Posted: August 7, 2020 | Categories: Sales

Have you ever made a decision and later looked back and regretted it?  Most of us have.  Why did we make that decision?  It was likely because we missed something in the beginning.  There was valuable information or input available, and we didn’t know it.  Now we know it, but look at all the suffering it took.  As sales professionals we can be proud that we help people make better decisions.

I have a friend who is a financial planner.  A few months ago he received an unsettling phone call.  A long-time client informed Dave that he was changing to another advisor.  He got a better deal.  Dave was surprised.  He had done well for his client, and been in there with him side-by-side all the way.  Dave was a good sport and accepted the decision.  With gentle persistence he also found out who his client was switching to.

The next day Dave decided to do some research on this person his client was moving to. He found that he had only been in the business two years and had worked for three different firms in that time.  That concerned Dave, and he called his departing client.  First Dave affirmed the clients decision.  He then said, “If you are like me, when you make a decision, you want to get all the relevant information you can.  I took a few moments to research the person you are moving your account to.  Here is some information I thought you would want to know as you move forward….”

Dave shared this information.  His client thanked him.  Later that afternoon, the client called, and said he had changed his mind, and wanted to stay with Dave.

The most important point to note is that the intent of Dave’s call was pure.  He wasn’t trying to get him to change his mind.  He was being a good friend, and sharing information he thought would help his client.   Let’s remember Dave’s story and the message:  As sales professionals, we help people make better decisions.

Posted: June 26, 2020 | Categories: Customer service, Sales

Two years ago I received a call from a client who was in a dilemma.  He had just been informed by his company accountant that some equipment he had sold several months ago had not been paid for.  The equipment was expensive and the unpaid balance was hefty.

Jack thought about his options:  He could go the legal route and take the heavy-handed approach.  This would burn the relationship.  He didn’t want to do that.  The other option was to set up a video conference with himself, his boss, and the two owners that owed them.  They set the meeting up.

Next, we talked about preparation for the meeting.  The most seasoned negotiators are very aware of these two fundamentals:

• Know your position of strength going into the meeting.
• Clearly define these three different categories:
  • The ideal outcome of the meeting
  • The acceptable outcome
  • The “walk away”

The meeting began on a friendly tone that enabled everyone to relax.  Jack’s boss is an excellent listener and he let the owners talk first.  He then paraphrased and affirmed what they said, and they nodded in agreement.  Throughout the meeting, Jack and his boss were able were able to clearly communicate their negotiables and non-negotiables.  The meeting went well, and they were pleased with the plan that was agreed upon.

When I think about this situation I realize there are so many ways this situation could have gone bad with shouting matches and the destruction of a relationship.

We are all in the midst of recovering from the Pandemic.  It is likely that you are holding someone’s inventory and have a balance that is overdue.  If you value the relationship, consider having a meeting with them to find a common ground.  Once again, here are the key fundamentals:

1. Know your position of strength (and theirs)
2. Define your ideal, acceptable, and walk-away outcomes.
3. Begin in a friendly way.

And remember the “4 F’s”

1. Firm
2. Friendly
3. Frank
4. Fair

Posted: May 29, 2020 | Categories: Customer service, Sales

Yesterday, following a doctor appointment, I was waiting for the elevator to come to my floor.  When the door opened, a man standing a few feet away from me politely asked, “Is there room for two?”  I quickly responded, “Yes. Absolutely”, and thanked him for asking.  The elevator carried us to our destination, and we then went our separate paths.

Afterwards I was reflecting on the exchange.  If I were a merchant, and he was a vendor, I would probably be very comfortable doing business with him.  He thought of me and my world, and he valued it.  Such unselfish acts go a long way in displaying our character.

During this current Covid-19 Crisis, I am frequently asked by my clients, “How do I manage my customer relationships during this time?”  Most folks are very distracted now, and the last thing they want to do is talk to a salesperson.  They need support, friends, and people who give them confidence in the future. They need us. 

Successful salespeople are good friends.  Surveys have consistently shown that those who are most loyal to their suppliers describe their rep most often with these three words: Friend, consultant, and teacher.  When we are struggling through tough times, we count on friends, people who will listen, and those who can help us gain a more favorable perspective.  That’s you!

If you haven’t already, make a list of all the people who have counted on you to serve them.  Give them a call.  Get in to their world.  Ask “how” and “what” questions.  Listen to understand.  Show you understand.  If you can do this, you will help them out and strengthen the relationship.  If they need something, they will ask.

Posted: May 11, 2020 | Categories: Customer service, Networking, Sales

“Cast your bread upon the waters…”

To succeed in business, we need to be fair, friendly, and do the job right the first time.  At the same time, we can’t afford to “give away the store”.  Today I was talking to a HVAC tech who had successfully been in business for over 40 years.  He shared a story with me that I will long remember.  Here is what happened…

It was the heart of winter, and Roger responded to a service call regarding no heat.  He inspected the furnace, and discovered the heat exchanger was in pieces.  It was not safe to operate the furnace.  It had to be replaced.  The owner of the home lived alone.  Her husband was in the service serving as an intern.  She had no money.   Roger said, “Let me work on this and get back to you”.  He called his supplier and told them the story. They immediately picked up on it, and agreed to supply the materials if Roger would do the labor.  They thought this would be a nice story for their newsletter.  It was a deal.  The homeowner was eternally grateful.  It was one of those feel good moments.

Several months later the husband returned from the service and began his practice.  He never forgot the kindness that Roger had shown, and Roger says that he has received more referrals from this person than any other single source over the years.  We know the beauty of this:  Roger did this expecting nothing in return.  For him, it was just the right thing to do.  He was thinking of the other person.  When we give, it is amazing what comes back to us.  This is just another example to illustrate this fundament of business.

Posted: May 1, 2020 | Categories: Sales, Self-Improvement

About 15 years ago I was working for a company with a close-knit staff of about 25.  On one bittersweet day, we had a surprise going away party for a departing co-worker who had been part of the team for many years.  Tom was loved by his teammates, and we wanted to show our appreciation in a special way.

Tom was an active baseball player and loved the game.  We decided to buy him a mitt that was signed by each of us.  Because the mitt was a memento and likely would never be used, you would think we would have bought an inexpensive one.  No.  We bought a Wilson A-2000.  This is one of the most common choices of Major League pitchers, and they are predictably expensive.  Tom was overwhelmed and became very emotional.  Later he shared that his joy went way beyond the signed mitt.  It meant a lot that we thought that much of him.  What we did is called a “jaw-dropper”, and when we do things like this, they strengthen relationships and are never forgotten.

Due to the Corona Virus crisis, many of us are finding that we have extra time on our hands.  Here’s one way we can use this time wisely.  Deepen our relationships with a “jaw-dropper”.  Here are a couple other examples to get your creativity going:

My birthday was last Tuesday, and two of the cards I received were hand made.  Much time and thought had been put in to both cards.  In one case, the person had included pictures they had uncovered from my high school and college yearbooks.   Most important, each card had a touching personal note saying how much they valued me as a life-long friend.  At 71, getting something like that is truly a “jaw-dropper”

Think of a relationship you have that you value highly.  Why are they so important?  What is something that you could say or do for them that radiates your thoughts with an exclamation point?  Go for the “jaw-dropper’!