Success up close and personal

Meet two sales professionals of significance

As a coach and sales trainer I’m fortunate to meet and work with hundreds of talented people every year. Some days I’m energized by a group of newer salespeople all displaying boundless drive and determination to make their mark and excel quickly. Other days, I may be helping more seasoned individuals overcome some of the challenges inherent in growing their business and fulfilling client commitments to the fullest.

Some of my most rewarding work is spent one-on-one – with clients who bring passion, hard work and dedication to their sales roles every day…and produce great results – not only for themselves – but for clients, team members and entire sales organizations.

I recently sat down with two of those clients – Nina Arlook and Stephanie Christenson – and asked them to share some of their thoughts on becoming successful, why they enjoy doing what they do, and the importance of living and working for a sense of significance. I hope you enjoy listening in on our conversation – and even find a kernel of inspiration in their up close and personal thoughts.

Charlotte Landram: One of the questions I love to ask anyone I meet – whether they’re new clients, new friends or the barista at a Starbucks I’m visiting for the first time – is: “Why do you enjoy what you do?”

Nina Arlook: I love my job, and I feel lucky to be working for the company I work for. What I probably enjoy the most is the diversity of people I work with. I enjoy them all. Obviously, all my clients…and a lot of my clients become friends. I also enjoy the constant give and take with people I work with. I try to bring a lot to the table with my internal teams; they’ve taught me a lot, and I’m always looking to learn more and help out in any way I can.

Stephanie Christenson: My answer is going to sound a bit like Nina’s. I love it that my job allows me to go out in the marketplace and be with and work with people. Maybe talking too much in class has got me somewhere after all! I think I’ve always felt most comfortable being in social positions – and being in a position of helping people. I really enjoy people. I enjoy the challenge of meeting new clients, and trying to figure out how I can best help them. I honestly don’t feel like I’m going to work every day – maybe in part because I’ve been here so long…coming to the office is kind of like going to my second family. And, I feel the same way with most of my clients.

Coach’s Corner: Nina and Stephanie – like most sales professionals – have a genuine love of people and very outgoing personalities. Nina came to her present position from a marketing and graphic design background – a much more behind-the-scenes role than direct sales – but one that demanded she develop key team building skills that serve her well now. She’s been very successful at transferring the concept of doing good things as part of a team to her present position. Stephanie, on the other hand, has always been in sales – and it’s a perfect role for her. She’s dedicated, she thrives on constant challenge, and she truly believes she’s living her purpose and passion. She would not be as successful in a more static environment or one where people were replaced with paper. These two highly successful sales pros help illustrate a very fundamental career-building principle: You have to love what you do! With this love, passion, commitment – or whatever you choose to call it – you’re in the best position to learn and develop success-building traits, focus on helping others excel, and embrace opportunities that come your way.

Landram: During coaching sessions we spend a fair amount of time discussing personal motivation and rising to meet challenges. What do you do to stay motivated? Resilient? Challenged?

Christenson: What motivates me is that I’m really competitive. Setting out to meet goals is not a problem for me. The trouble I have, though, is that the goals become higher and higher as you become more successful! Numbers also motivate me, and do clients who may tell me no once or twice. I’m motivated to turn their no into a yes. And, for me, making lists is great exercise. As you know, we write down monthly targets and goals. Every time I check one off the list, it feels so great!

Arlook: Staying motivated can be one of the hardest things for me; it’s not easy – and that’s usually where you come in. Sales can be rather lonely. You can make a mistake, and no one will know but you. And, on the other hand, you can do something really well, and there probably won’t be anyone there to say ‘great job’ right away. I guess life is my main motivator – and I get a kick in the butt every now and then. I like challenges. Two years ago my career kind of leveled off, and we talked often about motivation, trying new things, and not being afraid of failure. I moved into a new project area – one that demanded I set some new challenges for myself. I started doing things on my own time to develop better skills…and I gave myself a specific challenge: get two projects by the end of the year. Well, I got 12! I think if you put your mind behind something and have a plan, it will fall into place. And, at the end of the day, you feel such a sense of accomplishment.

Coaches Corner: Both Stephanie and Nina work very hard at their success. They actively look for ways to develop their skills and confidence, and grow their business. Their goal-setting and goal-attainment processes are effective because they’re very organized in their thinking – and this organization leads into well-developed plans and strategies.

Landram: I’d like to give readers a sense of some specific sales management skills we’ve worked on – and how you’re able to draw on our coaching sessions to improve an aspect or two of your business.

Arlook: Well, as you know, I didn’t come from a pure sales background into my present role. My bosses definitely took a leap of faith when then hired me! I think the biggest and best skill you’ve helped me develop -- and I don’t know exactly how to label this – other than calling it a professional sales approach. I’ve learned the value of doing things in the most professional manner possible. I’ve learned how beneficial it is to have a strong team around you – and that there are many smart people out there who are able and wiling to help you. I’ve also learned I’m in charge of my professional growth. I sit down every Sunday morning and read the real estate section of the Park City newspaper – to get a sense of what’s going on, the people I should get to know better, and the projects I should become involved with. I also read a lot of motivational and sales books. I also stay closely connected with the people in my branch office; I like to know what’s happening with others, and I feel so responsible for every single person in my office. I try to maintain a very strong partnership with sales and escrow and customer service. I’m always juggling a lot of balls, it seems – but this juggling is so important.

Christenson: I don’t have a problem asking for the business. I make it a priority to sit down every day and call prospects and talk to people. What I have begun to work on really diligently is getting a better return on my time. I’m sure I’m like a lot of others out there – someone who has a lot of demands on their time and life – and I needed to learn to focus on the specific activities that produce the best return and rewards for me. I’ve learned how preparing for client meetings can really pay off. I read up on companies and research the accounts I’m presenting to. I really try to customize my business to their business, and then follow up on things I’ve committed to. I also schedule time for extracurricular activities that I find are important to my clients – meetings, conventions, even baby showers and weddings.

Coaches Corner: Nina and Stephanie’s comments point to two critical successful factors for sales professions: approaching your business in a very thoughtful, even smart, way; and structuring your time in the most efficient manner possible. Some people say, “Work smart, not hard.” And, “Time won’t replenish itself.” I’m definitely a believer in working smart – especially when it comes to making thoughtful decisions about your business success. Managing time is a skill in constant development, and it’s especially key for high-performing sales professionals.

Landram: I’d like to ask you about working – and living – with a sense of significance. In the accompanying article, I outlined some of the personal characteristics salespeople at this level of success typically display. How are you working with purpose…and what do you hope to give back?

Arlook: I really try to connect fully with my community, and I’m trying to change lives around me for the better. Professionally, I try to walk into every situation with a full sense of life, achievement and caring. I truly love the people around me. I think I’m known for being a person to turn to for help and advice, and I think people value my opinion. Right now, I sit on a couple industry boards and am doing advocacy work for realtors, builders and lenders. I’m also mentoring an 11-year-old girl as a Big Sister, and I hope to continue our relationship until she graduates from high school. I want to touch as many lives as I can in my lifetime.

Christenson: I too try to be a positive role model. I always want to help out others, and help them be successful. Salespeople are sometimes given a bad rap…but I think if you do what’s right, you earn people’s respect very quickly. I think my clients and team respect the fact that I’m stable, I follow up, and I genuinely care about people. I’m involved with several charitable organizations, and this has been a fabulous experience – working with other committee members, soliciting donations, and supporting others. I can’t believe how quickly the past 10 years have passed. It’s the way I was raised, I know. I don’t recall my dad ever taking a sick day. I feel lucky this is the career I choose because it’s one I really enjoy. I don’t think the grass is always greener elsewhere; I think it’s pretty green right here.

Coaches Corner: Stephanie and Nina teach us you don’t have to be a specific type of individual or have a rigidly defined set of skills to enjoy this significant level of success. Both have worked very hard to become authentic, confident, high- performing sales professionals – and both have found their own voice in the process.

Charlotte Landram is a highly successful leader of sales organizations, professional coach and founder of High Impact Systems in Phoenix.

Nina Arlook is a residential and builder market specialist with First American Title Company in Park City, Utah.

Stephanie Christenson is a sales representative with first American Title Company in Salt Lake City.