No Problem

When handled effectively problems can teach us how to avoid future mistakes. To learn from problems, however, we have to be able to analyze and solve them. Instead of taking a disorganized, shot-in-the-dark approach to problems, use this eight-step strategy to help you find the best solution.

1. Define your problem. People often think they’ve defined a problem when in fact they’ve only defined a symptom.

To correctly identify your problem, look for possible causes. Is the problem limited to a certain territory, skill, department, salesperson or customer? How long have you had the problem? What brought it to your attention? The answers to these questions will help you see the big picture more clearly so you can define your problem more accurately.

2. Gather data. Now that you’ve correctly diagnosed your problem, start collecting information to lead you to a solution. Get several expert opinions on the problem. Different perspectives may open your eyes to causes or solutions you hadn’t considered.

Since your salespeople may be the ones most affected by or familiar with the problem, you might want to ask them what they think is causing it and how to solve it. Use a variety of resources to conduct thorough research on the problem.

3. Set a problem-solving goal. To choose and implement an effective solution, it’s important to know what you want the solution to do. If your problem is a low closing ratio, ask yourself how the ideal solution would fix it. In this case, the ideal solution might increase the number of appointments your salespeople make and improve your closing percentage to 20 percent of those appointments. When appropriate, make salespeople and/or other managers aware of your goal so they can help solve your problem.

4. Search for solutions. Once you’ve pinpointed what you want to accomplish you can search for solutions to help you achieve your goal. Investigate what other managers have done in your situation.

Brainstorm to come up with creative solutions, and solicit other managers’ and salespeople’s input. You could even turn the search for a solution into a contest.

5. Choose a solution. Your research should provide you with a variety of solutions to your problem. Before you decide on one of them, consider the factors that will affect its results: the size and type of your business, the size of your sales force, your product or service, and the number and type of your customers.

What will your solution cost? Is there a less expensive or time-consuming but equally effective way to solve the problem? A chart that outlines the pros and cons of each solution may help you choose the best one.

6. Implement your strategy. Develop a plan to implement your solution that outlines how each step will help.

If the plan affects your salespeople, hold an informal meeting to let them know what you’re doing, how they can help and that you’ll be counting on their cooperation. Stick with the plan you developed and give it time to work – depending on the problem, you may have to wait weeks or months before seeing results.

7. Evaluate the results. Evaluation lets you know to what degree your solution solved your problem. How do the results of your solution measure up to the goals you set? Did the strategy affect more areas than you expected? If you could do it over again, what would you change? If you write down any ideas you have and what you learned from the experience, you’ll be better prepared to tackle similar problems in the future.

Remember that problems are often opportunities in disguise, so don’t shy away from them. With the right strategy for solving them, you can conquer today’s problems and help prevent tomorrow’s.