The right answer really is ALWAYS. Â For instance: Headed out last week to a meeting with a new sales rep. There are 6 traffic lights between my house and the coffee shop on the square. At light number two I won a guy behind me who tailgated the whole way and made me extremely uncomfortable. I was confident we would be meeting over insurance information any minute. Â Looking in my review mirror, I had a clear shot of what he looked like. Â Clearly a total jerk. Â We each went different ways at the square and I didn’t think anything about it. As you’ve already guessed, he was my new sales rep. Â And of course he couldn’t see me and has no idea he’s an aggressive driver, so he walked in quite confident that I would love him. And here I already had all these negative […] Continue reading
Client Expectations – Have a Laugh Too
This video by RockPaperInk gives you a fun take on the client relationship and what can sometimes happen in the vendor relationship. Go ahead and watch it – it is short – I can wait. Â Wasn’t that hilarious? Â It was sent to me by a friend. We’ve been sharing tales like this recently as we each have a client playing these kinds of games. So how do you prevent it? Obviously, setting expectations up front is key. Â Everyone should understand, in writing, what is going to happen. Â But as the videos show, clients often know the rules and yet try to change the game after the fact. Â I think the restaurant is the best example. Â The prices were stated on the menu, the couple ate and enjoyed what they ordered, but now want to negotiate down the price. Â At the end, they finally agree to […] Continue reading
Perspectives – Make Sure to Understand Theirs
I’m always talking to people about getting into their customer’s heads and walking around in their shoes. Â It is something I think about A LOT. Â Today I saw this video on hula-hooping from the hula-hoop’s perspective. Â The people who made it took a woman who is obviously really good at hula-hooping and attached a camera to her hula-hoop. Â The result? Â The camera is basically standing still and she moves like crazy. Â If you didn’t know what the video was, it would take awhile to figure out how she could move like that! But obviously fun camera stunts is not the point. Â The point is, from the camera’s point of view, the activity seems totally different. Â The hula-hooper (we’ll just make that a word) had no idea the video would look the way it does. Even if she did, she had to really stop and think […] Continue reading
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