot of children at our practice, so i always follow our local

schools on Facebook.”– ashley curington, dds

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Dentists can use the Internet to advertise ser-vices, just as retailers do, according to Curington. “Stores, cruise lines and grocery stores all go online to advertise last-minute specials,” she points out. “Dentists can do the same thing. We can go online and [advertise] that if our patients’ kids are coming home for Christmas, we only have a certain number of openings left.” Patients can text their kids about scheduling their appointments – online, of course. “My patients can request their appointment online with a specific dentist or hygienist,” she says.

Fun with FacebookFor Curington, using social media is very much about providing good healthcare and running her business efficiently. At the same time, she’s had some fun with it. “I wanted my patients to have a white Christmas,” she says. “I worked with my sales rep to get a special on whiteners and then went on Facebook and sold 400 boxes in no time. Patients were saying, ‘I’m due for an appointment. I’ll schedule that and pick up my bleach while I’m there.’”

Then there was her 13 Days of Christmas special she offered to patients. “When patients came in [last Christmastime], they could enter their name for a chance to win a prize.” And, these were prizes worth winning, such as an iPhone and $500 gift cards to Target, she points out. Each eve-ning at 6:00 p.m., she would post a video of her son picking the winner’s name on Facebook and Twitter. Non-winners who wrote on her wall, “I love my den-tist, Ashley Curington,” received another chance to win a prize.

“I had patients watching online to see if they won,” says Curington. “Then they could watch a vid-eo of me delivering the prize to the patient. The first

night I went to deliver the iPhone, and the patient was at a dinner party. I crashed the party!” And while she didn’t find the patient, who had already left the party, she certainly got her patients’ attention – as well as 2,700 Facebook hits that week. “I had kids texting me that they were in class that evening but would be watching [the online video]. By getting out of the office and connecting with my patients and their families, I show them my human side.”

in practiceIf social media is proving to be a good means for den-tists to connect with patients, why not use it to con-

nect with other dentists and staff? About a year ago, Mojan Safavi, DDS, experienced some key staff changes at her McKinney, Texas-based practice. After placing ads in the local newspaper and on-line for an office manager, she quickly learned that there’s much more to hiring than she imagined. Watching from the sidelines, her husband, Feridoon Amini, as-sessed the inefficiency of the hir-ing process. “The difficulty is that there are so many good candi-dates available,” he recalls. And while that suggests greater op-portunity for dentists to find the perfect match for their practice, it also means having to sift through an endless number of resumes, which may or may not accurately reflect a candidate’s skill set. “Peo-

ple exaggerate on their resume,” he says. “They do what they need to do to get their foot in the door.”

An IT specialist, Amini recognized an opportu-nity to help his wife better manage her business while providing a service for dentists and dental professionals to connect with the others in the in-dustry. He set out to create a software platform – DentalSpots.com – designed to help dentists run

“i worked with my sales rep to get a special on whiteners and then went on Facebook and sold 400 boxes

in no time.”– ashley curington, dds


social media

To commEnT on THIS arTIclE------------------------------click here

their business more efficiently. First and foremost, his goal was to tackle the issue of helping dentists looking to hire new staff find the right fit – and vice versa. The craigslist of the dental industry, Dental-Spots.com offers dentists tools for quickly review-ing candidates’ skills. “Rather than checking his or her e-mail and finding hundreds of resumes to print out, dentists can review resumes at a glance on DentalSpots.” In fact, job-candidates also have the option of adding an audio or video resume. “We’ve found that written resumes are not always the best measure of a person’s qualifications,” he

points out. “Sometimes one comes across better audibly or visually. And, personality can be very im-portant.” Once dentists and job-candidates are en-tered into the DentalSpots.com system, they have an option to rate dentists or candidates they have worked with – the goal being to help both sides find the best fit.

DentalSpots.com also helps people who are re-locating to another part of the country find open-ings in a new practice. “We noticed that a large num-ber of people are moving from California to Texas,” says Amini. “DentalSpots offers a way for people to connect with potential employers.” Likewise, den-tists can reach out to prospective employees to let them know they are opening a new office, he adds.

“Whether or not someone needs a job right now, DentalSpots offers a way to network and get expo-sure.” It’s also an opportunity for dentists to gain ex-posure, he points out. “We look at this as a human resource tool for dentists.”

more to comeAmini notes that he and his development team of IT professionals take user feedback very seriously. “We want this site to be user-driven,” he says. “Based on feedback we receive, we update [our system and tools] every couple of weeks.”

Indeed, he looks forward to releasing several new tools in 2012:

• community. Allows dentists and dental professionals to discuss new technology and dental issues online. In addition, offers dentists a secure site for referring patients to specialists.

• marketplace. Enables vendors to reach out to dentists with new products and services.

• practice advisor. Offers suggestions to dentists for running their business.

• online education. Offers video training and an opportunity for dentists to earn CE credits.

Also in 2012, Amini plans to implement a patient-relationship management site – a sister-site to Den-talSpots, called ChooseYourDentist.com. “This site will help patients look at dentists in their area and make informed decisions about choosing their [pro-vider],” he says. In addition, Amini is “experimenting with the idea” of offering online reverse auctions. Fi

dentalspots.com also helps people who are relocating to another part of the country find openings in a new

practice. “We noticed that a large number of people are moving from california to Texas. dentalspots offers a way

for people to connect with potential employers.”– Feridoon amini

customer satisfaction increased income repeat sales conVeniencesimplicitY saVinGs smart customer satisfaction increased income smart repeat sales conVenience simplicitY saVinGs smart customer satisfaction

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WindshieldtimeChances are you spend a lot of time in your car. Here’s some automotive-related news that might help you appreciate your home-away-from-home a little more.

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Rebuilt engine vs. new car Buying a new car might sound great in theory but in these uncertain economic times, it might not be the right investment. Other options, such as repowering your current engine, may be a much better economic decision to keep new car costs at bay, according to the Engine Rebuilders Council. With repowering, a vehicle’s engine or an identical one from another like-vehicle is completely disassembled, cleaned, machined and remanufactured/rebuilt. Unlike used or junkyard engines with an unknown performance and maintenance history, remanufactured/rebuilt engines are dependable, reliable and backed by excellent warranty programs, according to Council Chairman Ken Carter.

Traffic deaths downTransportation Secretary Ray LaHood announced that 2010 fatality and injury data showed that highway deaths fell to 32,885 for the year, the lowest level of an-nual traffic fatalities in more than six decades, accord-ing to a report in the New York Times. The decline was notable, the department said, because it occurred in a year when American drivers traveled roughly 46 bil-lion more miles than they did in 2009. The rate of road fatalities in the United States has been trending down-ward for five years, according to the National Highway Traffic Safety Administration. Deaths in crashes involv-ing drunken drivers dropped 4.9 percent, claiming 10,228 lives compared to 10,759 in 2009.

help for used-car buyersExperian Automotive launched the AutoCheck® Mobile for Consumer(sm), an app providing used car buyers access to AutoCheck vehicle history reports through Android and iPhone devices. AutoCheck vehicle history reports are said to enable used car buyers to under-stand a vehicle’s past, including reported accidents, odometer issues, title brands, frame-damage an-nouncements and other information. AutoCheck Score® allows consumers to compare a vehicle’s his-tory with others in the same class to further reduce the risk of buying a vehicle with potential problems.

When to replace your tiresThere’s no hard and fast expiration date for tires, and that makes the decision to replace them difficult, ac-cording to Edmunds.com. Factors that can accelerate a tire’s deterioration include excessive heat and erratic driving conditions. Even a spare tire can be at risk, es-pecially if it’s been exposed to degenerative elements like water, dirt or extreme heat. Some carmakers rec-ommend that drivers replace their tires six years af-ter their production date, regardless of tread life. Tire manufacturers, meanwhile, insist that a tire can last up to 10 years provided it receives annual inspections af-ter the fifth year. (Motorists can determine a tire’s age by retrieving the four-digit code on the tire’s sidewall, which indicates the week and year that the tire was produced. But tires made before 2000 are trickier to identify. Edmunds.com is said to offer a guide to trans-lating those and other numbers on the sidewall.) Ed-munds.com encourages motorists to check tires regu-larly for any sign of aging, such as tread distortion or cracks in the sidewall, including hairline cracks. Vibra-tions or a change in the dynamic properties of a tire could also be an indicator of aging problems. Fi

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Crosstex masks meet a range of performance requirements, including ASTM Level 1, 2 and 3 (aligned with current ASTM F2100-11 Standard). Our MaskEnomics guide makes it easy to select the level of filtration required for each procedure.

TECHNOLOGY Better fit = reduced risk!A recent study* published in The American Journal of Infection Control found that a custom-fitting face mask provides up to 100-fold greater reduction in exposure to potentially infectious particulates than a loose-fitting mask!

For FREE samples and a FREE MaskEnomics poster showing how to select the right mask for the task, visit www.crosstex.com

Show them how to get a custom fit for enhanced protection with reduced exposure to airborne particulates. Recommend Crosstex face maskswith SecureFit technology:• The ONLY masks with aluminum strips both above the nose and under the chin. The wearer pinches both strips to create a custom fit on any size or shape face.

• Patent pending design significantly reduces gapping at top, bottom and sides.

• Proudly made in USA. Latex free.

Do Your Customers’ Masks Have Gaps In Their Defenses?

Reduced gapping

Aluminum strips

7103-Crosstex_SecureFit_FirstImpressions Ad.indd 1 11/8/11 2:30 PM

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