“Have you ever had a customer interaction that changed how you approached your work in any of the roles you've performed in your lifetime?”
Most superintendents will tell you they have MANY interactions throughout the year. Many of us talk about finally writing “THE BOOK” including many of the best interactions with customers + members that we’ve had over the years, but I digress, LOL! Instead, I’ll tell you about the greatest tool I’ve utilized to help correctly assess and communicate efficiently with customers, members, and coworkers I’ve come in contact with during my 52 year career.
I was raised to say, “Yes sir /ma’am” no matter what to people, especially those who signed my paychecks. During my 32 years on the turf side of the business as a Worker, Assistant, and Superintendent, I always wondered why people said things in a certain way when I was trying to give the facts in the nicest of ways. It wasn’t until I went to “The Dark Side” (as they say) and started my 20 years now in SALES, that my eyes were fully opened.
Fortunately for me, my lifelong quest for communication and understanding was conquered! I became the Mid-Atlantic Territory Manager for Syngenta, and I was very enlightened by their education system. They called it their “Learning Academy”, and it was all voluntary. I learned many years ago that you cannot get enough education, so I took as many of their education classes as I could, which took me across the United States with some of the best educators. In those four years with Syngenta, I learned that their Learning Academy was their version of “Sandler Training”. Sandler Training – Sales Training & Development Company
After taking the job at Genesis Distribution (Formerly Genesis Turfgrass, Inc.) I was excited to find out that owner Mike Del Biondo had taken many years of Sandler Training, was in the Sandler “Presidents Club,” and wanted me to have the same level of education. I took 3 more years of training while working full time! (7 Years of Sandler Training).
An aspect I hold as one of my “THREE THINGS THAT CAN MOVE MOUNTAINS” in your life is an aspect of Sandler Training called “D.i.S.C.”. What is the DiSC assessment? When I was a sales manager, the DiSC Profile helped me give talks, webinars, and training to many of our Sales Team and customers on its finer points.
There are only 4 personalities in life, and everyone falls into one. From years of studying DiSC I have learned that this stuff should be taught to everyone, beginning in Middle School. Learning WHY and HOW communication happens with customers, members, and all people has not only changed my approach, but has also made life easier and more enjoyable! Learn where you fall in the chart and explore how to make communication much easier for yourself!
-Mark Merrick, CGCS Retired
Introducing ‘Merrick Mondays’, a segment where we hear from Mark Merrick, our resident brand Ambassador, Chief ‘Cool” Officer, and general source of wisdom and secrets of the universe, to spotlight a dose of interview-style content, weekly.