Take a look at our newsletter this month!
WWW.CROSSROADS.SANDLER.COM / (208) 429-9275 / JUNE 2018
FIND YOUR EDGE
A HISTORY FOR THE FUTURE OF BUSINESS PART 1 OF 2
When I was a kid, I loved everything about comic books. They had vivid characters and exciting storylines, but most of all, they had centerfolds with all the toys that you could ever want to buy. The ad was put out by a seed company, and all you had to do to get the toys was sell a certain amount of seeds. When I saw this, a salesman was born — a very mediocre one, at best.
When I joined the workforce, I found out that I was not a very successful employee. When someone gave me something to do, I thought, “That’s not the right way to do it.” It wasn’t that I was insubordinate; I just saw myself better as the person in charge. So I started my own painting business. I used what little I knew about sales and began generating revenue with those whose storylines converged with mine. That business spawned into a remodeling company, which added on a plumbing division, and then an electrical business. Soon we were generating $5 million a year. We were working hard and having fun, but work was all we were doing. I was a visitor in my kids’ lives, and it was clear I needed to make a change. I wanted to know what other people knew about business. The hard way of learning is trial and error. The easy way is to find someone who is already doing something successfully and pick their brain. When I was running our remodeling company, I bid on a project against a competitor and won the job. My price was $30,000 and his was $35,000. After we won the bid, the opposing contractor called me up and said, “Do you realize you left $5,000 on the table with that project?” I told him I had no idea what he was talking about. He explained to me, “You could’ve charged $5,000 more. Would you like to know how?” That was the first time I plugged myself into learning best practices. It started a snowball effect that eventually brought me to Sandler Training.
“ “THE HARD WAY OF LEARNING IS TRIAL AND ERROR. THE EASY WAY IS TO FIND SOMEONE WHO IS ALREADY DOING SOMETHING SUCCESSFULLY AND PICK THEIR BRAIN.”
I went door to door in the summer with hopes of turning seeds into the toys I’d always wanted. During the Christmas season, it was all about selling cards, so I made sales around the neighborhood with toys on my mind. A few years later, I started my own lawn mowing business. I can remember the first lawn mower I bought; it was a Sears Craftsman. Then I grew that business and bought a Toro riding mower. I spent a lot of time and money on that dangerous beast.
CONTINUED ON PAGE 2 >>>
(208) 429-9275 | 1
Published by The Newsletter Pro • www.TheNewsletterPro.com
<<< CONTINUED FROM COVER
My companies weren’t scalable (at the time, I had no idea what that word even meant). I wanted to be an autonomous owner but didn’t have the tools or knowledge to do that. When my wife, Joan, and I went to Sandler’s headquarters in Baltimore, you’d think it would’ve been an eye-opening revelation for us both. But after sitting down with Sandler’s leaders, I told Joan I didn’t think there was any way we could do it. I was too busy. It was Joan who said, “You cannot not do this.” Joan has been instrumental in the success of Sandler Training. When she told me we had to seize this opportunity, I was surprised. She is a very retiring, kind, and humble person, but when it’s needed, she can also bring the heat. To me, one specific moment illustrated her driven nature. When she was the president of the National Association of the Remodeling Industry (NARI) the vice president came up to me one day and said, “You know what I love about your wife? She can tell you to go to hell, and you’ll enjoy the trip.”
While the decision we made would change our lives forever, how we came to it was far from customary. To find out how the story continues, tune in next month. You’ll learn all about our unorthodox beginnings and why I had to carry a roll of duct tape with me at every sales meeting.
–Jim Stephens
EXTENDED DISC BEHAVIORAL ASSESSMENT WHAT CAN THIS TEST DO FOR YOUR COMPANY?
S. A person with a high S score is considered patient, loyal, team-oriented, and relaxed. These are the steady relators: They are reserved or tense, their emotions are the hardest to read, they are fine being in a group if there is no conflict, and their biggest fear is change. C. A high C score is indicative of someone who is a perfectionist, accurate, systematic, restrained, and careful. They are the compliant individuals in an organization: logical, risk-averse, and calculated. They’re driven by project completion and interested in facts, and their biggest fear is criticism of their work. from which you can have a productive dialog with people. From there, you can unearth problems and find resolutions that generate a great working relationship. If you’re interested in learning more about Extended DISC, head on over to our blog and check out episode 132 of our podcast entitled “How to Succeed at Uncovering Pain Using DISC.” Taking the DISC assessment levels the playing field and helps you build a platform
Behavioral tests are becoming standard practice for many growing companies. Their popularity is growing at such a rapid rate that the sheer number of options can make you dizzy. Their rise in use isn’t by mistake. These evaluations are an invaluable tool for improving a company’s internal and external communications. INTERNAL COMMUNICATION By understanding a person’s natural tendencies and how they interact with their co-workers, you can improve the overall standard of communication. The ability to work better together will help teammates reach meaningful conclusions more efficiently and effectively. When you reach a mutual consensus internally, it reaps rewards externally. EXTERNAL COMMUNICATION How you engage individuals outside your company’s network is important to the success of your team. How people see you can give you a better sense of what adjustments are necessary to affect change in business transactions. A fundamental understanding of your own personality can
also give you a better feel for how other people want you to communicate with them, whether they are reserved or active, and whether they are project-oriented or people-oriented. The DISC assessment provides you with one of four results explaining your natural and adapted communication style. We use the Extended DISC model. Read through our quick breakdown and take a guess at where your natural style falls. D. An individual with a high D score is often described as self-reliant, a risk taker, realistic, competitive, demanding, or domineering. These are the organizational drivers: dominant, direct, and to the point. They are active communicators, and their biggest fear is being taken advantage of. I. Someone with a high I score may be referred to as emotional, influential, sociable, impulsive, confident, and enthusiastic. These are the influencers: outgoing, engaging, and social. They want everyone to have fun, and their biggest fear is social rejection.
2 | WWW.CROSSROADS.SANDLER.COM
Published by The Newsletter Pro • www.TheNewsletterPro.com
HUMBLE ORIGINS LEAD TO DYNAMIC SUCCESS HOW COUGAR MOUNTAIN SOFTWARE USES SANDLER TRAINING TO TRANSFORM THEIR BUSINESS
The location is so popular that in 1982, a local software company named their business after it.
Just as the lodge is a welcome sight for drivers emerging from the winding mountain roads, Cougar Mountain Software provided a much-needed service when they burst onto the technology scene. In the early ‘80s, accountants were spending countless hours trying to do menial tasks. It was a flawed process that led to a high probability of errors and a lot of unnecessary staff hours, both of which added needless fat to companies’ bottom lines. But 36 years ago, Cougar Mountain Software aimed to change that by providing valuable technology for bookkeepers, CPAs, CFOs, and small-business owners. Companies like Intuit and Sage may receive a lot of the attention when it comes to financial computing. You’ll hear about products like QuickBooks that have provided off-the-shelf solutions for years, but Cougar Mountain Software began at the same time. And by using Sandler Training, they will continue to be relevant in the field for years to come.
Idaho natives are almost certainly familiar with Cougar Mountain Lodge; this Smiths Ferry landmark has been serving Idaho travelers on Highway 55 for decades.
(208) 429-9275 | 3
UNLIKELY ORIGINS
Cougar Mountain Software didn’t start in the garage of
a Silicon Valley tycoon, nor was it the brainchild of the next technology savant. It all began with a steak knife salesman who saw an opportunity. Bob Gossett dabbled in a lot of businesses and was an entrepreneur for much of his life. One of his projects required a team of developers, and their collective brainpower spawned an idea that would forever change his life. Bob didn’t have much of a background in management, and he had even less in accounting. But that didn’t stop his idea from turning into what is now a flourishing business. In a field where hundreds of companies rise and fall in a single day, Cougar Mountain Software continues to provide solutions that directly fulfill their clients’ customized needs. But like most businesses that have stood the test of time, Cougar Mountain wasn’t always basking in success. Chuck Gossett, the current CEO and son of Bob Gossett, explains that there were times when his father had to use credit cards to make payroll. Chuck saw his father wear many hats in the early days of the company. “There are a lot of unexpected expenses as a startup. He’d go down to the office and build shelving or workstations for his people.” Bob’s humble beginnings and personal investment led to his incessant desire for one of his sons to take over the business. “Neither one of us had any interest,” confesses Chuck. While they may not have wanted to join, Chuck was faced with a harsh reality in 2014 that would thrust him into leadership.
a tenuous situation with my father’s COO that had gained interest in the business,” recalls Chuck. “The advice from the CPA was that if I did not get involved in the company, there wouldn’t be a company to worry about.” With his back against the wall, Chuck was still reluctant to accept the reins of his father’s business. Like his dad, Chuck had no background in the corporate world or accounting. “I told him I wouldn’t be the best candidate for that,” says Chuck. “Software, management, accounting … they were all unknowns.” But the CPA was insistent. “There’s nothing like a family member to drive an enterprise,” he told Chuck. A reluctant leader was born, and Chuck’s new life began with a baptism by fire. He dove head-first into a world full of unknowns when he took over as Cougar Mountain Software’s CEO. Bob Gossett had put Chuck on the board about 2 1/2 years before, so he had
some understanding of the status of the company. But with just under 40 employees, Chuck knew he needed to learn, and learn fast. “It required branching out and getting educated, both internally and externally,” he says.
EXPERIENCE WITH SANDLER
COO Dave Haworth has been with Cougar Mountain Software
for 14 years. He has worked in multiple roles within the company and knows the inner workings almost as well as anyone. “We started Sandler in August of 2015 with just our sales team,” says Dave. “As things evolved and we saw the benefits the sales team was getting, we started a couple of other departments in Sandler.” The expansion would lead to more than just basic training; it would end up weaving Sandler’s ideologies into the very fabric of their business. “We needed to create a healthier and more efficient culture within the business,” Chuck says. When he started
CHUCK’S NECESSARY RISE TO CEO
“I got a call from our CPA, who was also a board member, and there was
4 | WWW.CROSSROADS.SANDLER.COM
employee retention. Dave explains that their culture encourages employees to stay. “Our turnover is nonexistent,” he says. “We share input and ideas. There’s a collaborative, fun, high-energy environment.”
leads to an assumption that they’re rolling in dough. “In their mind’s eye, they think money just appears,” explains Chuck. In this exercise, coins are used to illustrate exactly where the flow of money goes. Chuck agrees that this exercise is helpful for showing the company’s financials and how tight profit margins can be at the end of the year. The modern worker craves transparency in the place they work. In the case of nonprofits, they will have meetings with their membership and board of directors on a yearly basis with a complete breakdown of the financials. For Cougar Mountain Software, the $100 worth of bills and coins creates an easy relationship between what happens in that exercise and what happens in that company. “You can bring in the financial team, and everyone can see how the money is spent,” says Chuck. “It’s powerful and eye-opening.” Communication exercises are just the tip of the iceberg. One area of emphasis Cougar Mountain Software uses Sandler Training for is hiring. Sandler has a very detailed process they go through to properly screen prospective employees. It has been proven to be very effective for companies, and Dave backs that up. HIRING
MEETINGS
One of the ways Sandler attempts to change culture one small business at a time is by facilitating meetings. This service has proven to be extremely useful in creating cohesive communication among various departments. “Introverts and extroverts share ideas. The questions being orchestrated get them to think in a manner they haven’t thought before,” Dave explains. At Cougar Mountain Software, there are two very different personality types: Salespeople are generally very extroverted and people- oriented, while programmers are very introverted and process life internally. “Programmers talk to a salesperson, and they learn from one another,” says Dave of Sandler Training’s whole-team meetings. “It’s helped us, as a company, foster a culture and increase its value.” Chuck sees the same effect from Sandler’s impact on involvement during meetings and the appreciation afterward. It goes beyond just involvement; Sandler’s meetings aim to develop a level playing field based on compromise. They host these to foster mutual connections. “The totality of understanding was greater than what I anticipated,” says Chuck. “It was really something.” A specific exercise Sandler likes to take businesses through involves bringing $100 worth of bills and coins to a meeting. The objective is to create an understanding within the company of where the money flows and what the margins actually are. Many employees have very little understanding of the financial status of their company, and that
plugging into Sandler’s strategies, Chuck was hit with the realization that the model they were using wasn’t working. “Through my training, it became apparent that we needed quite a bit of change in management — and development, in particular — as far as methodology,” he says. “We were really inefficient at creating great software and product releases that didn’t have defects.” But the culture Chuck was looking for went far beyond just the customer. “I look at it as a holistic approach to developing the culture. It’s been really interesting, from my perspective — the interest and desire to become better individuals and team members through the coaching.” Dave has a similar take on the way Sandler has instilled a culture within their company. “Our culture can be described as open,” he says. “Our open-door policy allows us to learn from one another.” A deliberate investment in culture isn’t just to create a better work environment; it has real business applications. Small companies will often struggle with
(208) 429-9275 | 5
ROI
Every business venture has a return on investment, and the
relationship with Sandler is no different. “It’s hard to express in a dollar amount or percentage,” says Chuck. “Much of the return is with the culture and what has happened intrinsically.” But he knows that when you lay a solid foundation based on communication, you can build a company that has no limitations. That’s why Cougar Mountain Software can compete with multimillion-dollar and billion-dollar companies. If you ask Dave, he’ll be the first to tell you a lot of the same rewards. “It allows us to communicate and talk in a manner that allows us to understand each other,” he says. “It’s more than being on the same page. It gives us more confidence in life. I’ve watched our managers, first- time managers, become leaders as a result of Sandler Training.” The future can be a scary topic for most but not for Dave. “We just came off one of our best years in over a decade. We’re in a growth mode,” he says. “We want to continue to grow and continue our culture.” Chuck has a similar outlook. “We’ve got the experience, and we’re just excited about the future of our product.” Both Chuck and Dave agree that recommending Sandler is a must. “Definitely try it,” advises Dave. “You have nothing to lose. The time you put in and the many benefits for you and those around you — try it. Not for a week or a month. Incubate yourself for 90 days to six months.” It would appear the sales training is rubbing off on Dave, because Sandler couldn’t have said it better. The company is about delivering small incremental changes. Sandler has been blessed to do that for Cougar Mountain Software, and they look forward to doing that for many more businesses to come.
“We found that to be very, very valuable,” he says. “Not only from the process of saving time, but from the methodology Sandler uses.” Our hiring practices have a comprehensive set of parameters. On Page 2, you’ll see some details about the DISC assessment. It’s a starting point for understanding the expectations you can have about how someone communicates and how their personality can match in a specific role. For example, you’re probably going to want someone with a high “I” or “D” score to be working in sales if you don’t have a grounded process, but when you do, you’ll need someone who has more “C”. Every prospective Cougar Mountain Software employee is sent through this assessment, as well as others that focus on job-related competency sets. They then go through Sandler’s extensive screening process. “There’s a lot of value in that process,” says Chuck. “It’s very clear, and I think it provides a foundation for learning and change for all the individuals involved.” Dave dives deeper into the details by explaining the framework of how Sandler approaches this. “[Sandler] is trained to interpret those assessments,” he says. “From there, they do a phone interview. If the phone interview goes well, they go to a personal interview [with Sandler]. Then, and only then, do they get involved after that point.” Sandler’s process is detailed because they’re focused on bringing the highest standard of candidate to their clients. And it’s working, according to Dave. “Nine out of 10 candidates we’ve hired [were] a result of the screening process.”
VERTICAL STRATEGY
“We’ve invested in a lot of areas, but come back to nonprofits as our vertical focus,” Chuck says about his strategy. One of the unique selling propositions (USP) for Cougar Mountain Software is their secure audit trail. QuickBooks and other off- the-shelf applications cannot match this standard. “The last thing a controller or accountant wants is something out of order,” he says. “Our secure audit trail gives traceability to every transaction ever completed.” Without that protection, you leave yourself exposed to threats and the IRS. Nonprofits have to be audited every year. When you combine Cougar Mountain Software’s secure audit trail with a company you know the IRS will be looking at, it makes for a perfect USP. “Without a secure audit trail, you’re vulnerable,” Dave explains. “Not just the company, but the individuals using the software are at risk.” Nonprofits have a problem, and this local Idaho company is the solution. Perhaps the most important calling card that Cougar Mountain Software has is their service. “We can cater to our customers’ specific needs. We customize.” Dave says. It’s not just customizability, but also relationships that make their business model work. “[The customer] can talk to the same people all the time. They work with the same person in support, and [support] knows who they are and what they do. It’s personalized service and support.” That level of intimacy is something other companies just can’t offer.
6 | WWW.CROSSROADS.SANDLER.COM
IF YOU TRAVEL, YOU NEED TRIPIT THE BEST IN ITINERARY MANAGEMENT
TAKE A BREAK
For most business owners, travel is a fact of life. From conferences to client visits, many of us spend almost as much time out of the office as we do inside of it. Travel often involves managing all sorts of information, including flight details, accommodations, dinner reservations, and rental cars. Now, almost all of these services come with digital apps you can use to track relevant information, but that requires cycling through a handful of programs and trying to remember how all the pieces fit together. Wouldn’t it be easier if all that information was in one place? Well, that’s exactly what TripIt offers. TripIt is a desktop and mobile service that aggregates all of your travel plans into one convenient location. All you have to do is forward your confirmation emails to TripIt. The data will automatically be assembled into an easy-to-read itinerary that’s accessible from any of your devices. The interface is organized and clear, with a detailed schedule of where you need to be and when. Even better, you don’t need Wi-Fi to access an itinerary once it’s been created. So, if you end up stuck underground or in the air, you can still keep tabs on upcoming events. You can also sync your itinerary with your favorite calendar app or share your entire travel plan (or select parts of it) with team members, friends, and family. All of these features are included in TripIt’s free tier of service, but TripIt Pro takes this level of convenience a step further. With this additional service, which costs $49 per year, you get real-time alerts and reminders. TripIt Pro can also locate alternative flights in the event of a delay, track reward points, look for better seats, and more. Anyone who frequently travels knows that you need to have a backup plan if a flight gets cancelled. TripIt Pro will let you know the second that happens, giving you more time to find an alternative. If we lived in a perfect world, nobody would ever experience a travel headache. As we know, that’s simply not the case. At least with TripIt, you can be sure that managing your itinerary won’t be an issue. As the company slogan succinctly states, TripIt gives you “All your travel plans, in one place.”
(208) 429-9275 | 7
Published by The Newsletter Pro • www.TheNewsletterPro.com
704 E. UNITED HERITAGE COURT SUITE 202 MERIDIAN, ID 83642 WWW.CROSSROADS.SANDLER.COM
PRST STD US POSTAGE PAID BOISE, ID PERMIT 411
INSIDE THIS ISSUE
1
Discover the Origins of Sandler Training
2
One Personality Assessment You Need to Try
3
Sandler Training Case Study
7
Travel Often? Get TripIt
8
What Do You Know About Boise Bicycle Project?
NONPROFIT HIGHLIGHT As the downtown scene in our local community continues to embrace change, opportunities for new and exciting businesses increase exponentially. Boise Bicycle Project is a perfect example of how nonprofits have seized this chance and used it to create a new community. A well-run 501(c)(3) embraces the ideals behind its company’s purpose, and this group is no different. To prove it, here is a synopsis of Boise Bicycle Project’s mission, vision, and values. MISSION Boise Bicycle Project 501(c)(3) (BBP) is a community- oriented cooperative that promotes the personal, social, and environmental benefits of bicycling. BBP functions as a bicycle recycling center as well as an educational workspace in a diverse and nonthreatening atmosphere. Through education and access to affordable refurbished bicycles, BBP strives to build a stronger bicycling community. A good mission statement is a must-have for any business. It provides the backbone for the core values that ultimately determine a company’s success.
BOISE BICYCLE PROJECT VISION We believe the bicycle can be a tool to create positive social change. By collaborating with other like-minded organizations and members of the community, we hope to strengthen lives far beyond the bicycle. By encompassing a vision broader than just riding bikes, the BBP brings a driven purpose to how they do business. It’s concepts like these that make all the difference in the world when serving others. VALUES Many of us experienced the empowerment and freedom of a bicycle at a young age. Unfortunately, this is not a reality for many kids in our own community. BBP is committed to making this experience a reality for every kid in the Treasure Valley.
One value of many that make BBP so accessible to others is the value they place upon children.
For more information, head on over to BoiseBicycleProject.org and take a peak for yourself. Help BBP achieve their dream of making Boise the “bicycle capital of America!”
8 | WWW.CROSSROADS.SANDLER.COM
Published by The Newsletter Pro • www.TheNewsletterPro.com
Page 1 Page 2 Page 3 Page 4 Page 5 Page 6 Page 7 Page 8Made with FlippingBook flipbook maker