Delibrate drama

"We smile," Steve confessed. "Even when we don't feel like it."

Sales leaders must look comfortable, confident and competent to their competition, customers, employees and media - even if they don't feel like it.

I can assure you, most sales leaders don't enjoy corporate socializing, media interviews, owner's meeting, selling or even managing 100%, but to be effective they need to look like they do.

That might mean smiling more than they are inclined to, shaking hands with people they don't want to meet or working with people they don't like. That's acting.

I sometimes act angry in front of my employees. I jump from flashes of anger to self-deprecating humour. But sometimes it's the best way to get a lesson across. It takes a lot if energy, but it is necessary.

Sometimes, it's necessary to get a "fire" built under people to get them going.