Recently I began the song and dance with a salesman and his ‘manager’ about joining their membership for marketing services.
In the beginning stages, I made it crystal clear that the timing of this exchange may not be favorable, but that I was still interested in engaging in their proposal. In life, regarding personal and professional exchanges, we must be able to acknowledge the power of timing. Timing is imperative to the success in any situation, especially when it involves expectation. In this situation, there was an expectation of a sale.
A month went by and after several phone calls and high dollar pitch presentations, the appointment was set for what they would consider their ‘big close’. My schedule had been noted and that time slot reserved. Being a person who values time, I know there’s not much to waste. The majority of people juggle work and family; respecting other’s time is high on my list of importance. If it’s on my calendar, I hate to miss it. That particular Monday was scheduled and I planned to be present.
Outside of our busy work schedules, life goes on. You can’t prevent the unexpected. And, this particular Monday afternoon, my 12 month old just so happened to be home with a fever – glancing at the calendar I thought in my mind ‘call them and move the meeting’…but alas, I forgot to follow through! After leaving work early to tend to my sick child, an unrecognized number rang on my phone and I picked up. Holding Palmer as she cried, I profusely and sincerely apologized for not contacting them and rescheduling the appointment. As I gave them opportunity to select another date and time, they were relentless in getting my attention that very moment. They literally pursued me like a lioness and her prey. They dove into the end of the month jargon using the “business is slow” reason. They kept on about it being to my advantage to decide today so they could play with the numbers and workout a generous payment plan for me. My daughter continued to cry as I politely declined their offers, again and again and again. The call ended 20 minutes later as they agreed it wasn’t the best time for me and set an appointment for the following day.
After hanging up, I began to rationalize what had just happened, and the steam began to build. I wanted to call them and tell them to go to the hottest part of the world and to never call me back…but come on, how professional would that be? And, how would I actually feel after? Instead, I chose to wait until the next day. I heard years ago, before responding when agitated or angered, wait 24 hours. The waiting forces the fog to clear and the brain to reprocess. When the call came through I briefly stated “I don’t want to waste your time. I like your product and I will call you when I am ready to buy. I will not buy today.”10 minutes later as they rambled I said, “You are making this about you. My responsibility is to look out for the interest of my company and this is not a good business decision at this time. Call me in June.” I hung up.
Turning the tables, let’s talk about the industry and not me. Let’s talk about you. How can we put this situation into a scenario that reflects TNFR members? In my scenario, I didn’t have a leaking water heater, frozen ac unit, broken toilet, or (something electrical), so I wasn’t backed into a corner. I was looking for a product to enhance my business…not fix it. I needed professionals that could give me exact solutions but, making the ultimate decision up to me. Never once did they present then ask, “What Should We Do?’ I was pressured and manipulated which caused me to do the opposite of what they wanted…I ran for the hills! Your customers are in need of your craftsmanship, skill, and hero-problem-solving-abilities! They are not in need of a forced hand or lack-of-common-sense solutions just for a sale. They have their own potential to select an option and ultimately buy! We have to continue to be the hero, providing options for service and excellent repairs. You’re already my hero!
Danielle Putnam, President, The New Flat Rate