The momentum of continual improvement

The most successful suppliers fall quickly into a pattern of continual improvement as soon as they win a contract or customer. Unfortunately, others – who are really just doing no more than keeping up with the basic requirements – are probably setting themselves up to lose.

Newton’s first law of motion – the law of inertia – tells us that “An object at rest stays at rest and an object in motion stays in motion with the same speed and in the same direction unless acted upon by an unbalanced force.”

When it comes to important contracts and customers, the procurement process is the “unbalanced force” – something outside ourselves that propels suppliers into a kind of recurrent stop-start motion.

Bid, deliver, and then bid again.

But that doesn’t make this a pattern for suppliers to aspire to.

For incumbent suppliers, what happens in the delivery phase – which is usually the longest and most significant in the relationship – is what sets the stage for winning again.

What customers usually see from a supplier is this.

There’s the initial flurry of excitement when competing for the business, followed (usually) by a short lull while the customer makes up their mind. When we win, it’s a steep climb to get everything set up right, and then we settle back into a comfortable level of delivery until we need to compete again.

But what they EXPECT from us is this:

Choosing the path of continual improvement is what really helps to sustain a customer relationship over the long term.

That’s because not everything is within our control.  We can’t control how customers choose to buy, and we can’t control what competitors do either.

But we CAN choose our own state of mind.

We do get to decide how much of our energy, enthusiasm and ideas – in short, how much of ourselves - we’re prepared to commit to making sure our work gets better and better. 

Robyn Haydon is a business development consultant who helps helps service-based businesses that compete through bids and tenders to articulate the value in what they do, command a price premium, and build an offer that buyers can’t refuse. Don’t let others dictate how far and how fast your business can grow – take your power back! Email robyn@robynhaydon.com to request the white paper for the Beyond Ticking Boxes program.

Could you fall victim to the Recency Effect?

Human beings have pretty selective memories. It turns out that we judge much of our life experience not on the totality, the average, or a glance back over the highlights, but on the basis of the last few minutes.

Have you ever walked into a customer’s office expecting to make a presentation about performance over the last month or quarter, and spent the whole meeting talking about last week’s non-delivery or a stuff-up that happened yesterday instead?

Welcome to the Recency Effect, which tells us that the most recently presented items or experiences will most likely be remembered best.

In Change Anything, a New York Times bestseller about the science of personal success, the authors conclude that much of what we feel about our daily relationships stems from only a few moments that overwhelmingly colour our perception.

The book relates a study by Nobel laureate Daniel Kahneman, who asked colonoscopy patients to rate their level of discomfort during an unanaesthetised procedure. (Australians, give thanks that we don’t do things that way here. Ouch).

Not surprisingly, none of the test subjects gave glowing reports of their colonoscopy, but the comfort levels they reported had almost nothing to do with the total amount of pain that they felt during the awkward and uncomfortable procedure.

The only thing that mattered was how painful it was right at the end.

What do colonoscopies have in common with contract or service delivery? Maybe more than you think. For a customer, giving over control of part of their business to a supplier, it really CAN feel like being operated on without an anaesthetic.

Your job is to make whatever you do for them as pain-free as possible. And no matter how well you’re doing generally, take extra care for at least three months before you need to compete again.

This will make sure that one or two mistakes don’t derail your good work forever.

Robyn Haydon is a business development consultant who helps helps service-based businesses that compete through bids and tenders to articulate the value in what they do, command a price premium, and build an offer that buyers can’t refuse. Don’t let others dictate how far and how fast your business can grow – take your power back! Email robyn@robynhaydon.com to request the white paper for the Beyond Ticking Boxes program.

Hard worker or clear winner?

There's a lot of joy that accompanies winning a new contact or customer. The hard work is over, and finally, we get a chance to do what we really want to do – the work itself.

For most people in the services business, no matter whether you're in commercial services, human services, or professional services, “the work” is what you actually signed up to do when you chose your career. You want to get out there. You want to deliver your knowledge and expertise. You want to get stuff done and to help people.

And when you’ve won the business, it’s easy to assume that doing good work is all you need to do to keep the relationship humming.

Unfortunately, it isn’t.

Good work is an expectation: it’s what we get paid to do. So what more do we need to do to keep business that’s important to us, apart from doing good work? That’s surprisingly simple.

There is a distinct difference between the hard workers, who do good work but don’t always retain it, and the clear winners who do both.

Hard workers tend to treat the customer transactionally, obsess about the work, and are only comfortable working with what’s comfortable and absolute.

Clear winners, on the other hand, treat the customer strategically, obsess about the customer’s business (not just the work), deliver what the customer doesn’t yet know they need, and are comfortable working in a space that’s conceptual and abstract.

When it comes to winning again, the way we THINK about our important contracts and customers is even more important than what we do for them.

If you are you part-way through a contract term with a big customer, or faced with a renewal or re-tender process in the next 12 months, join me on August 6 and find out how to get ready to re-compete. 

Robyn Haydon is a business development consultant who helps helps service-based businesses that compete through bids and tenders to articulate the value in what they do, command a price premium, and build an offer that buyers can’t refuse. Don’t let others dictate how far and how fast your business can grow – take your power back! Email robyn@robynhaydon.com to request the white paper for the Beyond Ticking Boxes program.

Why “ticking all the boxes” often isn’t enough to make the sale

Imagine how much productivity is lost in businesses, and how many problems remain unsolved, just because buyers don’t have the balls to make a decision and sellers don’t push a solution when they actually have one.

Ever poured your heart and soul into a huge tender or proposal that went nowhere? Unfortunately, this is not uncommon. And it’s not just sellers whose time is wasted: it’s buyers’ too. A loss to “no decision” wastes everyone’s time and energy.

Indecision and waste are everywhere in complex sales. And not just in business.

Take real estate for example.

Escape to the Country is a British reality-TV show that helps hassled Londoners to buy property in the picturesque English countryside.

It’s highly aspirational, but not very practical, as very little property actually changes hands on the show. Most of the time it’s a lovely tour through some beautiful homes accompanied by tinkly music and a soothing voiceover.

While I like a good property stickybeak as much as the next person, I find Escape to the Country frustrating, as so few people actually BUY the gorgeous homes they look at.  Instead, they wander off “still searching for their dream home”, while the poor home owners trying to sell the place are left polishing the andirons in their inglenook fireplaces.

Why don’t these property buyers, seemingly so keen to escape to the country, actually buy? I reckon it’s because many come on the show with a massive laundry list of likes and dislikes. They are shown three homes, and the first two tick all their boxes. Ironically, it’s often the third house - the “mystery house” - that gets the best reception, as it challenges the buyers’ preconceptions and gives them something different (and better) than what they asked for.

Business buyers are exactly the same. They think they know what they want, but they don’t REALLY know until they see it.

So don’t just tick the boxes. Use your expertise, and offer them something that will surprise and delight them. That’s how you will emerge as the clear winner.

Robyn Haydon is a business development consultant who helps helps service-based businesses that compete through bids and tenders to articulate the value in what they do, command a price premium, and build an offer that buyers can’t refuse. Don’t let others dictate how far and how fast your business can grow – take your power back! Email robyn@robynhaydon.com to request the white paper for the Beyond Ticking Boxes program.

Learn to love the competition!

Nobody likes to think about competitors. We all want to believe that we are the only ones in the running. And when we actually ARE running, that's a good thing. Not so much beforehand, when taking an objective look at competitors - how they are likely to run their race - can actually help make ours better.

In developing a strategy to win business, we need to identify what the customer most wants, what we can best deliver, and what will position us most favourably against competitors.

The discussion about competitors is usually the most challenging one for us to have. Most of us don't really want to entertain the idea that we might have competition. It makes us defensive, uncomfortable, dismissive, fearful and sometimes angry. 

I totally understand where this comes from. Obsessing about competitors isn't most people’s happy place. (It’s not mine either.) But in fact, understanding competitors helps us to judge what they might do or say. This can pay big dividends when we are under pressure.

For example, imagine you're sitting on stage taking part in a public debate. Your opposition has just made a fantastic point and the audience is cheering hard. You have 10 seconds to get on your feet to respond. Would you feel more confident having anticipated that point the night before, and having a response ready, or being forced to think on your feet?

Bishop Desmond Tutu, a Nobel Peace Prize winner who has campaigned against apartheid, poverty, AIDS and non-democratic government, has seen more than his fair share of pressure in public debate and has some good advice to offer.

"Don't raise your voice," Tutu says. "Improve your argument."

Understanding competitors helps us to improve our arguments. In a formal bid or tender, the customer is actively seeking many points of view. Ours is just one of them. By understanding what others might do or say, and having a plan to combat this, we are giving our own arguments their best chance to shine.

Robyn Haydon is a business development consultant specialising in business won through formal bids, tenders and proposals. She is the author of two books on proposals and sales, including Winning Again: a retention game plan for your most important contracts and customers. Read more about it here.

The DNA of a successful bid team

A bid team is a living organism – a group of smart people who come together to apply their skills and knowledge to developing a functional solution that will win or retain an important contract or customer.

The most successful teams share a particular type of DNA. In very simple terms, DNA is a blueprint for how to build a living organism: it gives instructions to our cells about how they should grow and function.

Likewise, bid teams need the right mix of customer and technical experts, balanced by a Bid Leader with the authority to make commercial decisions, and the skills to draw out the best ideas and drive the organisational change necessary to win.

What often happens, though, is that it’s left up to the customer experts – the sales team – to run bids on their own. Customers have expectations and the sales team knows all about them: they will happily tell you what they are. Without the leadership and authority to implement these expectations, or the technical know-how to configure the systems and processes of the organisation to suit the customer, this knowledge remains under-used.

Building your team with the right mix of people creates a meeting of minds that will help you win. As you can start to see from this diagram, it’s at the intersection of these specialities that the magic truly happens. Customer experts provide information about customer expectations, which the commercial experts use to provide leadership to the technical people, who can configure a solution for the customer.

Figure 1: The DNA of a successful bid team contains the right mix of specialists with commercial, technical and customer expertise

Avoid letting senior leaders outside your team hijack the bid strategy, particularly if they don’t know the customer well or haven’t worked at the coalface for a long time. Often these people dominate the discussion with commercial concerns and big-picture competitive strategy, at the expense of valuable customer and technical insights, and can make disastrous decisions that undermine the good work of the people who really know what is going on. 

Robyn Haydon is a business development consultant specialising in business won through formal bids, tenders and proposals. She is the author of two books on proposals and sales, including Winning Again: a retention game plan for your most important contracts and customers. Read more about it here.

Five drivers that inspire new business pursuits

Talk long enough to any smart professional and you'll find that their goal is to do meaningful work that gives them a creative charge. Responding to tenders is the opposite of this. As a manager, this is why it can be so hard to get your professional staff to work on tenders - no matter how great the project on offer might seem to you.

As Drake Baer wrote in a career development piece for Fastcompany, there are five things that drive us in our working life:

1.     Cultivating craftsmanship or “mastery”;

2.     Uncovering a vocation (or purpose);

3.     Finding personal and professional alignment;

4.     Sculpting a lifestyle; and

5.     Identifying our ethic (or values).

If you want to engage your team with the idea of pitching for a project, here are some questions that leverage these career drivers and will help each individual to make a personal connection with the work on offer.

Career driver 1: cultivating craftsmanship or “mastery”. 

Questions to ask your team: what do you want to be the best at? How could this project help you develop that? What would need to happen for you to get the maximum career benefit out of this project?

Career driver 2: uncovering a vocation (or purpose).

Questions to ask your team: why did you decide to do what you do? How does that relate to what the client really wants here? How could this project help you to make that difference to them, and be commercially smart for us?

Career driver 3: Finding personal and professional alignment

Questions to ask your team: What did you love about working on (past/current) project? What is it about that assignment that made you feel like you were doing your best work? Does this project feel good to you too? If not, why?

Career driver 4: Sculpting a lifestyle

Questions to ask your team: Offer a list of benefits that might be possible from working on this project and see which ones your team members respond to. Does the project offer opportunities for travel and adventure? Autonomy? Connecting with other experts? Publishing findings that will influence peers?

Career driver 5: Identifying your ethic

Questions to ask your team: what do you think the client is trying to achieve here? Is this something you would aspire to achieve personally? Are there any aspects of this project that worry you or don’t feel like a good “fit” for us?

How do I know these questions are necessary? I’ll let you in on a little secret. I don’t love bids and tenders either! (Weird, right?!). The creative charge I get from MY work results from seeing smart, capable professionals light up at the prospect of solving a problem that is meaningful to THEM.

So if you have clever people who "don't do” business development, try this approach. You might be surprised at the results.

Robyn Haydon is a business development consultant specialising in business won through formal bids, tenders and proposals. She is the author of two books on proposals and sales, including Winning Again: a retention game plan for your most important contracts and customers. Read more about it here.

Five ways to write proposals that win business

For the last few weeks we’ve been looking at what NOT to do if you want to avoid losing a competitive tender. One thing all these behaviours have in common is that they are keeping you inwardly focused – on yourself and your firm.

To leapfrog the line between winning and losing, start to turn your attention outwards, to the customer and the opportunity.

The first thing to focus on is compliance. Achieve this, and you’ll be seen as a thoughtful, competent supplier. There are five hurdles to achieving compliance:

1.     Compliance with threshold requirements. If you need quality accreditations such as ISO9001 or ISO4801 and don’t have them, it’s rare to win against competitors that do.  Non-compliance is an easy reason for a buyer to exclude your bid.

2.  Compliance with any mandatory requirements. In the Request for Tender document, look for the words “must” to indicate what’s mandatory.

3.    Compliance with the specifications or scope of works. Can you do everything that the buyer is asking for? That’s important. As the expert, you may have ideas about how things could be done better (I’d certainly hope so, if you want to win). But always submit a complying bid, even if you think your alternative offer is stronger. By the time they have reached a competitive tender, some buyers have already made up their mind.

4.    Contract compliance. This is one area where buyers definitely prefer no changes. Some will even go so far as to specify that you can’t vary the contract terms.

5.  Finally, make sure your tender responses (written answers) are compliant. Analyse the questions properly to make sure that you’re answering every part, and understand why the buyer is asking each question. Include enough qualitative and quantitative evidence to give you a high evaluation score.

While the first four are usually OK, the last can be a challenge without advice and guidance. If you need a leg up and over the final hurdle, my Master Class Program will get your team compliant and see you landing on the "yes" list more often.

Robyn Haydon is a business development consultant specialising in business won through formal bids, tenders and proposals. She is the author of two books on proposals and sales, including Winning Again: a retention game plan for your most important contracts and customers. Read more about it here.

The risk of choosing style over substance

In a competitive tender, the evaluation panel needs to give your submission a score. What you will be evaluated on is the commercial value of your offer and the evidence you provide to support your claims – and not how nice your proposals look and sound.

For the last couple of weeks, I’ve been talking about how to sidestep common mistakes that will prevent you from winning the business you really deserve to win.

The first step is to stop the bid sweatshop, and the second is to make sure your team is primed to do the right job – not just do the job right.

If you’ve taken these steps, but still aren’t winning, it’s time to make a bigger investment in your success. At this point, most people will bring in marketing experts to write standardised proposal copy and to design templates so that proposals look and sound better, and speak with a unified, on-brand voice.

Does this result in more wins? Unfortunately, no.

Scratch the surface of these “new and improved” proposals, and really they are just glorified brochures.

I understand why people feel the need to do this. Branding and marketing help to build a successful business that supports premium-priced services. However, branding isn’t a cure-all for everything, and bids and tender responses are not a marketing exercise.

A colleague who works on government evaluation panels once told me that her team of evaluators was briefed to be wary of over-elaborate design and copywriting, as these are devices that less qualified suppliers sometimes use as a way to try to bluff their way through the process. Ouch.

Remember that proposals are a one-on-one conversation with someone who is ready to buy. Worry less about the image your proposal is portraying, and more about how convincing the message actually is. 

Robyn Haydon is a business development consultant specialising in business won through formal bids, tenders and proposals. She is the author of two books on proposals and sales, including Winning Again: a retention game plan for your most important contracts and customers. Read more about it here.

Do the right job – then do the job right

Last week I explained how bidding less can actually help you to win more. While being more selective helps position you to be more successful, it’s not enough by itself. It is also important that the people who are writing your proposals are true subject matter experts – people who really have the knowledge and experience to really understand what the customer is asking for.

When professional services firms want to grow and win more work, they’ll usually assign a team of proposal writers to produce bids. These teams are often made up of administrative staff and junior consultants who don't yet have a great deal of field experience and might otherwise be underemployed.

While this approach might save money, or be more efficient, it certainly isn’t effective. Proposals lack depth of knowledge, and are a signal to clients that your firm really just sees bids and tenders as paperwork, and not as an opportunity to be of service to them.

To win, you need to convince the customer you’ll do the RIGHT JOB; not just do the job right. That’s why the subject matter experts in your firm will always be your best proposal writers. However, they do need support to do this. Their comfort zone is writing reports, not proposals. They have day jobs to do as well, under significant time pressures.

And let's not forget that your experts are rarely in it for the money. To be more successful, inspire them with the intrinsic rewards they'll achieve by winning work they really want to win – don't just make proposals an extra task they have to do. 

Robyn Haydon is a business development consultant specialising in business won through formal bids, tenders and proposals. She is the author of two books on proposals and sales, including Winning Again: a retention game plan for your most important contracts and customers. Read more about it here.

Stop the bid sweatshop!

Energy and enthusiasm are the currency of winning bids, and producing large numbers of proposals spends that currency fast. It’s like feeding a pile of coins into a slot machine – the odds don’t get any better as your cash supply goes down.

Professional services firms that bid on projects, rather than contracts, usually want to win as much business as they possibly can. As a result, many go for too many tenders they have very little chance of winning. Proposals are a carbon copy of one another, despite the fact that the projects and clients are very, very different. As a result, they miss the point and are the first to go on the “no” pile. 

Bidding for business involves a series of sprints, backed up against one another. Wins beget more wins, but losses drag you down. So if you’re chasing a lot of business, but not winning any, spare a thought for your bid team - they are probably burned out, jaded, and disillusioned. This isn't good for anybody. It's not good for you commercially, and it's not good for your staff and their mental health.

Albert Einstein defined insanity as “doing the same thing over and over again and expecting different results”. If you’re bidding, but not winning, then something needs to change.

Over the past five years, researchers Donald Sull, Rebecca Homkes and Charles Sull surveyed 7,600 managers in 262 companies to learn why strategy execution fails. They concluded that many managers lack strategic discipline when deciding which new opportunities to pursue, and that “unless managers screen opportunities against company strategy, they will waste time and effort on peripheral initiatives and deprive the most promising ones of the resources they need to win big.”

At the moment, I'm putting the finishing touches to an online mini-course to help people make better decisions to bid. This is a module I’ve been running as part of my Master Class for some time but will shortly be made available more widely. If you'd like to register for the opportunity to preview this program free of charge, please contact me.

Robyn Haydon is a business development consultant specialising in business won through formal bids, tenders and proposals. She is the author of two books on proposals and sales, including Winning Again: a retention game plan for your most important contracts and customers. Read more about it here.

Five signals that your customer relationship is running out of road

Customer relationships aren’t just about people anymore. We are moving away from an environment where personal relationships had a lot of power, to one where ideas and innovation are the primary currency that drives customer relationships.

 When I speak to senior people who are in charge of important customer relationships, there are two things they always tell me. The first is that they’re doing a good job. The second is that they have a “good relationship” with the customer.

Last week, I wrote about the risk of being a one-hit wonder; a supplier that isn’t invited back for a second contract term. Sure, you might think, that could happen – but never to me.

 So let’s dig a little bit deeper. How can we define a “good” customer relationship? What does it really look like? How do you know if you have one, or not?

 A good customer relationship is one where both parties are receiving equal benefit, and have equal interest in continuing. Here are five signals that your customer relationship may not be as good as you think it is, and is in fact at risk of running out of road:

 1.     You set regular performance review meetings with the customer, but they keep pushing them out or cancelling.

2.     Your service delivery plan looks exactly the same as the day the contract started.

3.     You're hitting all your targets or key performance indicators (KPIs) easily.

4.     You hear that competitors are in there pitching new ideas.

5.     There are changes coming up in the customer's business that you don’t know about, haven't thought about, or haven't developed a strategy to help them with.

These risks are easily avoided if you have a plan. You can call this anything you like; a retention plan, a growth plan, or a client service plan. I call it a “Ready to Re-compete” Plan.

What's important is that you actually HAVE a plan for change, and that you're not just delivering on the baseline of what the contract and the customer originally asked you to do. 

Robyn Haydon is a business development consultant specialising in business won through formal bids, tenders and proposals. She is the author of two books on proposals and sales, including Winning Again: a retention game plan for your most important contracts and customers. Read more about it here.

Don't be a one hit wonder!

It’s easy to lose sight of the REAL advantage of being an incumbent – the opportunity to delight a captive audience who has already chosen to buy from you.

Music industry charts are full of one-hit wonders; remember Soft Cell (Tainted Love), Dexys Midnight Runners (Come On Eileen), Nena (99 Luftballoons) and The Knack (My Sharona)? All of these artists produced plenty of other music, it’s just that none of it made the big time quite like these monster hits managed to do. There are many others too, who worked very, very hard for years and years to get their big break, rode on the crest of their one hit single for quite a while, but just couldn’t crack the top of the charts a second time.

Likewise, business-to-business markets are littered with incumbents who didn’t make it past the first contract term.

When you already have the business, it’s easy to get comfortable, and lose sight of the most important thing that's going to help you keep it.

One your biggest advantages as an incumbent supplier is ACCESS – you can get in front of the customer more easily, and go deeper inside the organisation with new ideas in a way that competitors would find very difficult to replicate.

As the incumbent, you worked hard to get to where you are. Let’s make sure you stay there.

Robyn Haydon is a business development consultant specialising in business won through formal bids, tenders and proposals. She is the author of two books on proposals and sales, including Winning Again: a retention game plan for your most important contracts and customers. Read more about it here.

Is your new idea meaningful for your customer?

Customers aren’t always rational in the way they buy things. Before we get too excited about our new, innovative offering, it is important to think first about the customer’s goals, pressing problems and their appetite for change.

Meaningful innovation resonates with your customer’s goals and solves one or more of their big, gnarly problems – particularly problems that no one else has been able to solve yet. New ideas that focus on opportunity creation can also be useful, but are harder to sell, unless you have a growth-minded customer and the potential of a big payoff or return.

The father of psychoanalysis, Sigmund Freud, suggests: “We will do more to avoid pain than to gain pleasure.” Most people are therefore much more motivated to resolve an issue that is keeping them up at night than they are to take a risk on a bright shiny opportunity that may or may not be better than their current reality.

For example, my family gave up its old ‘fatback’ analogue television only a month before the digital television switchover. We even took this 60kg TV with us to our new (two storey) place, where it was installed upstairs. Not long after, we found out that the analogue signal in our area was about to be switched off forever, rendering the TV useless. So we had to hire the removalists back to lug it down the stairs and take it away again!

As it turned out, my family wasn’t really that interested in buying a new TV to watch all the extra channels offered by digital TV (the bright shiny opportunity). We didn’t change over our old TV set until we were faced with the prospect of a black screen (big gnarly problem).

Before you rush out to talk to a customer about your bright, shiny offering, remember that while customers do expect innovation from their incumbent suppliers, no one wants change simply for the sake of change. 

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Robyn Haydon is a business development consultant specialising in business won through formal bids, tenders and proposals. She is the author of two books on proposals and sales, including Winning Again: a retention game plan for your most important contracts and customers.

Incumbency + innovation = guaranteed return on investment

Are you pursuing new ideas SPECIFICALLY to benefit your major customers?

If you are in a service business that is accustomed to getting paid for things before it will even contemplate doing them, chances are, you might not be.

Typically, we pitch for a contract and do the work later. The contract defines the scope and the performance measures, and everyone’s attention is focused on meeting these. In this environment, the thought of positioning new ideas and investing cash without a “guaranteed return” is often difficult for business development leaders get their heads around.

However, no matter how good your performance is, the biggest risk of losing a customer or contract is to do no more than focus on the day-to-day.

In my book Winning Again, procurement expert Neil Hubbard sums up the buyer’s perspective beautifully. “Don't wait until it's time to do a tender”, he says. “As soon as you're awarded the contract, your time starts. Be very conscious that in three years’ time, your contract will come up. Start working on innovation that will bring cost savings or benefits to our business and start telling us what you're going to do now.”

When you’re innovating in a way that is designed to help a major customer grow their business or to do business better, you ARE guaranteed a return: a better reputation and relationship with the customer that will help you to win again.

And there is another benefit too. When you start to think this way, you’ll find there are many people working in your business who would love to have an opportunity to do more for your major customers – provided that the leadership culture will support them.

Robyn Haydon is a business development consultant specialising in business won through formal bids, tenders and proposals. She is the author of two books on proposals and sales, including Winning Again: a retention game plan for your most important contracts and customers. Read more about it here.

Help your most important customers to build their future

Identifying how we can solve a customer’s big gnarly problems forces us to think beyond our own self-interest. In doing so, we are engaging in an activity that is highly correlated with long-term customer partnerships: delivering meaningful innovation.

When you deliver complex services, and do so through long-term contracts, what you are striving for is just as important to the customer as where you are today. After all, they are buying where you’ll be in three years’ time (or more). And if you’ve already been working together for a while, your customer will probably also need help to navigate problems in their business or market that didn’t exist at the start of your working relationship. As procurement expert Adel Salman pointed out when we spoke for my new book, Winning Again: “suppliers need to put forward a solution that addresses what we are becoming, not what we were in the past when you initially secured the business.”

You are the expert, and the customer expects you to be able to build a picture of how their future will look if they continue to work with you. However, innovating with the customer in mind is different to innovating for yourself. Here, you are acting as a ‘tastemaker’ – an expert who knows what the customer wants before they do.

Facebook’s Mark Zuckerberg, Vogue’s Anna Wintour and Apple’s Steve Jobs are all tastemakers who became famous for their innovations. In a long-term customer partnership, the role of a tastemaker is to innovate AND collaborate. You’re still the expert, but the process you follow is more like taking a friend to your favourite restaurant and guiding them through the menu. To do this without straining the friendship requires consideration of their preferences, and compassion for their point of view, and of course the conviction that your expertise will guide them towards a good result.

Robyn Haydon is a business development consultant specialising in business won through formal bids, tenders and proposals. She is the author of two books on proposals and sales, including Winning Again: a retention game plan for your most important contracts and customers http://www.winningwords.com.au/winning-again/

Answer this question to avoid losing an important contract or customer

Everyone likes to win, and no one likes to lose. Yet we all lose business sometimes. Losses can be difficult to handle, but many are preventable, as long as we do the work and thinking that really builds long-term customer relationships.

This week, I read a very raw and personal story about a major account loss written by Aureus Asset Management CEO Karen Firestone. Here’s how she felt from the time her client requested an unscheduled meeting, until she got the news.

“In my purgatory hours, I reviewed the client’s holdings, their performance, our previous correspondence, and notes from our meetings; I found nothing alarming, but nothing particularly calming either. The phone rang at exactly 2:30 (and he) got straight to the point. It took less than a minute for him to fire us from the account, very matter-of-factly, with little attempt to acknowledge the eight-year relationship that had seemed (we thought, obviously, in error) to be very positive. (He) explained that they had hired another manager with a very strong track record who required a high minimum investment; they were redeeming from several other managers to meet that threshold. ….By the time I got off the phone and looked at my screen, the transfer information was already there.”

If you have ever lost an important contract or customer, I really feel for you. None of us are robots. We are people with feelings. Losing a customer or contract creates hurt and fear, both of which are huge drags on creativity, energy and enthusiasm — the very things that we need the most when we need to compete for the business again.

The good news is that it doesn’t need to come to this. If you have an important contract or customer in your care, show them that you REALLY care about them by bringing them new ideas today to help them operate or do business better. Here’s a simple question to spark some ideas: “What’s the one thing that would make us look like heroes to this customer, if we could achieve it?”

Robyn Haydon is a business development consultant specialising in business won through formal bids, tenders and proposals. She is the author of two books on proposals and sales, including Winning Again: a retention game plan for your most important contracts and customers http://www.winningwords.com.au/winning-again/

Competition is coming

No matter where you are in the procurement cycle, one thing that you can be sure of is competition. Whether it's from the customer putting your business out to tender again, or from competitors pushing their own agenda, competition never really goes away.

Yet the way we approach the certainty of competition says a lot about our likelihood of future success.

In her book Mindset, psychologist Dr Carol Dweck explains the difference between fixed and growth mindsets. Those with a growth mindset, like champion athlete Michael Jordan, find success through learning and improving. Others with a more fixed mindset regard success as “establishing their superiority”. As a result, while growth-minded athletes see setbacks as a motivating wake-up call, those with more fixed mindsets give up because they are scared to lose.

One way our mindset is evident in business is in how we engage with customers over the life of a contract. Suppliers with a fixed mindset are full of nervous energy when submitting the tender response, in a flurry of activity when getting the contract set up and hit a flat line of delivery over the course of the contract until the Request for Tender arrives again. On the other hand, suppliers with a growth mindset are always bringing new ideas to the customer – not just when they’re obliged to.

As we end the month of January and are about to run full tilt into the rest of the year, it’s time to engage your growth mindset. What do you know about your most important customers' plans for 2015? What big items do they have on their agenda this year? How can you help them achieve success with these? How can you be ready for events that are going to shape and change their business? When you already have the business, these are not challenges to be fearful of – they are exciting opportunities that will help you win again.

Robyn Haydon is a business development consultant specialising in business won through formal bids, tenders and proposals. She is the author of two books on proposals and sales, including Winning Again: a retention game plan for your most important contracts and customers http://www.winningwords.com.au/winning-again/

3 lessons from the Victorian election about winning again

If you have an important contract you can’t afford to lose, don't bury your head in the sand. Incumbency is no guarantee of victory, and winning again is too important to leave to chance.

In Victoria, our State government has changed hands after a single three-year term – a phenomenon last seen in 1955.

My own electorate, Bentleigh, was the most marginal seat in this election, and it was said that whoever won Bentleigh would win government. We were bombarded with political messages over the week prior to polling day – everything from flyers, letters, and annoying recorded phone calls to a flying visit from Foreign Minister Julie Bishop. Every school fence in the district was plastered with pictures of the sitting member’s face.

It seems this was all to no avail. At time of writing, there was a swing of 2.1% against the government in this pivotal seat, indicating a probably loss to the opposition (along with the rest of the State, where the opposition has convincingly claimed victory).

My mother-in-law, a softly spoken former hospital pharmacist not normally given to violent outbursts of opinion, is very vocal in her dislike of our local MP. Several times, she tried to meet with her to raise concerns about the local hospital. Each time, she was fobbed off by a junior staffer until she was eventually told "(The member) doesn't meet with constituents".

It doesn't take much to lose an election. A swing of a few percentage points. A local issue that trumps a national one. A member who just isn't present enough to the concerns of the electorate.

During the election night coverage, political commentator Peter Costello - a representative of the outgoing party - said: "This (result) shows that there can be one-term governments." Political journalist Laurie Oakes added: "The idea that (incumbent) governments always get a second chance has gone out the window."

It's the same when we bid to retain business. To win again, you need to be the next big thing. Incumbency is no guarantee of victory, and assumption is a dangerous strategy.

Robyn's new book Winning Again: a retention game plan for your most important contracts and customers can be purchased from http://www.winningwords.com.au/winning-again/

“Five-to-niners” – the unsung heroes of a successful bid effort

It takes more than just a mandate to get people to bring their best work to proposals.

What does it really take for a bid to be successful? A compelling offer? A sharp price? A great-looking proposal that is well written and interesting to read? Yes. All are important.

But each of these things is in itself highly dependent on the energy, enthusiasm and creativity our teams bring to the project. Without these, our proposal efforts can really struggle.

The other day, I was talking to Cameron, a program manager who works for one of my most successful clients. Cameron hit the nail on the head when he said, "Bids are not a nine-to-five job for me. They're a “five-to-nine” job."

Cameron isn’t complaining. In fact, he is very proud that his contribution helps his company to win work. But like many people who have an operational role and a lot of valuable knowledge, bids aren’t part of Cameron’s job description. They are something that gets done on top of everything else he needs to achieve in a day.

So spare a thought for the Camerons in your world. These are good people with a great work ethic, but their reserves of goodwill run dry eventually. When the next big thing comes up (after the last big thing) many are inwardly groaning. "Geez, another bid? I'd really like some time with my kids. I'd love to get to the gym. It’s been ages since my wife and I went out to dinner."

A simple way to maintain goodwill with your five-to-niners is to reward them for their hard work — no matter what the outcome— and always make sure there is a real celebration when you win.

And if your team could use some tactics to deliver bid-winning thinking, get in touch – I can help.