The Power of Unplugging

Posted on August 1, 2013 by Sean Moore | | 1 Comment

UnpluggingA survey released by Expedia.com showed that 55% of workers come back from time off without feeling rejuvenated, while others struggle to cope with work-related stress while they’re away. In another survey, 69% of workers check in with the office at least once or twice a week while on vacation.

In an article I read recently regarding work/life balance, the author quoted Alan Langlieb, a Baltimore psychiatrist from Johns Hopkins University: “It used to be that work was like a belly button, you were either in or out,” said Dr. Langlieb, “and now, for most people who work, they’re always in.” Dr. Langlieb added that “technology allows you to be at work 24 hours a day anyplace in the world.” He also said, “You end up seeing nonstop work where there’s never really an off period.” Americans are not only working more during office hours, but they are also paying more attention to their jobs during vacations.

Like many of you, I am guilty of this practice as well.  Over the years, I have taken many vacations in the U.S. and abroad and have never truly disconnected from work.  With the advancement of technology, there are very few places in the world we can go where we cannot be reached.  One can argue that with the commercialization of satellite phones, soon there will be no place on earth one cannot make a phone call or check email. 

This blog was inspired by a vacation I experienced recently.  A month ago, I took a river rafting trip down the Colorado River in the Grand Canyon.  This vacation was unique: whether I wanted it or not, I was not going to have access to my cell phone or email for seven days.  I am embarrassed to admit that the Friday before I left for my vacation, I had to ask someone from IT to show me how to set up my “out of office” auto reply.

As we traveled deep into the canyon and made our way to the river, I remember watching the bars on my cell phone start to disappear. I sent one last text to my wife that said “Love you; talk to you in seven days.” This was unnerving for my wife, and it felt surreal to me. No email, no phone calls, no news, no stock market quotes—just nature and Class 5 rapids!

Surprisingly, not having access to email or phone was not as traumatic as I thought it would be.  Before I departed, I took all the necessary actions to make sure I had no outstanding issues that needed my attention. I made sure that if any issues arose in my absence, there were processes in place to deal with them. When I started my vacation, everything was taken care of, so worrying about what might happen while I was out of the office was pointless.  The most impactful aspect about being completely cut off from the outside world was that I could not be distracted from my river rafting trip.  From day one to the last day of the trip, I was recharging my batteries, clearing my mind of all the clutter we accumulate during the day-to-day grind. Most importantly, I was having the time of my life.

As I reflect on my vacation, I realize that I learned the tremendous benefit of taking the time to truly unplug and recharge.  I came back to work with a refreshed perspective of work/life balance.  I now have a renewed and stronger passion for my company’s success and my relationship with my family. In addition, I feel enabled to be a more patient and connected leader to the people I serve within my organization. 

With several weeks left in the summer, many of you will be taking vacations in the coming weeks. I encourage you all to take care of yourselves and those around you.  As managers and colleagues, let’s support one another while we take time to unplug and recharge.  The whole team benefits when we are fresh and prepared to tackle the daily challenges on the road to success with unwavering commitment.

I want to thank Outdoors Unlimited (www.outdoorsunlimited.com), specifically guides Keith, Heather, Tom, Dave, Matt, John, Rory, and Analise, for keeping us safe, sharing their passion for the river with us, feeding us well, and becoming as much a part of the experience as the Grand Canyon itself.  Below is a photo collage of my trip.  I highly recommend this vacation to anyone who is looking for a different type of relaxation and a true adventure.

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Becoming a Resource for Your Customers

Posted on July 26, 2013 by Sean Moore | | Leave a comment

how can we help youThis series of interviews with some of our employees at ConMed has confirmed what I already knew: our leaders are second to none. They are smart, dedicated, and committed to being the very best they can be while striving to be lifelong learners. This week’s interviewee is no exception to these traits. Take some time today to read about what makes him successful and glean some ideas for your own endeavors as well!

This leader has dedicated himself to becoming a clinical resource for his surgeons and OR staff. He has established himself as a respected expert in the operating room.  This manager has done a great job focusing on developing surgeon champions and maintaining these relationships. His ability to coach before, during, and after surgery has made a major impact on his success in every procedure. His attention to the post-sell with his surgeons and all hospital staff has also been a key to his success in Q1 2013 and achieving quota once again in Q2.

Here are his answers to my questions regarding his game plan for success in medical sales:

What must you love in order to enjoy selling Altrus (or to enjoy medical sales in general)? What would be an indicator that someone would not enjoy medical sales?

If I had to single out one thing you must love in order to enjoy selling Altrus, it would be getting out of your comfort zone. You have to be able to put yourself out there, calling on unfamiliar operating rooms, visiting prospective doctors’ offices, and interacting with people from all walks of life. It goes without saying that you must be proactive and take the initiative to be a success in this position. If you prefer to stay comfortable and wait for things to happen, this is not for you.

Have you ever had a surgeon who, at the outset, was completely disinterested in your product but now is a big believer? What changed that surgeon’s mind? How did you get through to him or her?

Earlier this year, I presented Altrus to a pair of gynecologists who operate exclusively with each other. After a meat demonstration, they showed little interest—despite the fact that Altrus addressed each pain point with their current device. Although they would not give me a commitment for their next case, they did not rule out trying it on an “easy case” when one came along. The next day, I was in the facility where these surgeons operate and ran into an older gynecologist. I took the opportunity to pitch him right there, and he was very excited to try Altrus on his next case. The case went well, and he very quickly became a believer in the product. Shortly thereafter, I requested that he give the two partner surgeons a call to recommend that they try Altrus because of its clinical benefits. As it turned out, this older surgeon was highly respected by the pair, and they agreed to use Altrus on their next case.

As a result of seeking out other surgeons in the facility, I was able to gain a key referral, which opened the door to work with these two busy surgeons. They are now some of my top Altrus users, averaging three to five cases a week.

What has been your most exciting moment in the OR?

It is always exciting to see a surgeon love Altrus when using it for the first time. But, it can be even more exciting to see a surgeon come around even when their first case wasn’t ideal. During one particular evaluation, this ended up being the situation.

At the outset, this GYN surgeon was negative towards changing from the current device, even though he was experiencing significant blood loss in his cases. During the first case with Altrus, the surgeon struggled with the controls and was clearly uncomfortable. However, there was practically no blood loss. He loved the clinical outcome but wasn’t happy with the handpiece ergonomics. One of the biggest challenges we are faced with as surgical device reps is coaching surgeons to “unlearn” previous techniques and develop new ones. It wasn’t the fact that Altrus had any shortcomings—but rather, the surgeon needed to change his technique from that of his previous device in order to use Altrus effectively.  After another meat demonstration and a few more cases, this surgeon began to develop proper technique. The fact that there was a drastic reduction in both blood loss and case time helped him make the decision to change his preference card.  This was very exciting and rewarding to me because I knew it was a result of persistence and confidence in the device.

What has been your most challenging moment in the OR?

One of the most challenging moments we face in the OR is overcoming a first case that goes south.

In one particular instance, it was an influential surgeon’s first case with Altrus that didn’t go well. During the case, I tried to coach the surgeon on technique, but he didn’t respond well to my suggestions. This led to a helpless feeling because we couldn’t get on the same page. Although I was able to convince the surgeon for another case, it was an uphill battle from that point.

The lesson I learned from this experience is this: set strong upfront contracts for open communication during future cases. Without this agreement with the surgeon in place, it can create an uncomfortable and tense environment, which was what I experienced during this case.  

How important is goal setting to your success? How do you go about determining your goals and achieving them?

Goal setting is crucial to my success; it keeps me focused and motivated to go the extra mile every day. Without specific and measurable goals in place, how can you gauge your performance?

Working with my manager, we develop a quarterly business plan consisting of my Altrus target accounts, key influential surgeons in my territory, and a specific “game plan” for reaching quota, along with my personal goals. As the quarter progresses, we assess where I stand and adjust my plan to stay on the right path in order to reach my goals.

How do you handle adversity in the field when things don’t go your way?

A positive attitude and resilience are important qualities to stay confident when facing obstacles or difficult situations.  Having a thick skin—as well as not taking things personally—helps me to handle adversity. Having the ability to shrug off negative responses and outcomes is a characteristic of successful salespeople. It is important to view adversity as a hurdle rather than a roadblock.  Adversity encourages you to raise your game to meet the challenge. 

How do you plan your day? How long in advance do you plan?

I try to stick closely to my P&R itinerary while also making changes based on priority. I also keep a list of other facilities in the same area as my targets for any given day. This allows me to stay productive if my appointments fall through or cases are cancelled. I plan to spend almost every morning in the OR, either working scheduled cases or attempting to pick up add-ons.

My planning is based on my quarterly targets and is broken down week to week. I like to have a firm two-week plan, but I will adjust if cases are added or new evaluations are approved. Effective planning keeps me busy and doing the right things to reach my goals.

What is your best advice for a brand new salesperson?

The best advice I could give someone starting out as a medical sales manager is to use every resource at your disposal. 

You have access to information on products, procedures and anatomy, and sales techniques, just to name a few things. Become the product and procedure expert, and you will become a trusted resource for your customers.

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Turning Problems into Solutions

Posted on July 19, 2013 by Sean Moore | | Leave a comment

problem solvingTurn on the TV, open the newspaper, or surf the Internet—what is the one thing you always see?  Problems. Everywhere we look these days, we see issues and challenges.  Problems are everywhere in our personal lives and at work too. For example, new products, sales, marketing, personnel…the list of problems we face each day is vast.  These problems are not just at work and in our personal lives; we also face global and societal problems in our world today.  Problems seem endless with no solutions in sight.  Are we facing a “problem epidemic”?   

Now, enough of the “doom and gloom” mentality! What can we do about this “problem epidemic” we face every day? Accept and embrace our problems! 

What if I told you your problems were, in fact, not problems at all? 

Could you believe that your problems are actually opportunities? 

Could you believe that they are merely unseen solutions waiting to be discovered? 

What if we woke up every morning and faced our days with a “solution epidemic” mindset?  Believe me—we can have this attitude; read on to see how. 

In his book entitled Pink Bat, Michael McMillan makes a powerful statement about facing problems: “We’ve all heard the expression: ‘One man’s junk is another man’s treasure.’  Consider this: One man’s PROBLEM is another man’s SOLUTION.”  Think about the last time you faced a problem, one where the solution was right in front of you—but you couldn’t see it.

So how do we learn to see those solutions that are right in front of us? 

Before we answer this question, let’s explore the concept of “perceptual blindness.”  Before reading further, watch the short video clip below as an exercise and explicitly follow the instructions given.

How could some people not see the gorilla, the changing curtain color, or the person leaving the game?  It’s because they weren’t looking for these things and were focused on something else.  This is why experts can be more prone to “perceptual blindness” than beginners.  NASA conducted an experiment in a flight simulator in which commercial pilots were tested to see if they would notice distractions on a runway during simulated landings. Those who were trained pilots did not notice and landed directly on top of the distraction 1/4 of the time, while untrained pilots didn’t know what to expect during a typical landing and thus saw the distraction.  The experienced pilots succumbed to “perceptual blindness.”

Have you ever noticed that outsiders often come up with solutions that insiders might miss?  This is because beginners and outsiders are often open to possibilities and do not make assumptions.  In other words, the beginners or outsiders are often better at unearthing solutions that the experts have stopped seeing. Looking back, often the solutions seem so obvious.  Here is the reason we don’t notice the gorilla: our minds are built to focus our limited attention resources on exactly what we are trying to do and see.

I am always amazed at how new sales reps are often able to outperform the more seasoned reps with the launch of a new product or a challenging new corporate objective. Why do we see these phenomena in sales? I believe this pattern occurs as a result of our individual mindsets regarding problems. As an outsider, a new hire can see the solutions much more easily. They view the challenges of selling a new product in this light: “This is the best product available—why wouldn’t I be able to sell it? There has to be a way!”

Don’t get me wrong; sometimes the solution may not be simple, and it may not be just “right in front of you.” But perhaps the problem needs a fresh look.  When faced with a problem, step away from where you are and then come back and take a fresh look at the challenge before you. Look for what you expect not to be there because, more often than not, that’s where it is. Focused attention allows us to filter distractions and work effectively.

Turning problems into solutions requires that we adjust our perceptions and remain open-minded to all possibilities. What you believe and focus on will become your reality.  As Henry Ford says, “Whether you think you can, or you think you can’t—you’re right.”

Each time you are presented with a problem, remind yourself of this: for every problem, there is a solution and an opportunity.  Each day, we have a choice. We can choose to see a world filled with problems or a world filled with unseen solutions.  I choose the latter and hope you do the same.

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Focusing on Accomplishment

Posted on July 12, 2013 by Sean Moore | | 3 Comments

mission CompleteOne of my favorite things about my job as Vice President of Sales and Marketing at ConMed is the opportunity I have to watch our leaders grow, develop, and become more successful with each passing year. That is why I enjoy these interview blog posts so much—I am proud of each and every one of our hardworking leaders at ConMed. Enjoy this week’s post about another notable employee—and be inspired on your own journey to success!

 

This employee has been a steady top performer by outworking her competition and overcoming every obstacle thrown her way.  In fact, her efforts earned her Q1 Altrus quota achievement. This leader’s work ethic, organization, ability to coach surgeons and OR staff, and attention to post-sell factors are keys to her success. She does an excellent job of pitching, educating, and following up with everyone involved in her sales process. Her ability to gain access to the operating room and get in front of surgeons puts her in a selling position all day, every day.

This manager always finds a reason to be back in the operating room to grow new business and protect her current business.  She pays attention to the details, has a plan every day, does an incredible job executing her plan, and is always ready for the curveballs and changeups thrown at her throughout the day.

Read on for this leader’s insights into building a successful career in medical sales:

What do you need to love in order to succeed in selling Altrus (or medical sales in general)? What is an indication that someone would not enjoy a medical sales position?

If you love a constant challenge and have the ability to think on your toes, then you will love medical sales. If you hate rejection or back down when you hear the word “no,” then you will not like this position.

Have you ever had a surgeon that, at the beginning, was completely disinterested in your product but is now a big believer? What changed that surgeon’s mind? How did you get through to him or her?  

As we all know, surgeons are very busy, hardworking individuals. So, in most cases, meeting with a sales rep is not their first priority. When it comes to learning about new technology, surgeons tend to back away, because admitting they have issues with their current device will lead to change. Most of my Altrus champions gave me pushback at first, but once they learned about our differentiating technology and used it in their cases, things changed. There were several steps in between the initial meeting and the actual procedure in which they used Altrus that made them realize why our device is superior to the others on the market.

Most importantly, coaching surgeons and having open dialogue during procedures is key. If you take the time to “coach” surgeons on how to use a new device, the positive results will follow. Also, make sure your surgeons are not looking for a “one and done” trial. With anything that’s new, it takes a couple of times before the comfort level is there—so the agreement to do multiple procedures is crucial.

What has been your most exciting moment in the OR?  

The most exciting moment in the OR comes when the surgeon makes the decision to covert to Altrus for their procedures after using a competitive device for several years. It is exciting for me to hear from the surgeons and OR staff that our device makes their jobs easier and procedure times faster.

What has been your most challenging moment in the OR? 

The most challenging moments for me happen when things do not go as planned. We all go into procedures hoping the case will go smoothly and the doctor will agree to use our device going forward, but that does not always happen. The real challenge comes when the surgeon switches to the competitive device halfway through the case and does not give an in-depth reason as to why he or she made that decision. This is when relationship building beforehand comes into play so the surgeons feel comfortable having those tough conversations with you.

How important is goal setting to your success? How do you go about determining your goals and achieving them? 

Goal setting is extremely important. If you have no overview of what you want to achieve, there is no end result to look forward to. Reaching a certain goal is rewarding, but exceeding our expectations is even greater. The goals we set for ourselves should be far superior to the goals set by our company.

How do you handle adversity in the field when things don’t go your way? 

I keep my head up and stay positive. Dwelling on the negative will only make a tough situation more complicated.  I plan for whatever obstacles may come my way by strategizing beforehand. In times of adversity, it is important to remain calm and have a positive attitude because negativity will only make the situation worse. Positive results can be the outcome of adverse situations if you plan properly. If you can be the person who converts an adverse situation to a positive one, it builds your credibility as a rep.

How do you plan your day?  How far in advance do you plan?  

I usually plan my schedule two weeks in advance based on surgery schedules and the needs in my territory. With that being said, my schedule is always changing. I focus on spending as much time as I can in the OR because that’s where my targets are spending most of their time. I always have my Altrus kit ready with meat, handpieces, and an energy source so I am prepared to do a demonstration at any time, whether in the OR or at a surgeon’s office during clinic. I use my itinerary and my P&R as a road map to fulfill the plan I have in place for my territory.

What is your best advice for a brand new salesperson? 

Always maintain a positive attitude and take the proper steps you feel will make you successful. Sometimes a strategy that worked for another rep might not work for you, so take advice from others and then make it your own. Be proactive. Don’t wait until training to learn about the products and solutions you can offer to customers. Study your product line and know your market backwards and forwards. You need to be “the expert” on the product line you are selling. Listen to your surgeons and the dialogue that takes place during surgery. Never make assumptions regarding how a surgeon feels about a product—ask for honest feedback.

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Failing Forward: What a Salesperson Can Learn from an Engineer

Posted on June 19, 2013 by Sean Moore | | 1 Comment

FailureMany of us made New Year’s resolutions 171 days ago. I am just checking in to see how you are doing?  Since we are approaching the halfway mark of the year, I thought it would be a good idea to recalibrate, remain focused, and stay resilient in the pursuit of our goals.

In the book Art & Fear: Observations on the Perils (and Rewards) of Artmaking, authors David Bayles and Ted Orland tell a true story about an art teacher who conducted a grading experiment with two groups of students.  The ceramics teacher divided the class into two groups. He told the members of one group he would be grading them solely on the quantity of work they produced; he told all those in the other group he was going to grade them on the quality of the art they produced. The teacher’s instructions were simple—on the last day of class, he would weigh the work of the “quantity” group: fifty pounds of pots rated an A, forty pounds earned a B, and so on. The students being graded on “quality” needed to produce only one perfect pot in order to get an A. Well, when grading time came, an interesting thing happened: the works of highest quality were all produced by the group being graded for quantity. You see, while the “quantity” group was busily churning out piles of work and learning from their mistakes, the “quality” group sat theorizing and planning for perfection…and in the end had little more to show for their efforts than grandiose ideas and a pile of uninspiring clay.

A few months ago, I was working with some of our engineers at another medical device company’s headquarters, experimenting with a new product concept that would incorporate our technology with theirs.  When the engineers started testing our prototypes, it was like watching kids having fun playing in a sandbox (no pun intended to all the engineers out there—the funny thing is that salespeople reading this have no idea what I am referring to!). 

When we tested the first concept, the device broke, and it was obviously not going to work.  I remember thinking to myself, Well, I guess that one’s not going to cut it! I hope we have better luck with the next ones. What happened next led to an interesting observation I made while watching the engineers work.  It seemed that every time a prototype failed, the engineers didn’t get discouraged; in fact, the failure seemed to only invigorate them.  They were not getting discouraged but were actually celebrating their failures.  You see, engineers have a keen appreciation of failure—because every time they fail, they learn something.   It doesn’t matter whether you’re an athlete, businessperson, student, or an engineer developing a new product—the only way to get ahead in life is to fail, to fail early, to fail often, and to fail forward. 

Failing is something I embrace and welcome. Did you know that, in addition to the many honors that have been bestowed on the great basketball player Michael Jordan (including a record ten scoring titles), he also holds the record for the most misses? Apparently, Michael Jordan took more shots at the basket than any other player in history, and not all of them went in. The good news is that many important, game-winning ones did! 

My learning style tends looks like this: run – hit a wall – reverse – find a new solution – and run again.  The most successful people I have observed in my career “fail forward.”  I like to say that “victory is in their defeat”—in other words, these people view failure as an opportunity to learn, adjust, and improve.

Over the years, I have learned that the way we name things is very important to how we perceive our surroundings.  “Failure” sounds personal and, when applied to our own actions or situations, seems to be attacking who we are.  But if we add the word “forward,” the entire context changes. The idea of “victory being in our defeat” is positive and helps us see beyond our current setback.  We can now look at failing as part of a game we play, a continuous productive process. Using words carefully or selectively, even in our own minds, helps define the context and meaning they have in our lives.

When I talk to successful salespeople at ConMed, they all tell me it wasn’t all the training and support we offer that was the major contributor to their success; rather, it was taking what they learned and executing those skills over and over.  Think about all the times in your own sales career where you didn’t pitch a product simply because you were nervous about being able to perform.  I would bet it happens to many of us more often than we would like to think. Now imagine all the missed learning opportunities throughout our collective careers that have stemmed from this fear of failure. Try to see your failures through the eyes of my engineer colleagues—fail early, fail often, fail forward, and learn!

Looking back, I realize that, for me, the greatest lessons and the most profound learning throughout my life resulted from all the times I’ve failed.   So with that in mind, I’d like to challenge all of us to work hard and begin to change the mindset, the stigma, and the negative association that comes with failing. Let’s celebrate our failings and create a culture where taking risks is the norm.  Often personal and professional failings have a long-term positive effect on our lives.  Don’t allow any failure to define you or your life.  If you do, failure will only paralyze you and inhibit forward progress.  You still have six months left to attain your 2013 goals!  Stay focused, be resilient, and, most importantly, have fun in the process!

Enjoy this classic commercial from a few years ago…

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