nz sales manager issue 79
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1 / www.nzsalesmanager.co.nz
3 tips to maximising sales in 2014Hands free calling – how well prepared are you really?Slow down to go fasterDo you know what motivates you?NZ’s e-mag for sales leaders
feBrUarY 2014 IssUe 79
www.nzsalesmanager.co.nz / 2
6 THIs WeeK's mUsT read
sales Is a flaWed model
10 maxImIsINg sales IN 2014
Three tips you need to know
14 HaNds-free callINg
How well prepared are you, really?
16 TWo mINUTe Top Up
sloW doWN To go fasTer
19 QUIcK fIx
do YoU KNoW WHaT moTIvaTes YoU?
It’s not what you sell, it’s how you sell
20 resoUrce corNer
dIscover QUesTIoNs THaT geT YoU coNNecTed
Be the one seller buyers want to talk to
21 caleNdar
22 NZsm code of professIoNal sellINg
23 THe close
coNTeNTs
3 / www.nzsalesmanager.co.nz
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www.nzsalesmanager.co.nz / 4
from THeedITor
ABOUT /Short and sharp, New Zealand
Sales Manager is a free e-magazine
delivering thought provoking and
enlightening articles, and industry
news and information to forward-
thinking sales managers, business
owners and sales professionals.
EDITOR / Paul Newsom
ART DIRECTOR / Jodi Olsson
GRAPHIC DESIGNER / Sevim Dogru Ozan
GROUP EDITOR / Nick Harley
CONTENT ENQUIRIES /
Phone Paul on 04 586 4733 or email
pauln@nzsalesmanager.co.nz
ADVERTISING ENQUIRIES /
Phone Richard on 09 522 7257 or email
richardl@espiremedia.com
ADDRESS / NZ Sales Manager, C/- Espire
Media, PO Box 99758, Newmarket,
Auckland 1151, NZ
WEBSITE / nzsalesmanager.co.nz
IssN 2230-4762
NZ sales maNager WoUld lIKe To acKNoWledge THe sUpporT of oUr major parTNers
Happy New Year and
welcome to the first
issue for 2014. We
hope you are off to a great start
and wish you well for the year.
You might be thinking the title
of our lead article is provocative,
and it is well worth a read. I find
contributor Sharon Drew Morgen
talks a lot of sense. I can think of
many sales opportunities that I
have not won because the client
probably could not, or did not
know how to change to be able to
use the solution, and I was unaware
and therefore unable to help them
with this.
I was reading a media report last
week that a survey done by the
Ministry of Transport has revealed
that 47 per cent of the people
interviewed thought it unlikely that
they would be penalised for using a
mobile phone while driving.
In addition, when we are stationary
in the car, the number of us who
pick up the phone increases from 1
in 40, to 1 in 20. While we might not
be thinking about safety, I suggest
most of us would be unaware of
the $80 fine and 20 demerit points
if we do get caught either.
We’ve got the facts on the law
on mobile phone use for you in
this issue, which we hope you
find helpful.
Happy selling
paul
onsumer Vault can help
you better understand
your current customers
and prospects by adding intelligent
information to your existing database.
KMS Data is a licensed provider of
phone numbers from the White Pages
data WWW.kmsdata.co.nz E info@kmsdata.co.nz P +64 9 621 0472
C
Consumer Vault contains contact details for over 1,000,000 adult New Zealanders. Being such a substantial database we focus on working with you to select the best prospects for your telemarketing, research, direct mail and acquisition campaigns.
directory and as such we can offer
a 95% accuracy guarantee and
typically achieve 98%. Our high level
of address accuracy ensures your
direct mail campaign qualifies for
bulk mail discounts.
We understand the cost of marketing
to the wrong prospects so we have
gone to great lengths to ensure we
can refine the database to identify
the absolute best prospects for you.
As we own and maintain the database
in-house, we know exactly what can
be done and are flexible in how we
can select and supply prospect
databases making Consumer Vault
KMS Data offer an obligation free consultation, contact us to discuss how we can help you.
CONSUMERVAULT
Home Ownersor Renters
Home Ownersor Renters
CONSUMERVAULT
Age &IncomeRange
Age &Income Range
Gender
EthnicityEthnicity
Vehicles
Geographicallocation
Geographical location
Gender
Vehicles
BUSINESS VAULT
BUSINESS VAULT
Industry Type
Company Size
Direct Mail
Business Intelligence
Telephone Marketing
Locationor SalesTerritory
Locationor SalesTerritory
Industry Type
Company Size
Direct Mail
Business Intelligence
Telephone Marketing
Consumer Vault is one of New Zealand’s largest and exceptionally accurate residential prospect databases
one of the most user friendly and
cost effective residential prospect
sources for New Zealand.
Don’t buy customer or prospect
information you already have!
KMS Data are happy to remove
your existing contacts from
Consumer Vault ensuring you only
pay for new prospects.
Consumer Vault is 100% privacy
compliant. This means the database
has been constructed from legal
and ethical sources and KMS Data
remove people that are recorded
on the Marketing Association’s
suppression lists.
onsumer Vault can help
you better understand
your current customers
and prospects by adding intelligent
information to your existing database.
KMS Data is a licensed provider of
phone numbers from the White Pages
data WWW.kmsdata.co.nz E info@kmsdata.co.nz P +64 9 621 0472
C
Consumer Vault contains contact details for over 1,000,000 adult New Zealanders. Being such a substantial database we focus on working with you to select the best prospects for your telemarketing, research, direct mail and acquisition campaigns.
directory and as such we can offer
a 95% accuracy guarantee and
typically achieve 98%. Our high level
of address accuracy ensures your
direct mail campaign qualifies for
bulk mail discounts.
We understand the cost of marketing
to the wrong prospects so we have
gone to great lengths to ensure we
can refine the database to identify
the absolute best prospects for you.
As we own and maintain the database
in-house, we know exactly what can
be done and are flexible in how we
can select and supply prospect
databases making Consumer Vault
KMS Data offer an obligation free consultation, contact us to discuss how we can help you.
CONSUMERVAULT
Home Ownersor Renters
Home Ownersor Renters
CONSUMERVAULT
Age &IncomeRange
Age &Income Range
Gender
EthnicityEthnicity
Vehicles
Geographicallocation
Geographical location
Gender
Vehicles
BUSINESS VAULT
BUSINESS VAULT
Industry Type
Company Size
Direct Mail
Business Intelligence
Telephone Marketing
Locationor SalesTerritory
Locationor SalesTerritory
Industry Type
Company Size
Direct Mail
Business Intelligence
Telephone Marketing
Consumer Vault is one of New Zealand’s largest and exceptionally accurate residential prospect databases
one of the most user friendly and
cost effective residential prospect
sources for New Zealand.
Don’t buy customer or prospect
information you already have!
KMS Data are happy to remove
your existing contacts from
Consumer Vault ensuring you only
pay for new prospects.
Consumer Vault is 100% privacy
compliant. This means the database
has been constructed from legal
and ethical sources and KMS Data
remove people that are recorded
on the Marketing Association’s
suppression lists.
www.nzsalesmanager.co.nz / 6
mUsT read
Do you know why you don’t close all the sales you deserve
to close?
Do you know, on your first prospecting call, who will buy?
Do you know where buyers go when they say ‘I’ll call you back?’
Do you know what takes buyers so long to buy when it seems so
obvious to everyone – including them?
By Sharon Drew Morgen
7 / www.nzsalesmanager.co.nz
You don’t know the answers to these questions
because the sales model is geared for solution
placement. Of course you give good service, ask all
the right questions, understand the need and how
it fits with your solution. But the sales model is not
set up to manage the personal, human, political,
strategic, and hidden systemic issues that buyers
must handle internally to get the buy-in and develop
the pathway to bring in a new solution.
The buyer’s environment is a kind of system, with
people, and policies, initiatives and relationships, all
working together, fighting to maintain themselves.
And when they consider fixing something, they have
to manage everything that touches it or face chaos.
Just as you can’t just purchase a new house on the
way home and announce to your family that you’re
moving tomorrow, a buyer cannot just choose a
solution to add to the well-functioning mix of givens
within the status quo. It’s not about the house.
mUsT read
To continue with the analogy, the sales model
merely understands the family needs for a house
and then finds the house. It does not handle the
fight between the parents and teenagers who don’t
want to move from their friends, or the decision to
move closer to in-laws, or the discussion around a
possible divorce. To sell the house, these details
are unnecessary. To buy the house, it’s imperative
to resolve first before they know what or if to buy.
And everyone must buy-in somehow before a choice
is made.
“the sales model is not set up to manage the personal, human, political, strategic, and hidden systemic issues that buyers must handle internally to get the buy-in and develop the pathway to bring in a new solution.“
www.nzsalesmanager.co.nz / 8
mUsT read
A new skill set that works alongside of sales is
required and I call this Buying Facilitation®. It’s not
sales, but it’s a change management mode that
can be used in any change situation (management,
negotiation, coaching) to help others reorganise and
reconsider their status quo so something new can
enter. This is based on a servant-leader goal, to truly
help others make their best decisions.
Here’s an example. The head of Consumer
Banking of Barclays Bank called to ask if Buying
Facilitation could be used with a program they were
developing. Here’s the dialogue. Note that I am not
doing a sales job here (that will come later – buyers
need solution data only when their other decisions
and internal change issues have been handled) but
am helping him figure out how to bring change and
get buy-in… all of which would include my help at
some point, but not specifically about my solution.
BANK: Can Buying Facilitation be added to the
software we are developing so customers will be
able to choose the best product?
SDM: Yes. But what’s stopping your tech guys
from trying to do that for you?
BANK: Nothing. They’ve already bought a few
of your books and are trying to put your ideas into
their software design.
SDM: So I’m hearing they’d rather do it all
themselves. How would you and the rest of the
Buying Decision Team know if you’d prefer the
capability you’d get working with me directly or with
the outcome they’d get from the tech guys using
my books?
BANK: They won’t know the difference, but I’ve
read some of your books and I know that you keep
some of the ‘How To’ out of the books. So I know
you’d provide more, but they won’t.
SDM: What should you and I do to help them
decide what will be their best solution?
BANK: Let’s set up a conference call.
At that point, he named two department heads
that needed to be involved – technology and
training. I suggested he might add the heads of HR
SHARON DREW MORGENVisionary, New York Times Best Seller, Developer Of Buying Facilitation
9 / www.nzsalesmanager.co.nz
mUsT read
sharon drew morgen has been helping sellers influence and facilitate the buyer’s behind-the-scenes buying journey since the mid 80s. To find out more visit www.newsalesparadigm.com
(to train 4000 people), internal consulting/project
management, sales, and retail banking. He set up
the conference call.
On the call, the CEO of Barclays joined the call.
We all worked together for a month (I’m on the
Buying Decision Team at this point) to figure it out.
And I ended up with my piece of the pie – with no
proposal, no visit to UK, no price discussion, no
competition. My solution was irrelevant until they
understood how they needed to bring in something
new and fit it in, and until all of the right people
were on board to fully define the need.
Sales is great. But if you add the change
management piece to the front end – before you
sell, or understand needs, or make a presentation,
you can easily know - who will close, approximately
when, and how to help them discover, prepare, and
facilitate buy-in for the buyer…and, get onto the
Buying Decision Team on the first call. Halving the
sales cycle.
Until or unless buyers have all of the change
management issues covered, they will not buy,
regardless of the match between your solution
and their need. They are doing ‘well-enough’, and
if they could have resolved the issue, they would
have already.
My solution was irrelevant until they understood how they needed to bring in something new and fit it in, and until all of the right people were on board to fully define the need.
MAXIMISING Sales in 2014
In many ways sales has changed more in the past
few years, than it has in the 30 years preceding.
Yet still so much of sales remains how it was 150
years ago. It is personal, timely and relationship-
based. This makes 2014 a year to look forward to,
with boundless opportunities to engage buyers in
a different way with a renewed focus on the buyer.
Also being mindful that the challenges to break
into new accounts and get those truly incremental
sales for your company have never been harder, but
such a large proportion of sales interactions are so
awful that the opportunities to stand apart are yours
to take.
So what has changed looking forward to 2014?
In complex business-to-business to sales, successful
outcomes are the result of a huge number of
variables that differ in each sale. However, a number
of factors are reported that divides the winning
seller with the remainder.
By Stuart Edmunds
THREE TIPS YOU NEED TO KNOW
www.nzsalesmanager.co.nz / 10
11 / www.nzsalesmanager.co.nz
1) EDUCATION: Top sellers educate buyers with new ideas
or thinking.
Buyers desperately want sellers to bring more value
to the table. Expand their knowledge, give them
new ideas that can change their thinking, or at least
serve as a hook to engage in further discussion.
This might be through sharing original, reposted
or repurposed content such as white-papers,
presentations, webinar recordings or invites,
websites, videos or research. Of course this material
needs to be timely and applicable to the buyer.
The seller becomes known as a source of insight to
the buyer.
2) COLLABORATION: Buyers have personal and business goals
Buyers want to be part of the solution, so make
sure you work with them to achieve this. When a
purchase is made, one of two things has occurred:
• Need: the buyer drives proportionally more
demand and have some requirement to buy.
• Want: the seller drives proportionally more
demand, until a ‘want’ is evolved in their minds
as a priority purchase.
Because the buyer isn’t required to buy
when a seller is driving demand, sellers
must be able to drive the priority up
the scale to make the purchase happen,
but you’re nowhere near the top of the
buyers’ priority list when you start. The
keys to moving up this list are:
• Desire: they really need to want
what you can do for them.
• Ownership: take something not
even on their long-distance radar
screen and take on the deep belief
they must do something about this.
Top sellers collaborate with prospective
buyers almost three times more than
second-place offerings. Collaboration
helps in almost every sales environment.
www.nzsalesmanager.co.nz / 12
3) ACTIVE LISTENING: One part of truly understanding.
Actively listening to buyers and following up
with relevant information to demonstrate your
understanding is regrettably lacking with many sales
interactions. Salespeople, like most of us, have
selective hearing and still miss the points above in
item 1 - Educating with new ideas or perspectives.
Winning sales people educate with new ideas,
but they also listen and truly understand needs,
before educating.
A salesperson who is talking too much, and not
actively listening, is probably thinking or feeling:
• The need to pitch my product or service
• I like to hear myself speak
• I get nervous with gaps in the conversation, so
I speak to fill the void
• I have no plan or objective
• I’m distracted and go off-plan
• I already know what they’re going to say and
what they need
If you’re not actively (actually) listening you:
drastically diminish the window of opportunity to
build rapport can only guess what elements of
your offering will give the maximum value for this
particular buyer. You miss the chance to uncover
true needs and craft something truly special
We’ll say it again. Sales has changed, yet so much
remains the same. Above all, every customer is
human and very few like to be sold to, although
every business needs to sell in order to survive
and grow.
These tips, whilst simple to understand, are difficult
to master. Study them and prepare for more success
in 2014.
We’ll say it again. Sales has changed, yet so much remains the same. Above all, every customer is human and very few like to be sold to, although every business needs to sell in order to survive and grow.
stuart edmunds is the founder of the New Zealand Institute of sales, the only national, cross-industry professional organisation dedicated to elevating the sales profession in New Zealand. They support professional development, peer networking and industry awards among members who support, work-in and lead sales organisations. To find out more visit www.instituteofsales.co.nz
www.nzsalesmanager.co.nz / 14
HANDS-FREE CALLING
Mobile phone communication is a daily reality for most business people including while ‘on-the-
go’ in vehicles. There are a range of devices to assist hands free calling while driving, and the
uptake of them since the driver law change in November 2009 has been universal. However, many
companies may currently be exposed to a prosecution by the Department of Labour if one of their employees
is involved in a vehicle incident caused by them using a mobile phone. Even with a Bluetooth device in use, if
the mobile phone is handled at all, this is in breach of the Law. Some companies have a policy forbidding any
phone use by a driver – even such a policy may prove to be inadequate protection for a company against a
prosecution under Occupational Safety & Health (OSH) regulations.
We spoke to Dave Youngson, of Point to Point New Zealand, to find out more about the law and
driver safety.
NZSM: So what’s the issue here Dave?
DY: Human nature being what it is, a particular
set of circumstances may cause a driver when
taking a call to handle their phone, resulting in a
tragic outcome.
NZSM: What does the Law require of
an employer?
DY: A paraphrased version essentially says that all
employers have a “Duty of Care” towards all their
employees, at all times, to make all reasonable
provisions to ensure a safe workplace environment.
This of course includes a vehicle.
In court it may be established that it is not
unreasonable to invest in a car-kit to provide hands-
How well prepared are you, really?
free calling of a quality such that drivers will always
use it. This may well be measured against the tens-
of-thousands of dollars invested in a vehicle and
hundreds in a phone or other device, and deemed
to be a small additional price to pay verses accident,
injury or death.
NZSM: What does the (Nov. 1st 2009) Law state?
DY: A driver may push buttons infrequently if the
phone is secured in a cradle or holder.
A fully installed (hard-wired) car-kit with a cradle
to secure the mobile phone further mitigates the
company’s liability with regards to “duty of care”.
The cradle also provides connection to an aerial
outside the vehicle for a stronger signal.
NZSM: Who should be using car kit?
DY: Anyone who wants to make or receive phone
calls while they are driving. Particularly those who
spend significant time driving in a working day and
need to be in contact.
NZSM: As well as compliance with the law, are
there other reasons to use one?
DY: A good quality car-kit solution enables a driver
to make and receive calls with ease during what may
otherwise be less productive time – often for longer
periods in a day. Higher-end solutions are now fully
voice controlled and completely hands-free. They
read out loud emails and txt messages, record a
message or conversation, assist navigation and even
provide safer heads-up music selection.
NZSM: What about vehicles that already have
Bluetooth in their stereo head-units?
DY: Since these have been available, the
experience of users has been mixed. Some find that
too often they do not produce satisfactory audio
quality for the caller (not in the vehicle) to hear with
ease, for others their mobile phones won’t connect
with them. This may result in drivers not using
Bluetooth, and handling their mobile phone which
increases risk or that driver being out of contact
which could reduce productivity.
NZSM: What’s the one thing that people must
consider when choosing this kind of product?
DY: Will it work well enough for me such that I will
ALWAYS use it?
point to point Technology distribute the BUrY range of in-vehicle hands-free solutions. They are committed to assisting safer road usage in New Zealand. To find out more visit www.ptp.net.nz
15 / www.nzsalesmanager.co.nz 15 / www.nzsalesmanager.co.nz
HANDS FREE SOLUTIONS FOR SMARTER DRIVERSClick here to receive 10% discount! - Use promo code: SM30214
www.ptp.net.nz
www.nzsalesmanager.co.nz / 16
When I was 19 I rode a motorbike. Then I did this course where
we rode around a real racetrack. After half an hour, Richard
our riding instructor said “Get up to 100kph, then brake as
Slow down to go FASTER
By Daniel Batten
2 mINUTe Top-Up
hard as you can. So I did. He told me “It took you
44 meters. Daniel, you are a danger to yourself and
others. Let’s show you how to brake properly.”
By the time he’d finished I was getting up to 100kph
and braking in just 19 meters.
Then just as I was starting to feel good about my
achievement, he said “Back on the track, let’s time
you again.” That good feeling evaporated. I knew
that with all that braking I’d have caught “slow-
disease”. Anyhow, I did another lap. And there was
Richard, beaming. “Seven seconds faster”.
I couldn’t believe it.
By learning to slow down, I’d learnt to
speed up.
Why?
Well, because I could slow down more
effectively, I could accelerate up each straight
for longer. That meant I spent more time at a
higher speed, and in more control too.
In life, that whirring engine is your mind; the
“track” is your outer world of activity. When
you learn to slow down – not only do you
make life less anxious for yourself and others;
your performance improves “on the track.”
This year, stop trying to do more; start
mastering how to slow down. This is the
secret to gaining more success and less stress
at the same time.
Happy new year.
2 mINUTe Top-Up
17 / www.nzsalesmanager.co.nz
daniel Batten is a true linguistics champion and marketing thought leader who can take your marketing message and organisation beyond its current ceiling. To find out more visit www.beyondtheceiling.com
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www.nzsalesmanager.co.nz / 18
If you can’t instantly answer this
question, then it’s time to pause
for a while and figure this out. Your
success will depend on it.
Some people have a strong internal
motivation (intrinsic) and drive. They
can be equally effective in a variety of
environments. Others need motivation
from the outside (extrinsic). It could be
the office environment, or a regular pep
talk from a partner, manager or friend
from which they draw their motivation.
When you have the answer, make sure
that the factors which provide this
motivation are sufficiently present on a
daily basis. If not, you should consider
what changes you need to make to your
situation or to your daily routine.
QUIcK fIx
IT’s NoT WHaT YoU sell, IT’s HoW YoU sell.
DO YOU KNOW WHAT MOTIVATES YOU?
QUIcK fIx
19 / www.nzsalesmanager.co.nz
20 / www.nzsalesmanager.co.nz
authors: Deb Calvertpublisher: People First Productivity Solutions from www.amazon.comprice: $17.96
Make every sales call count and be the
one seller buyers want to talk to! With
DISCOVER Questions™, you will be able
to differentiate yourself from the pack, create value
for your buyers and connect in ways you never knew
were possible. The research (over 15 years of it with
sellers like you) and anecdotes from actual sales calls
will show you exactly how to become more effective
in all stages of your sales process. You will advance
the sale more efficiently when you use DISCOVER
Questions™ and the sales approach described in
this book.
dIscover QUesTIoNs
THaT geT YoU coNNecTed
Be THe oNe seller BUYers WaNT To
TalK To
resoUrce corNer
daTe Name place compaNY lINK
Tuesday 4th March -
Wednesday 5th March
Key account management
Wellington NZIm http://www.nzim.co.nz
Thursday 13th March prospecting and gold calling
Christchurch The marketing company
http://events.themarketingcompany.
co.nz
Monday 17th March sales development Auckland david forman http://www.davidforman.co.nz/
Our-Programmes/Sales/Sales-Devel-
opment.aspx
Tuesday 18th March cold calling and pros-pecting
Auckland Top achievers sales Training
www.topachieverssalestraining.co.nz
Tuesday 18th March sales Basics Auckland geewiz www.geewiz.co.nz/seminars
Wednesday 19th March sales management Auckland geewiz www.geewiz.co.nz/seminars
Wednesday 19th March sales Ignition day New Plymouth The marketing company
http://events.themarketingcompany.
co.nz
Thursday 20th March overcoming objections Auckland Top achievers sales Training
www.topachieverssalestraining.co.nz
Monday 24th March Territory planning and management
Auckland david forman http://www.davidforman.co.nz/
Our-Programmes/Sales/Territory-Plan-
ning-and-Management.aspx
Tuesday 25th March sales process Auckland Top achievers sales Training
www.topachieverssalestraining.co.nz
Wednesday 26th March -
Thursday 27th March
essential marketing Boot camp
Nelson The marketing company
http://events.themarketingcompany.
co.nz
Monday 31th March sales leadership for results
Auckland david forman http://www.davidforman.co.nz/
Our-Programmes/Sales/Sales-Leader-
ship-for-Results.aspx
caleNdar
21 / www.nzsalesmanager.co.nz
Does your organisation have a code of sales ethics? We’ve developed this one especially for NZ Sales Manager readers.
Please feel free to adopt for your team or organisation!
When dealing with me:• You will find honesty and integrity.
• You will be listened to. I will seek to understand.
• You will be told the truth, how it is and as it happens.
• We will be working towards mutual gain.
• You can expect me to follow through on the promises I make.
• You can expect me to be committed to my own personal development.
• You can expect me to be an ambassador for the sales profession.
THe NZ sales maNager code of professIoNal sellINg
23 / www.nzsalesmanager.co.nz
Have you subscribed to NZ Sales Manager? It’s free!Simply visit www.nzsalesmanager.co.nz to get a copy of NZ Sales Manager
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“Ever tried. Ever failed. No matter. Try again. Fail again. Fail better. ”
- Samuel Beckett (and tattooed on Stanislas Wawrinka’s left arm)
THe close
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