Looking for ways to improve sales and build solid customer relationships? Try listening.
In a recent Next Gen Case Studies episode with Devon Jones, Dylan shared his approach to building relationships as a successful sales strategy. However, how he executes this balance of listening, problem-solving, and then listening more to anticipate ways to delight the customer with personalized solutions is why Dylan stands out among the rest.
“That goes for not just sales, that goes for every relationship. I mean, if you’re dialed in, and you’re having the kind of communication where you’re talking about small things, then big things happen,” Dylan said. “Because I firmly believe people drastically overestimate what they can accomplish in a year, but they wildly underestimate what they can do in a decade.”
Dylan’s journey offers a masterclass in navigating high-growth environments and underscores the critical role of strong leadership and team dynamics in achieving success.
Here are some takeaways from his conversation with Devon.
The People Factor
Dylan’s philosophy centers on the importance of people and customer-centric communication within any organization.
“People tend to listen to talk as opposed to listening to understand. They typically want to clarify what happened or why it happened, as opposed to saying, what I can see in this moment. I could have done this or I could have done that instead. I’ll own that.” Dylan said. “That one little phrase right there tells the person on the phone that, number one, they’re worth growing for. Number two, you’re humble enough to take counsel and apply it and get better, and that you’re going to work towards becoming better.”
Culture Over Strategy
A recurring theme in Dylan’s narrative is the primacy of culture over strategy. He argues that a robust organizational culture often supersedes even the best-laid plans. Leaders, he suggests, must focus on fostering an environment of trust, collaboration, and mutual growth.
“Were they compassionate when they could have been critical and that made you endearing to them? Were they honest with you and when no one else was willing to be? Did they call you out on behavior that wasn’t acceptable? And because of that, you grew, and you’ve learned that you could grow towards something better than you had in your life,” Dylan said.
“The same thing is, how I look at it in business is when your customer tells you something. Number one, are you listening enough to say? Where is my responsibility in this and beyond that, even if it’s not my responsibility, where’s the kernel of truth?” Companies can create a foundation that supports sustained success by cultivating these values.
Beyond Tactics and Numbers
Dylan’s insights into sales transcend traditional tactics and metrics. His approach is deeply rooted in customer success and understanding client needs. This customer-centric mindset, humility, transparency, and a commitment to resolving conflicts with empathy and accountability have been a cornerstone of his achievements. Dylan offers practical advice for navigating difficult conversations, maintaining trust in partnerships, and aligning team goals with long-term organizational objectives.
“If I’m trying to create a relationship or I’m providing a service or some sort of goods to somebody, I want them to know the person they’re working with is always focused on growth, whether it’s company, shareholder value product, or my own personal skill set,” Dylan explained.
“And people, when they understand that that exists and they have permission to be genuine, they’ll relax.They’ll actually tell you what’s really going on. You don’t have to play as many political games, because you’re going to prove to them in your own behavioral actions that you’re there for a different reason than most people.”
Actionable Takeaways
Dylan’s journey serves as an inspiration to rethink growth, culture, and success across various roles, from sales and operations to leadership. His emphasis on resilience, adaptability, and the human element in business provides a fresh perspective on achieving and sustaining success.
“If you can prove to them [the customer] that you’re really there to provide genuine value, thought it through, put it together, and actually can put it on paper and show them something of worth and value, then, every single time they talk to me, I’m going to drive some additional value for them.” Dylan said. “I’ve reviewed what their concerns are. I brought something to their table they didn’t ask for but has material value.”
He added, “I think it’s like any relationship, where if you’re paying close enough attention, you’re always driving and adding value. They’re always going to take your call. Especially when it’s inconvenient like end of quarter or end of month when they’re busy.”
Whether you’re navigating the challenges of a high-growth environment or seeking to cultivate a thriving organizational culture, Dylan’s story and insights offer invaluable lessons that can drive both personal and professional growth.
Listen to the full interview with Next Gen Case Studies with Devn Jones here:
