When someone I trust and
believe, say a technician that comes into my home or
business says to me, “What I would do is...” or “If it were
me, I would...” I really listen. Hey, that’s what I said
when I was a Chimney Sweep to my residential customers in my
early twenties. It’s what I said when I was an HVAC
in my late twenties to building owners. It’s what I tell my
audiences when I speak about the value of reading good books
and keeping a journal. I spoke in the first person,
honestly, authentically and sincerely. What followed was why
my close ratio was over 75%...detachment.
Detachment sounds like this, “If this were my mother’s
house, this is what I would tell her. But hey, its your
house (or building), you do what you think is best. I gotta
go!” Detachment is a honest yet assertive indifference.
There is no quiet desperation or smarmy manipulation. Its
simply your opinion. It’s what you would tell your mother.
Hey, who would give a raw deal to their mother? No one I
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If you think
about it, no one likes to be sold. We like to buy. It has to
be our decision. Give me the information, raise my awareness
with tact and compassion, offer a few choices, and then
shrug your shoulders as if you didn’t care which option I
chose. I especially like, “Talk it over with your wife...”
or “Give some thought to what makes sense to you...I’ll be
back in touch.” Then smile, leave and get back to them in a
couple of days. That’s what I like.
Professional persistence is following up when you say you
will, via text, email or voice mail (or all three) with that
same detachment in your voice. Remind me but don’t stalk me.
You are not Ben Stiller, she is not Cameron Diaz in
“Something About Mary” so be a pro. Listen to the nuances in
their voice and read their body language signals. What is
the subtle subtext, the unspoken implication?
simple. TRUST, RELATIONSHIPS, COMPETENCE, TIMING and
FOLLOWUP. Build the TRUST by keeping your word, asking open
ended questions and listening; Form the RELATIONSHIP by
being considerate and flexible; Do your job by fixing it
right the first time thereby demonstrating COMPETENCE; when
its time to ask for the sale it’s a
TIMING issue and by all means FOLLOW UP by being assertive
and asking for the sale.
Earl Nightingale once wrote, “If integrity didn’t exist
someone would most certainly invent it as the fastest way to
become rich.” He was right. I need to call my mother...
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