I want to talk about importance of saying no. So let me share a story to illustrate my point. Several years ago my son Joshua owned a 1974 Bight Orange VW Bus. It needed some work. I found one of the best VW mechanics in Minneapolis.
I called this mechanic shortly after 8 o’clock on a Tuesday morning. Someone answered the phone with a “Hello, this is Bill.” I asked him if he had a few minutes so I could explain the problems my son was having with his VW Bus.
Bill responded with, “We don't open until 9:00, you need to call back later.” As far as Bill was concerned that was the end of the conversation. I filled the deafening silence with “Okay, goodbye” and hung up.
I sat there confused and frustrated. I was amazed at what had just happened. My first reaction was, “If you are not open until 9:00 am DON’T ANSWER YOUR PHONE!” After a five minute rant with my wife I still couldn’t believe what happened. This is the age of customer service. I am the customer, I've got money to spend – what was this Bill thinking?
As I pondered what had happened, my attitude started to change. How many times have I said yes, when I really meant to say no? How many times have you made sacrifices for your clients or customers and then they really didn’t appreciate the value you created for them? How many of those sacrifices were made out of fear of losing a prospect or customer?
What would it be like to be Bill, where our reputation allows us to set the rules of engagement and stick to them? What would it be like to achieve a level of excellence that results in this kind of customer loyalty and trust without imprisoning ourselves with the pressures and expectations of our profession?
Here is your Sales Nugget: What boundaries could you establish in your personal and business life that would change things for you?
Do you have any “Bill” stories? Would love to hear it!