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General Sales
Last Updated: May 17th, 2005 - 15:45:48
My wife and I are in the final stages of building our new home. We're in the 9th month of a 4 month project so I believe the job is almost done.
While my contractor does fabulous work, he didn't honor any of his timelines. At least he's the only one who accrues expenses for every additional day the job takes to complete. Not exactly.
In truth, this project was always a nine month project. But he didn't want to tell me that. Instead, he wanted to keep me "Happy." My contractor thought that telling me what I wanted to hear would make me happy. Happy that I had to extend my stay in temporary housing. Happy that I'm billed every additional month for storage. Happy that I'm paying my mortgage and utilities without living in my home. Happy that my wife and I planned our lives (school for three children) around a four month timeline. No, I'm the farthest thing from being "Happy."
You will make more money, have happier customers, generate more referrals and deal with fewer headaches if you would simply be honest. I'm not suggesting that my contractor is lying by doing something illegal or immoral. The fact is, I trust him 100%. I'm suggesting being honest about what you know to be true and sharing it with your customers, even if the customer may not like what you're saying.
For example, have you ever said "Yes" when you're better off saying "No?" Have you made promises you can't keep or struggle to honor? Do you have a hard time telling the customer the truth about how long a project may actually take or cost? Do you withhold information from your customers that you know they want or need to hear in fear of a confrontation or losing a sale? Do you believe you need to please people for them to like you? Is your schedule frequently overbooked? If so, you may be a "Yesaholic."
When you instinctually say "Yes" first without thinking whether you can realistically deliver on that timeline or expectation, you always have the best intentions in mind. You believe you can "Do it all." Yet, think about what happens when you promise to deliver on something (completing a project, meeting with a customer) and you're not able to honor that promise? How does that make you and the other person feel?
Saying "No" is often perceived as a bad thing. After all, you don't want to say "No" and fear letting someone down, looking bad or losing a sale. The irony is, if you inevitably say "Yes" all the time to keep everyone happy and don't follow through with your commitments, you wind up creating what you wanted to avoid from the start. That is, letting others down and creating stressful situations that cost time, money and problems by continually over committing and not delivering!
Being honest and honoring your boundaries (saying "No") is a very attractive trait. You'll find that more people will hire you, since people respect those who have strong boundaries.
The next time someone asks you to do something (including promises you make to yourself), give yourself the time to process their request by saying, "Let me check my schedule and I will get back to you" or, "Thanks for the opportunity. I will consider it." Then, ask yourself these five important questions before you respond. (How important are these questions? In terms of a measurable cost, these questions would have saved my contractor $32,200.00).
"Is this something I really want to be doing?"
"Is this something I have to do?" (It supports my goals, responsibilities, lifestyle, priorities, etc.)
"Can I meet this person's expectations?"
"Do I really have time for this?" (Are there other activities you have committed to that take priority?)
"What is a reasonable deadline/expectation I can commit to in the absolute worst case scenario?" (If you plan for the worst, you wind up building buffers into your schedule that would enable you to handle unforeseen problems while still honoring your commitments. The result? You'll look like a hero!)
After practicing this a few times you'll quickly see the benefits, since your life will became easier and more simplified once you eliminate the problems that result from over committing. Remember, either you run your life or other people and circumstances are.
Just for "Sales Tip of The Week" readers! Keith Rosen, will provide you a 15 minute one on one sales coaching session for our subscribers. We are limiting this to the first 10 people that reply, so you need to respond quickly.
To reserve your coaching session with Keith, please send an email to eric@salestrainingcamp.com with the words “sales coaching” in the subject line. Make sure you include your name, email address, and phone number.
About Keith Rosen, MCC – As a personal sales and life coach, Keith Rosen specializes in helping individuals achieve more in their career and life. He will help you identify why you aren’t meeting your goals, and the changes you can make to be more successful. For a free 15 minute one on one consultation, send an email to eric@salestrainingcamp.com with the words "sales coaching" in the subject line.
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