7 Minutes to Better Selling Podcast Ep. 29 - Part 2

what problem with clients arise and how best to solve them

Right. And there, you know, that's inevitable. Eventually mistakes are going to be made either by you or by your company when

working with the client. And then even sometimes Simon, like the person

your client themselves make the mistake and they still want you to fix it

Like it's their mistake, but they want you to fix it. So, so that's about it. My boss and me

Was that a shot at me signing? No, no, no. Like I said, you're a ninja, do all things so wonderfully

for us. So, but yeah, maybe two things to share. And this comes from the episode. We just posted

this episode on LinkedIn, LinkedIn as well as from Tim Malone. Tim Malone, if you remember

he served the United States for like 20, 23 years. He was in the military. He was a pilot and

He's a heck of a heck of a guy. I've known him all my life. He's leading a sales organization

called Pilot. And so he says problems arise all the time when working with clients or potential

clients. And he says, the one thing I realized is that the best relationships that I have

have come from troublesome situations. Like I've had a client who's had a service issue

I dealt with the service issue as amazingly as I possibly could. They felt that way. They felt

like I did everything I could on their behalf and the best relationships have flourished from that

So the first thing he said is when you do have a problem, remember, it's an amazing opportunity

to really create and strengthen relationships. That was the first thing. The second thing

and ready for this one, Simon? I thought this was so good. He said, I asked them two things

One is what is the ideal outcome of this scenario? And he lets them answer just to make sure they

They don't have outsized or outrageous expectations. He has to set the expectations, but he doesn't want to set the expectations

He wants them to do it and then work from there That one And then two is he says how would you like me to keep you in the loop as we work together to solve this problem How good is that

How would you like us to do it? And then how often do you want us to keep communicating with you throughout the process

And then he executes on that. And he says relationships flourish through problems

He says, I see every problem we have with the client or every service issue we have with the client as a major opportunity

Great one. I lost you. I can't hear you. No, I'm just checking if you can read my lips, but never mind

But this is a very important coin. I'm 100% with you, right

Also, when we work with clients, we only make sure we understand what are their needs. But sometimes, Colin, you get to work with a lot of clients

So my next question comes from there. How do you show true interest when you're working with clients or prospect

There's a lot of answers to this. I'm going to go to Christopher Fu, Chris Fu

He was episode, do you remember that? 25, I believe. Yeah, he was 25

Yeah. Anyway, Christopher, Chris Fu was on the podcast. He's a wealth advisor out on the West Coast in the United States

He's out in California. And he launched his business in one of the worst markets we've seen, like 2008, when

the whole global crisis was happening and the credit crisis and things were really, really

really bad. And he said, the easiest way to describe how I grew my business, the easiest way

to like explain what happened, where I went from like no clients to a lot of clients is he said

I fully listened to every one of the people I was talking to in three different places

When they asked a question, I let them fully ask the question. In other words, many times

people start asking a question and someone starts answering it before they get done asking it

He said I let everyone finish every question they ask That one Two is he said people love to tell their story People love to tell like where they came from and how they got the money that they have or how they grown to the successful person they had or the struggles they gone through

And he said, he would simply just ask people, tell me a little bit about your story

Tell them about who you are. And he would listen to that so intently

And then the third thing is sometimes people just want to be heard as it relates to their

knowledge in a specific field. So if you're selling technology products, financial products

whatever it happens to be, he would ask them, what's your experience with this product? Or

what's your experience in this industry? What's your experience with using these tools? And he said, once I asked that question, people wanted to share their knowledge. And he said

I listened fully and intently all the way through. I never interrupted anybody. And over time

people love listeners. People love people who are interested. And so that's what Chris figured out

And that enabled him to show that true interest in these clients and prospects, and ultimately

strengthen relationships with clients and turn prospects into clients. People want to be heard

fully. He did that. He had the patience to listen all the way through. And so the answer to that one

is how do you show true interest? Listen patiently and carefully. Wow. That's one statement I would

like to take from there. People like to be heard, right? So listen to them, right? So I think that

that's pretty important. And I would take it from there. So now, Colin, we have learned how to do

some, have some backgrounds, right? Go ahead and learn about your client's background. We've also

learned how the relationship is very important. And we also know how to go and show interest

Now, the final stage is how do we make our clients commit? Now, that's very challenging, right

Oh, man. Like how do you help them take the next step, right? Yeah

Yeah. All right. So I'm going to – this was our most recent. Was Mike Hemmer our most recent podcast

Was that our last one? Yeah, I think so. Yeah, from AssetMath

Mike Hemmer had an expression. By the way, it's an old sales expression

And he said you know if I looking to get someone to commit to something there we go Yeah that Mike Like if I looking to get someone to commit to something There we go Yeah that that Mike If I if I looking to get someone to commit to something I always begin with the end in mind

Again, that's that old expression. I always begin with the end in mind. OK, what he meant by that is he'll say to someone, if you were going to put this in place, when would you do it

And then Simon, they'll answer. They'll say, well, if I was going, I'm not saying I'm going to do it

I'm not committing to anything, but if I was going to do it, I probably wouldn't be able to do it until June of 2023

Okay. So like June of 2023, what would the process look like from June of 2023 from there to

like now, like what steps would it take to actually make that happen? He starts taking people through the steps

They start walking them through the steps. He never even like, you know, they didn't even know he was trying to close them

He never even got them. He never even knew that he was trying to get them to commit yet

they were committing to all the steps to ultimately get the thing, ultimately get the things implemented

He sells software programs. I thought it was great. Simon is like, just ask people if you were going to do something

what would it look like? And then let them start telling you the steps. They start telling you the steps

You start taking notes and then you help them take those steps and ultimately get them to commit

And I thought that was great for Mike Emmert and asset map. Well, Colin, that is absolutely great

You answered all the questions very nicely. And I think you just summarized all the last three to four episodes that

we have done. And there's some really good takeaways to take from this podcast

Any file you want to plug in before we end the podcast today, a special episode

Well, I do know our next three shows are spoken for, but we are always looking for guests

always looking for amazing guests to talk about wonderful ways to sell better and communicate with clients more effectively

So that would be one thing. Second thing is thank you for the wonderful questions you asked

And again, if you want one of those t-shirts, reach out to Simon or I and we'll make sure

to take good care of you. Good selling, everyone. I wanted to do it

Do it, do it, Simon. I always wanted to do it. Thank you so much, Colin, for your time today

It was lovely hosting you. And good selling, everyone