Edward Robinson III's day starts the same as most of us — with a cup of coffee. But what he does next?

It’s a routine that we all can — and should — take note of.

Coffee in tow, he stops by Admin first. He says hello to everyone inside the ClientCONNECT Center, and then moves to the service shop area, where he does the same with the service team. Finally, he heads back to the sales bullpen area and shakes hands with his fellow reps, catches up with the day before, wishes them a great day before stopping by Vice President of Sales’ Clay Mills’ office. While Clay is typically typing diligently, he pops in briefly just to say “good morning.”

Cheering the Progress

In the book “Gung Ho!” authors Ken Blanchard and Sheldon Bowles outline multiple guidelines for delivering “The Gift of the Goose.” Rule #2: No score, no game, and cheer the progress.

Further explained: At football games, fans don’t sit mute as the ball is moved down the field, waiting for the touchdown before cheering. Cheer the progress, not just the results. Measurement (score) shared with everyone generates excitement.

Edward isn’t waiting for the ring of the bell in the sales floor after a big score. He asks others about their accounts. He offers encouraging words or helpful tips. He’s cheering the progress.

“I’m a people person. That’s it. I’m an encourager,” Robinson says. “I’m encouraged by affirmation. I give affirmations because it greatly encourages me to hear ‘you’re doing a great job.’”

Edward, a Business Process Consultant in the Dallas/Fort Worth Office (and also the Assistant Pastor at Redeeming the Time Baptist Church), knows that once he steps outside, he knows he’s going to be told ‘no’ multiple times in a day. The Gift of the Goose, for him, is an almost mandatory mode of motivation, of pulling together and fulfilling a shared mission.

“It’s a hard job that we do. Imagine if you had to deal with discrepancies within that team, and then you’re dealing with people on the outside on top of that,” Edward says. “For me, you have to genuinely love people. When you do, it makes you want to go above and beyond to help them (clients and coworkers) win.”

It makes a big difference when everyone’s on the same page, he says.

“We’re making progress together as a team – knocking on more doors, making more phone calls.”

Congratulating With Effectiveness

Ask Little Rock Sales Manager about Ken Allison about Account Representative Tommy Goucher, and he’ll likely bring up the North Little Rock Chamber of Commerce.

“Tommy is the King of North Little Rock,” Ken says. “Everyone at the Chamber there knows him, and they love him. We’ve got more business in that area of town than anyone else, because of Tommy.”

So, as a way of congratulating Tommy’s ongoing efforts, Ken had an idea.

In “Gung Ho,” the authors provide guidelines for congratulating fellow employees. Congratulations should be placed on a continuum from left to right: The further to the right, the more effective. See below:

Programmed → Spontaneous

Blanket → Individual

General → Specific

Traditional → Unique

Tommy was set to attend a North Little Rock Chamber of Commerce meeting, as he does regularly. On a whim, Ken invited his entire team to attend the meeting with Tommy, as a way to show support in full force.

“I wanted Tommy to know how much we appreciate his efforts there. I really wanted the whole team to come out to show the North Little Rock Chamber, hey this isn’t just about Tommy, it’s about the entire team. We’re all invested in supporting Tommy and the work he’s doing,” Ken says.

Ken's idea?

√ Spontaneous.
√ Individual.
√ Specific.
√ Unique.

Tommy, who himself posts encouraging messages regularly to other team members in Little Rock via LinkedIn, was greatly encouraged by the show of support at the Chamber gathering. And the Gift of the Goose, when applied, seems to spread further.

“It’s nice to know that my counterparts are noticing my efforts, that others around me are lifting me up. It boosts how I feel inside, and it intertwines with what I set out to do every day,” Tommy says. “...It definitely encourages me to be more of a team player myself, to keep pushing to do things the Datamax Way.”

For Ken, it comes down to a wish he has every evening as he turns the light out of his office and heads out the door.

“My wish is that, when someone from my team goes home from here, they feel that what they did mattered, and that somebody appreciated it,” Ken says. “If we can accomplish that, we keep those Raving Fans — here in the office and out in our marketplaces.”

PHOTO CREDITS:

Cover photo: iStock Photos - Pas De Peyrol, France - July 6, 2016: The peloton riding on the road to Pas de Pyerol (Puy Mary) in Cantal in the Central Massif during the stage 5 of Tour de France on July 6, 2016.

Top Photo (above): iStock Photos - Montvernier, France - July 23 2015: riders in a road turn with on stage 18 in Tour de France 2015

Giving the Gift Here at Datamax!

A few of our own share their insight on Cheering the Progress, and the impact it has!

In El Dorado: Cheering On the New Employee

Brandy Jones’ transition into the business technology space has been a great one thus far. And she credits a lot of that to Hot Springs Sales Manager Lee Wheelington.

"I can’t imagine doing this without his constant encouragement,” Brandy says. “He's the most positive person I know. You make cold calls all day, you can become run down. But the very next morning, he’s calling, emailing, saying things like ‘don’t let that get you down. I’ve got some exciting news!’”

In St. Louis: Cheering on a Full Team Effort

With the St. Louis team being short-handed, the whole office has stepped up to fill in the gaps.

“Everyone has stepped up and gone above and beyond their workload to pitch in,” said Human Resoureces Manager Terri Hackmeyer. “We’ve got people in purchasing entering leasing orders. The accounting team has taken things off Sherryl Scott’s plate so she can take on leasing. It’s been a full team effort. It’s been phenomenal.”

In Longview: Cheering On a Job Well Done

Ever positive, ever diligent Receptionist Laura Mosely’s philosophy might well be: “No Customer Left Behind.”

She’s the first line to customers on many fronts, sales, service, or otherwise. She puts in service tickets. She takes toner orders. She answers miscellaneous customer calls. She keeps the office clean.

“If ain't illegal, I’ll do whatever I can to help,” Laura says.

Her efforts don’t go unnoticed from her Longview co-workers.

“Everything she does is customer oriented. She’s not going to leave a customer hanging, ever. She’s going to get the answer,” Service Manager Darryl Moseley says. “Her positivity is always on display.”

In Dallas/Fort Worth: Cheering On a Rep’s Big Win

The “Bell” gets rung after every sale in the Dallas Fort Worth Office. It might be the account rep who does the honors (and excitedly so), but the sound resonates with everyone inside the office.

“When other employees hear the bell, people from other departments stop what they’re doing to clap and cheer,” Vice President of Sales Clay Mills says. “I think it’s critical – every good sales organization should have a sales bell. You’re celebrating your win.”

He continues, “Everyone wants to know they’re doing well. If you don’t like to be recognized, you don’t have a profile for sales.”

Cheering the Progress.