by Lee Fried, on 01 Aug 2006 04:47 pm
The Journey
Stop Selling
In a past life I was a salesman and because of my experience I learned many skills that are applicable in my current consulting role. The one thing that I have learned the hard way is that you cannot sell LEAN to someone that has not experienced LEAN. After having some success with my first couple of projects I got really excited and became some what of a LEAN preacher. I could really see the “what” and “how” that could result in transformational improvement and I couldn’t resist the temptation to tell everyone about it. Once I figured out that people were not really buying into my ideas I worked really hard to sell them. What resulted was pure frustration on my part and probably annoyance on their side.
So I have changed tactics and have stopped selling. Getting caught up in the excitement caused me to ignore just how much I was asking of these leaders. I was basically telling them that everything they have ever learned is wrong that there is a better way to do things and that I got the answers for them. Now my approach is to build curiosity. To work with people over time to plant ideas that will slowly open their minds and get them excited to try new things. Once they pull for support the trick is to contract with them for time and make them come on the journey with you. Only through direct experience can you really change the way people view the world.
on 02 Aug 2006 at 4:37 am 1.mark graban said …
Great point, Lee. I’ve tried to transition also from “pushing lean” to “solving problems” (or “eliminating waste”). I’ve found this to be very effective because you’re not putting people on the defensive as much, you’re helping them.
on 02 Aug 2006 at 10:16 pm 2.Ted Eytan said …
I don’t think the issue is selling or not selling, pushing or not. I think the issue comes back to the same principle: respect. Respect means listening 51% of the time, AND knowing your point of view. When there is not agreement, often it’s that you don’t know your own point of view.
There is no pushing when there’s respect for another’s considerations, motivations, and life goals.
Working with patients in health care is all about changing minds before changing behaviors. Patients are incredible in that they allow that we are always “practicing.” Great leaders, including the ones you are working with, are the same way.
So market, push, challenge. And believe that you respect their considerations at the same time. They will believe it, too.
on 03 Aug 2006 at 5:21 am 3.mark graban said …
Ted, your comment reminds me of a saying that might be a bit of a cliche:
“It is easier to act your way into new thinking than to think your way into new action.”
Changing minds, then behaviors. Good stuff.