I’ve read several books that I think have made an impact on my life, both professionally and personally. Occasionally, a friend or co-worker will be sharing a problem, conflict, or concern and I’ll be reminded of the impact that a particular book had on my handling of a similar problem in my own life. I still remember the first time that I read Dan Millman’s, The Way of the Peaceful Warrior. I remember feeling S H O C K! This book absolutely changed my life. Changed the way I looked at life. Actually, changed my opinion of my “place” in the world. I’ve recommended the book often.

Last night, Dave Kurlan posted about his recent lunch with Dan Millman. (God! Sometimes I’m just so jealous!) Anyway, Dan gave Dave some news and I’m not going to steal any thunder. You can read about it here.

http://www.omghub.com/blog/tabid/5809/bid/1301/Dan-Millman-and-The-Peaceful-Warrior-Movie.aspx

See you there!

Rick

One of the original sales acronyms is A I D A. (Attention, Interest, Desire, Action) (Google it if you’ve never seen it before.)

If you consider yourself a sales aficionado, this is a reminder that it’s a 24 hour/day thing.

I called my wife on the way home tonight. I obviously interrupted her. She sounded distracted and frustrated with whatever she was doing. I told her that I was on my way home and asked her if she needed anything. She said, “No.” So, I told her that I’d see her in a bit and started to hang up. As I was reaching for the “End” button, I heard her asking, “Where are you?” I thought about just ending the call, but decided that if I did, I’d never get into heaven. So, I asked, “What?” She repeated. I told her, “Highland Street”. She said that she needed vegetables and I asked her, “If you needed vegetables, why did you tell me that you didn’t need anything?”

So, who screwed up?

Easy! Me! I’m the guy!

That’s not exactly right. I did screw up, but it’s not a gender thing. I started the conversation. I didn’t have her attention. I had no business asking any deeper questions if she wasn’t paying attention. How many times do you “pitch” a prospect who’s not paying attention?

You can start here. http://en.wikipedia.org/wiki/AIDA

A few weeks ago, a friend of mine came to visit me. While he was visiting, another friend asked me about him, so I introduced them. As it turns out, my second friend was looking for a plumber and they had a follow up conversation. The next day, another friend suggested another plumber (I knew him, too.) This brought to mind three other possibilities, so my second friend had 5 choices.

Confused yet? No sweat! Here it comes. The first introduction was an accident. Had my second friend asked me if I knew a good plumber, I would have introduced him to #2, first. I probably would have mentioned the others, but I would have given #2 an advantage. #2 couldn’t do the deal. He’s the best solution. The most highly trained. Should have gotten the business. Hasn’t.

So, how should I feel? He’s the only plumber that I had a conversation with to give the lay of the land. He’s not in the running and I’m bummed. What should I do?

Incidentally, we’re not really talking about plumbers. The occupation’s been changed to protect the guilty.

I was talking with my mother about this post on Monday evening (Yeah, she’s a reader.) and she accused me of “judging” my suspect. I respectfully disagreed with her. I suggested that I’m not saying that what the suspect did was right or wrong. I’m taking full responsibility for my decision as to whether I will work under the conditions that he is placing on me. (I wonder. Is he taking full responsibility for his actions?) I’ve tried twice to write a detailed dissertation giving signals, explaining cause and effect, etc.

Dan, Dave and Pete made great comments that are on target and specific to this situation.

I’ll take a different approach.

Some people vote the party…Others vote the candidate.

Some prefer a small local bank…Others prefer one of the big three.

Is your CPA, lawyer, insurance agent, IT support, etc. a “one man show” or part of a large firm?

Do you prefer high end or cheapest? Blondes or brunettes? Coke or Pepsi?

Are you generally optimistic or pessimistic? (Either way, don’t you think that you’re a realist?)

My point is that we have certain beliefs and make certain decisions. We decide who we like. Who we want to do business with. When we’ll bend and when we’ll hold firm.

This suspect decides how he wants to live. If he wants to blow off appointments, it’s his perogative. If he wants to use big words, it’s his choice. If he wants to be “pulled into meetings” or not schedule enough time for his conference calls, he has the right. It’s his life. It’s his business and I have no right to object or try to change him.

On the flip side, if I insist on punctuality. If I intentionally schedule “fluff time” after my appointments to allow for run-over. If I use simple words to communicate. I recognize that some people will accuse me of being arrogant, too hard, or suggest that the world isn’t black and white and I’m OK with the risk that they won’t like me. Why isn’t that OK?

Even if he needs my help, he doesn’t have to admit it. Even if I need a sale, it doesn’t have to be him.

In this case, I will never schedule another call with this guy. However, I seriously doubt that he’ll ever ask for another chance. Isn’t it interesting that we agree?

Read the following “Real Life” exchange between me and a “suspect”. First, pretend that you are my sales coach. What would you advise me to do next? Second, pretend that you are my suspect’s coach. What’s his problem? (You may want to look here: http://www.objectivemanagement.com/References/index.htm).

Here’s the exchange:

Me (email 1/18 5:59 AM) I was talking with (a client of mine), yesterday, about our CEO Luncheon. He suggested that if there is still room, that he’d like to have you attend as his guest. There is, but we have to give our final count to the White Cliffs on Friday. So, please, check your schedule and R.S.V.P. today.

Him (email 1/18 2:32 PM) Thank you for the invitation – I will be in attendance.

He and I spoke after the Luncheon and scheduled a call for 1/31 @ 2 PM. He wasn’t there when called. I left my number, but he didn’t call back.

Me (email 2/2 8:41 AM) Thank you for attending our Executive Luncheon on January 24^th. We’ve talked with almost everyone that requested a call already. You requested a call, scheduled a call, then neither took nor returned my call. My wife and I are going on a cruise tomorrow. So, my plan would normally be to follow up with you when I return. If you’d prefer not to talk to me, please take a moment to reply as such and if you’re so inclined, give me some feedback.

Him (email 32 minutes later) I do not know you or your style but I sense tone in your email.   I did not take your call because I was pulled to a meeting and not available that afternoon.   I have not returned your call simply because I have not yet made it to my non-client related returned calls.   I have no issue with speaking to you especially since I took the time to attend the seminar. Thanks.

Me (email 2/11 8:04 PM) I’m back and well rested. I have my annual physical Monday morning at 8:30. I should be in the office by 10. I expect to be in “response mode” for the first half of the week. Please feel free to call me at 508.389.9350 x223 at your convenience.

Him (email 2/12 9:13 AM) I am just back as well and will contact you by midweek.  Thanks.

Him (email 2/20 1:47 PM) I still owe you a call – I will make that happen.  Thanks.

Me (email 39 minutes later) I’m not around today, but should be tomorrow.

Him (email 20 minutes later) Ok,Thanks.

I don’t know why, but I called him Friday, the 23^rd. He answered and he agreed to call me at 1 PM today. At 12:59, today, I received this email: I am on a conference call that is going long – I could be 30-40 more minutes.  I will call you at home when it is over.   Thanks.

He called at 1:47 and left this voice message, “Hey, Rick, ________ calling about 10 minutes of 2. I’m here in the office (phone #). I’m here alone, so if you call back and I happen to be on a call, you might get my voicemail. So, I will call you back and hopefully we won’t play too much phone tag here. (Phone # again.)

I hope you find this interesting.

On January 24th, we hosted a luncheon to introduce CEO’s to our company and it’s offerings.

The next day, at 4:57 PM (after a long day on the phone), I sent the following email to one of them.

As most of you know, Elaine and I cruised on the Enchantment of the Seas to Jamaica and Grand Cayman. It was great. I didn’t think about work, business, or selling while I was gone except once on Grand Cayman.

I noticed that almost everything, restaurants, stores, offices, etc. were closed on Sundays. I was talking to a native and they confirmed that most businesses were totally closed all day Sunday………

Except when a cruise ship was in the port.

Then, EVERYTHING IS OPEN! Why? Because that’s when their customers are ready to buy.

How many of us are open at our convenience? How many of us don’t answer our cell phone? How many of us don’t give our cell phone number to our customers? When a customer has a question, complaint, or is ready to buy, shouldn’t you be open?

Grand Cayman knows they should be open when the customers show up. Are you?

I recently met with a prospect that didn’t like my approach to his inability to make a decision. His suggestion was that I exhibited passive-aggressive behavior. Because he’s much smarter than average folks like me, I decided to do some research. I went to http://en.wikipedia.org/wiki/Passive-aggressive and found this.

There are certain behaviors that help identify passive-aggressive behavior. ^[2]

• Ambiguity
  
• Avoiding responsibility by claiming forgetfulness
  
• Blaming others
  
• Chronic lateness and forgetfulness
  
• Complaining
  
• Does not express hostility or anger openly
  
• Fear of authority
  
• Fear of competition
  
• Fear of dependency
  
• Fear of intimacy
  
• Fosters chaos
  
• Intentional inefficiency
  
• Making excuses and lying
  
• Obstructionism
  
• Procrastination
  
• Resentment
  
• Resists suggestions from others
  
• Sarcasm
  
• Sullenness

Is that me? or was he thinking of something else?

Oh well. You can’t do business with everybody and in cases like this….it’s a good thing.

Have a great week!

Tonight, I was catching up on some shows that we had recorded and one of the incidents in the shows reminded me of something. In the show, a AAA pitcher was worried that a new recruit was going to take his job, so he killed him. Do you know your competition? Are they better than you? In every way? Are you comfortable introducing your competition to any of the people that have helped you get to where you are? Would you ever introduce your clients to your competition?

Think about that for a minute. How weak are you compared to your competition?

Are you like the runner who’s in second place that’s looking back to see if he’s gonna wind up in third rather than concentrating on taking over first place? Or are you in first place running for a personal best knowing that if you set a personal best, no one else will be close?

How about if I answer my own questions?

Do you know your competition?………Yes.

Are they better than you?……….Maybe.

In every way?……….No.

Are you comfortable introducing your competition to any of the people that have helped you get to where you are?……….Sure. They might be able to help the person that helped me creating another IOU with my friend.

Would you ever introduce your clients to your competition?……….Of course! How’s this? “Mr. Client, meet my competition. I’ll let him tell you how much better than me they are. Go ahead.” What is my competition gonna say? I’m right there! So, I follow with, “Oh, I’m sorry. You probably don’t want to say your secrets in front of me.” Then I turn to my client and tell him, “He’s probably gonna call you this week and tell you how much better than me he is. Don’t worry. Just call me and if it’s true, I’ll help you with the transition. If it’s not, I’ll tell him to go away for you. You be the good cop. I’ll be the bad cop.”

If you’re delivering what you promise and you’re promising what your customer wants you can do this.

If you’re not, why not?

One of the greatest things about my job is watching my clients succeed.

This morning, I learned that one of my clients had won a competition. Not by a little, but by almost 50% over the 2nd place person. Not bad for an introvert. Not bad for someone that doesn’t exude confidence. Not bad for someone who would rather be with things than people. He had more meetings in 4 weeks than anyone else in his group and many of the people in his group consider themselves to be hot shots. Great job!! I am very proud.

Early this afternoon, I had a conversation with a client that “signed up” with us on November 15th. I suggested that he start calling prospects that he had given proposals to but had not bought and try his new “stuff”. Last week, one of those “misses” turned into a sale big enough to pay for his whole year with me.

Another client writes: “in September 2005…… highlights a few deals that I made: the first returning client and the first internet based lead that converted into a sale. A year and a half later, the deals that were made last week make the 2 that I was celebrating a year and a half ago, seem quite small. (Two year long engagements.) But, that’s not the milestone I wanted to talk about…… We’ve taken the business in a different direction. Some day, we’ll have volume. But our current focus is to provide greater value…………. We charge a whole lot more than we did in 9/2005. And we provide a lot more value.

Thank you gentlemen!