Bob Johnson

“80 per cent of life is turning up” said Woody Allen. The American filmmaker has also talked about how scary it is to think so much (of life) is out of one’s control. He said, for example:

“In a tennis match there are moments when the ball hits the top of the net and for a split second it can either go forward or fall back. With a little luck it goes forward and you win. Or maybe it doesn’t and you lose.”

My Dad was a simple bloke, not thought of (by his family, anyway) as a particularly wise man, but he was a hard worker who was dedicated and loyal to his employer, and I remember he gave me a piece of advice when I got my first job. He said I should always turn up for work a little before starting time and leave a little after finishing time. I did take his advice so I guess my employers over the years couldn’t complain about me not ‘turning up’ on time. I have always given that little bit extra and, maybe I was lucky to have good bosses, but it was always appreciated, noted and rewarded in the long run. Thanks Dad!

On the topic of turning up on time, over the years I have worked with and employed people who thought that coming through the door ‘on time’ was good enough. Some of those people turned up right ‘on time’ for work, still in their surfing/cycling/jogging outfits; then, by the time they changed into their work attire, made themselves a coffee, had a few social conversations with other employees – interrupting their work in the process – those people finally ‘turned up’ at their workplace 20 minutes late.

Customers have a right to expect service from the moment the store opens its doors, not 20 minutes after opening.

So, the other 20 per cent in turning up is being ready to start work on time, both physically and mentally. Slow starters or people whose excuse is that they are ‘not a morning person’, won’t cut it in retail (or other professions, for that matter).

Woody Allen’s comments also seem to imply that there is a large element of luck involved in success; that so much is out of our control. His analogy of the tennis ball hitting the net suggests we have a 50 per cent chance of winning or losing, and I think that’s partly true. But what he doesn’t mention is the hours of practice professionals put into ensuring they are in the right place on the court and at the right time. Then, there’s the number of times they practice hitting the ball so that it just clears the net in a way that it makes it harder for their opponent to return the shot.

Some will say, “Yeah, practice, schmactice! They are professional tennis players; that’s how they make a living, I just want to turn up at the courts with a few friends and bash a few balls around. It doesn’t matter if I win or lose.”

Oh I see; ‘professionals’ are the people who do what they do for money, to earn a living, to feed a family and own a nice home. Hey, isn’t that just like salespeople?

It makes sense then that a salesperson who is paid for doing that job, does more than just turn up with a few friends every day to ‘bash a few sales around’ with the attitude that it doesn’t matter whether they win sales and customers or lose them.

Professional salespeople take it seriously; they put in the extra 20 per cent and they practice, practice, practice to get that winning edge and to be the best they can be at their chosen career.

So, don’t just turn up for work, turn on. Look for the extra 20 per cent you can put into what you do:

  • Arrive ready to start work at least 20 per cent of an hour earlier (that’s a mere 12 minutes) and leave 20 per cent later than finishing time, and be productive in that extra time.
  • Acknowledge 20 per cent more customers (and not with the dreaded ‘Can I help you?’).
  • Aim to improve your sales by at least 20 per cent, applying levels of skill that, like the sporting professionals, puts your competitors out of the match.
  • Contact 20 per cent more customers to ensure all is well with their purchase.
  • Make your own list of Plus-20 per cent activities you can do, and share it with colleagues

Success in selling, as in most things, is about more than just luck. Gary Player, the legendary South African golfer is credited with saying: “Luck is spelled ‘W-O-R-K’ and the harder I work, the luckier I get”.

Bob Johnson is the principal of Applied Retail Training.