Decision-Making Warning Flag 3 – Intellectually Empty Assertions

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StrategyDriven Decision Making Warning Flag | Intellectually Empty AssertionIntellectually empty assertions represent logical laziness or deceit on the part of the individual(s) drawing these conclusions. Those making intellectually empty assertions do so without supporting facts, in contradiction of factual evidence, by incongruently combining two or more facts, through misapplication of real-world experiences or events, and/or commission of a logic error. (See StrategyDriven Decision-Making warning flag article, Logic Fallacies Introduction.) Such assertions are not presented as opinion, but are instead forcefully put forth as representing either unchallengeable facts or as the only logical conclusion one could draw from the complete set of facts. There is nothing logical about intellectually empty assertions. Rather, these assertions tend to be made by individuals based on their personal biases, goals, or opinions and may drive disastrous outcomes if acted upon.

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About the Author

Nathan Ives, StrategyDriven Principal is a StrategyDriven Principal and Host of the StrategyDriven Podcast. For over twenty years, he has served as trusted advisor to executives and managers at dozens of Fortune 500 and smaller companies in the areas of management effectiveness, organizational development, and process improvement. To read Nathan’s complete biography, click here.

Finding the elusive decision maker. Then what?

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Question from a reader:

Jeffrey, I speak with many people in organizations that want you to think they are the decision maker when in fact they are not. I have wasted too many emails and follow up on people that can’t help. How do you ask without hurting the relationship you may have built? How do you determine the real decision maker? Steve

Finding the real decision maker may be one of the largest barriers to a sale in existence. It’s second to one other barrier: “Once I find the decision maker, what do I say?”

Finding the decision maker and speaking with that decision maker intelligently are not just critical, they’re also skills that can be career building or career ending.

I’m about to give you insight that will help you find and communicate with the all-important decider. But I caution you, it is not a be-all end-all. Rather, it’s the beginning of your true understanding about decision makers, and decision making.

There are several parts to the decision-making process. Finding the decision maker is only one of them and it may be the smallest one.

Early in my career, I created a question that helped me find decision makers without ever asking anyone who the decision maker was. Whoever I was talking to, as I was making the sales presentation, I asked the question, “Who pulls the trigger?”

That was a direct question that didn’t insult the person I was talking to. If you ask, “Are you the decision-maker?” or worse, “Who is the decision-maker?” you both embarrass the prospect, and pressure them for an answer. To the person you’re talking to it gives the impression you’re sales hungry instead of customer friendly.

By asking, “Who pulls the trigger?” you don’t hurt anyone’s feelings. You’re merely asking for distant information. Vital, but distant.

After I asked the “who pulls the trigger” question, I followed up with an equally powerful, but still pressure-less question. I simply asked, “How will the decision be made?” And whatever my prospective customer said, I followed up with yet another question about the decision-making process, “Then what?”

The words “then what” lead you through the decision-making process. Especially if you continue to ask it. Then what? Then what? Then what? Until finally you come back to the trigger puller. It sounds pretty easy, doesn’t it?
Well, over the years I found that it wasn’t quite that easy. I had to have a greater understanding of the total process especially what happened after the purchase was completed. In other words, what happens after ownership and what are the expected outcomes.

You may think what happens after ownership and expected outcomes have little or nothing to do with the decision maker. And you would be totally, completely incorrect.

After ownership comes value of purchase. Often erroneously referred to as ROI, it’s what happens after the customer takes possession, and what they’re hoping to achieve as a result of it. REALITY: That’s the only thing decision makers want to know. And once you know it, you’ll be able to find every decision maker. That’s pretty powerful.

There are additional questions you MUST ask during a sales meeting in order to find out the total purchasing and use of product or service situation. Keep in mind, you’re going to be selling for about an hour, but they’re going to be using your product or service for years. Once you understand that, you understand the significance of obtaining that information.

Here are the critical decision-making questions:

  • Who do you collaborate with?
  • Who will be the main user of…?
  • Who calls and asks for service?
  • When a service person arrives, who do they meet with?
  • How did the last purchase happen?
  • Who will be responsible for the outcome of this purchase?

HERE’S THE SECRET: Once you have the names of these people, you ask the person you’re meeting with to introduce you. And talk to these people about what really happens. Even if you’re meeting with the CEO, you can still ask for meetings with his or her people.

Once you have this information and meet the people involved…
Look at the insight you’ve gained.
Look at the understanding you have about their business process.
Look at the expertise you put into your experience base.
And even more important, you’re now charged with the responsibility of making certain every person involved in use and decision making are aware of your value.

“Jeffrey,” you say, “it’s a pretty complicated process. In fact, it changes my whole strategy of selling.”

That’s correct, your way was a fight to get to the decision maker. People lied to you, and people led you down a rosy path that completely wasted your time. Oh, and you lost the order. My way is a little bit more difficult to learn and implement, but a heck of a lot more productive in terms of not just finding the decision maker, but actually making the sale – and gaining experience and expertise for the next sale.

Now you have to make a decision.
Decide to try it my way!

Reprinted with permission from Jeffrey H. Gitomer and Buy Gitomer.

About the Author

Jeffrey GitomerJeffrey Gitomer is the author of The Sales Bible, Customer Satisfaction is Worthless Customer Loyalty is Priceless, The Little Red Book of Selling, The Little Red Book of Sales Answers, The Little Black Book of Connections, The Little Gold Book of YES! Attitude, The Little Green Book of Getting Your Way, The Little Platinum Book of Cha-Ching, The Little Teal Book of Trust, The Little Book of Leadership, and Social BOOM! His website, www.gitomer.com, will lead you to more information about training and seminars, or email him personally at [email protected].

Decision-Making Warning Flag 1d – Distinction Without a Difference

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StrategyDriven Decision Making Warning Flag | Distinction Without a Difference“What is six to one is a half dozen to another.”

Author Unknown

While two or more things may be truly the same, people may attempt to characterize them as being different; drawing attention to characteristics or features that are either exactly or materially the same. These individuals seek to draw a distinction between the subject items where no difference exists.

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About the Author

Nathan Ives, StrategyDriven Principal is a StrategyDriven Principal and Host of the StrategyDriven Podcast. For over twenty years, he has served as trusted advisor to executives and managers at dozens of Fortune 500 and smaller companies in the areas of management effectiveness, organizational development, and process improvement. To read Nathan’s complete biography, click here.

The Advisor’s Corner – How Do I Establish a Decision-Making Protocol?

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How Do I Establish a Decision-Making Protocol?Question:

What can we do to clean up decision-making habits in my workplace? No one seems to know who is making which decisions and it’s driving us all crazy!

StrategyDriven Response: (by Roxi Hewertson, StrategyDriven Principal Contributor)

Leaders get into trouble far too often simply because they don’t have good decision-making protocols in place on their team or in their business. If a decision matters to you, then make your decision matter!

Here are several all too common scenarios:

  • People keep wondering, “Who is making the decision about…?” and feel they are powerless to do anything in the meantime.
  • Someone comes up to you and says, “Why didn’t anyone tell me about that decision; it impacts my work?”
  • Another person says, “Well, if she’d already made the decision, why did she ask me my opinion?”
  • You hear, “When will he decide – he’s holding up everything at my end!”

There is such a simple way to prevent these and many other ‘dropped balls’ from happening in your workplace. Once you get in the habit of asking these 5 questions of yourself and/or your team, each and every time, you’ll find it could take as few as 60 seconds to get to the answers. Even better, it will save you and others frustration, confusion, hard feelings, lost time and lost profits. Best yet, you’ll gain more respect from those you lead because they can trust you to make decisions well.

5 Key Decision Making Questions

1. WHAT IS THE DECISION that needs to be made? BE EXPLICIT including who and what will be impacted. You need to know exactly what is to be decided. There are often layers of related decisions that need to be made – that’s why you need to start here. When you can clearly articulate the decision, you know what it is – and when you can’t, you don’t. So begin with a lot of clarity.

2. WHOSE DECISION IS IT? Again, you must BE EXPLICIT. This is essential to know and communicate upfront to the people who are impacted. Are you the decision maker? Is it a group? Do you want input or do you want others to make the decision? I’ve often observed that more anxiety is created by not knowing who is making a decision than even the decision itself. And, people lose trust if you pretend their input matters when you’ve already made the decision.

3. WHAT METHOD will you use to decide? Will this be a consensus decision everyone must be able to live with and support? Is it a majority, a plurality, or 2/3 vote, a unanimous agreement, or something else?

4. WHEN WILL THE DECISION BE MADE? The timeline is important for you and other people who are impacted. With a timeline, the decision can be managed well and people can get on with their work. Taking too long or not long enough can be frustrating and create unintended and even dysfunctional outcomes.

5. HOW AND TO WHOM WILL THE DECISION BE COMMUNICATED? This is often overlooked, and yet the success of a decision depends so much on how well it’s communicated. Consider who needs to know, who’s the messenger, how it will be shared, and through what means – in person, by email, over a loud speaker…Often the choice of messenger sends a message all it’s own – is it you, a team, your boss, someone else? The message will be perceived differently depending on the messenger.

It takes a lot of time and energy and sometimes money, to clean up the messes that happen when your decision-making is reactive or ad hoc. I really hope you will make it a point to be proactive in your decision-making because it’s a lot more fun when you are running your life and work instead of letting life and work run you.

About the Author

Leadership authority Roxana (Roxi) Hewertson is a no-nonsense business veteran revered for her nuts-and-bolts, tell-it-like-it-is approach and practical, out-of-the-box insights that help both emerging and expert managers, executives and owners boost quantifiable job performance in various mission critical facets of business. Through AskRoxi.com, Roxi — “the Dear Abby of Leadership” — imparts invaluable free advice to managers and leaders at all levels, from the bullpen to the boardroom, to help them solve problems, become more effective and realize a higher measure of business and career success.

The StrategyDriven website was created to provide members of our community with insights to the actions that help create the shared vision, focus, and commitment needed to improve organizational alignment and accountability for the achievement of superior results. We look forward to answering your strategic planning and tactical business execution questions. Please email your questions to [email protected].

Human Performance Management Best Practice 12 – Conservative Decision-Making

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StrategyDriven Human Performance Management Best Practice ArticleNot all decisions are made in the boardroom. Employees make decisions that affect the organization, its reputation, and financial well-being every day. It is important that these decisions be well aligned with the organization’s values and mission goals. Thus, employees should embody a conservative decision-making approach; being adverse to incurring risks that would make their actions unaligned with the organization’s direction.

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Return to the Human Performance Management Forum

About the Author

Nathan Ives, StrategyDriven Principal is a StrategyDriven Principal and Host of the StrategyDriven Podcast. For over twenty years, he has served as trusted advisor to executives and managers at dozens of Fortune 500 and smaller companies in the areas of management effectiveness, organizational development, and process improvement. To read Nathan’s complete biography, click here.