Run, Don't Walk From These Red Flags

I can say I agree with the article.

It really just ends up getting on your nerves the way SOME and I truly believe they are an extreme minority...

BUT there are people out there that no level of professionalism, creativity, honestly, integrity, hard work, blood, sweat, and tears will ever make them satisfied and happy.

Nevermind giving them the best customer service around!

It happens :thumbs up: just keep on keeping on and try to help em out.

The one that I don't agree with is:
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2. Bargaining. Namely, asking for a price reduction with no corresponding reduction in services, terms, value, or relationship. (Asking for a price concession "just because" is a classic form of prospect bullsh*t!)
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Especially if you are dealing with cultures that have haggling instilled into their brains, you are going to face these customers. I know I was taught to always ask for a discount, because you never know what you can get. The worst I should hear is "No, sorry." -- and the best case, "Actually, you know what..."

And at that point, you have two options -- either a) stand the high ground, show your value and benefits or b) accept the haggling.

Either way, I am not sure why they are saying to run from a haggler. That means you have a client that is interested in your products -- and what are you going to do? Just walk? No, you should close their ass for a price you feel comfortable for.

These are interesting. I don't know if I would run from them. Let me touch on each.

1. Agreeing to sign on and then backing off at the last minute or the next day to ask for references, birth certificates, blood tests, or guarantees.

IMO this means you didn't get in front of all the decision makers. "Mr. Customer yesterday you were ready to go. I pride myself on answering all questions and apologize that I didn't find out that these were important questions to you. May I ask what brought up these questions? "

I suspect with most people they will bring up that (the wife, the co-owner, their son, their consultant, their friend, etc) brought these up.

"Would you like me to meet with you & _____ so we can answer all of these and any other questions _____ has?"

I'd say 9/10 you will keep the sale doing this.

2. Bargaining. Namely, asking for a price reduction with no corresponding reduction in services, terms, value, or relationship. (Asking for a price concession "just because" is a classic form of prospect bullsh*t!)

Or it could be a cultural thing. Or it could be that in their mind what you sell is like a car and something you negotiate on. And they have a reason. Aka "I want to pay the lowest price and not get screwed over" The biggest thing this #2 tells me is this author has never sold in the real world. If you have sold cars, appliances, or other larch ticket B2C items you know that when someone starts talking price they are sold. Hell if you sold well you know they are sold on the price so you just need to make sure you show them they are making the right decision.

This isn't something you run from it is something you run towards. "Mr Customer it sounds like you are ready to move forward other than price, is that correct? Great, now can I ask you why you feel this is too expensive?"

Literally half the time if you have sold well they will admit to you it is not over priced. Now depending on how your pricing works you either hold to price or toss like a few hundred bucks (based on a pricing of several thousand bucks) at them. They feel they won and you can move on. But whatever you do you have to do it consistently. If you hold always hold and be ready to walk. If you always go down in price always go down and hold at that number. You don't want him talking to his friend and finding out you held but gave his friend $500 off. I've had this happen before thansk to inconsistent sales managers and it is an integrity nightmare.

3. Undervaluing your services, track record, and expertise. "I could do this myself, I just don't have time..." or "We've outsourced this to several vendors and have never been happy..." (Run, my friend, run!)

Has this author sold anything. "I could do this myself, but don't have the time..." is a buying signal. Stroke the ego and close that dude. "Mr. Customer I am glad you understand what I do and how much time it takes. I understand why you don't have time to do it. When you run a successful business you need to focus on the business. Which is where experts come in, don't you agree? Great let's talk about how we can help you implement ______ for you and allow you to focus your attentions on your business."

As for multiple vendors this is the classic bad buying experience story that once again anyone in large ticket B2C selling knows is a buying signal. They are basically saying "Aaron you seem like someone I can trust and I've been screwed over before." Ask them about the story. Agree they were screwed over (as long as they were). If not apologize for the fact they (the other company) didn't handle customer service well. Example from my real selling. "I'm really sorry they didn't explain how the 12 year roof warranty works. (explain how it works) That make sense, doesn't it? (they say yes). Now let me explain how proper maintenance can avoid roof seal leaks. (explain) Hopefully what I said explained it ok. My RV Techs will go over it in more detail when you pick up your new camper. And o course remember you can call us at any time and we can help you will any questions you have."

The key is you show them you will be difference and your customer service will be the difference. I'd say 99/100 times the problem was lack of customer service from the other vendors (heads up to the low ballers here). This is an easy objection and one of many what I call buying objections. They only bring these up when they are seriously considering buying. Depending on where in the process you are you can close now. But I've had it happen early after the greeting and rapport building. That tells me they trust me and now it is just a matter of showing them that trust is founded. I can't think of a time where this happened that I didn't sell a camper.

4. Telling you upfront, "We're notoriously difficult to work with / a control freak / a perfectionist / highly demanding - but don't take it personally." (This means they've been fired by other service providers in the past and they're prepping you for the same eventuality while playing BOTH sides of good cop / bad cop. Nice!)

Holy **** another buying signal. I'm seriously starting to wonder if this guy is a writer or a sales professional. I'm guessing writer. Now rather or not you should sell them something is something you will have to judge. This can go either way but normally the ones who say this IMO are not that bad. It's the ones who never say it but "show it" that you avoid. Learn the difference.

5. Using terms of false affection like "Big Guy'" and "My dear" or false compliments like "You are a great salesperson!" (Obviously, if you were a great salesperson, you would not be wasting your time with this narcissistic sociopath nightmare client from hell, would you?)

Ok seriously this guy has issues with people showing obvious signs they like him? Some people will always use words like dear. Get used to it.

As for compliments like, "You are a great salesman", in my experience these are honest as they normally have met crappy sales people (sorry brother but the vast majority in the sales profession suck and have been trained wrong). Take the compliment, explain that you are doing nothing special as this is your job, and thank them for the compliment. "Thank you for that compliment. I pride myself on providing the best experience possible. I appreciate the kind words and I am glad I have made this a positive experience for you so far. Now...." And lead back to the sale. The vast majority of people who say this are being honest and truly mean it as a compliment. And how is a compliment to you showing them as a sociopath(it's actually the opposite) or a narcissist (once again the opposite).

Seems clear this author is neither a Sales Professional nor a Psychologist. And the truly great Sales Professionals are a bit of both.

I can only assume he goes for lay downs and IMO a lot of lay downs turn into nightmares more than anything he told me to run away from. That or he just wants his competition to run away from these people so he can sell them.

I agreed that he was right...for the way he interpreted the article. It all depends on WHO reads it and how they interpreted it, and what kind of client they are out to work with. For us, we don't want to work with everyone that comes our way, and many other business owners feel the same way. It's all up to how much money you want/need and what you want to put up with to get it.

Good list. #5 chimes with me, I really dislike when people start calling me 'mate' from the off.

Eddie,

I love my C6 but miss my C4. My next purchase will be a 94 or 95 ZR-1. And that will be a keeper. Not selling that until I am old and have to.

So what Vette will you be going after next? Was the 93 your only Vette? I can't remember.

Cars are supposed to bring memories and feelings like that. Loved the stories.