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Let's face it, in our society we need to develop strong
egos, and those egos get battered in the line of duty.
I have never met a successful person (or any other
person), who has not faced rejection and the feeling of defeat.
When these negative feelings are not identified, and no
solution or compromise is found, the ultimate result will be
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Negative thinking |
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Resentments |
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Burn-out |
The most important question
you need to ask yourself is, "Am I reacting to the message or the
messenger?"
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When you react to the person, it is a personal, ego
based rejection. It can feel like an accusation that YOU are not good
enough, that YOU represent an inferior company, that YOUR services are
substandard, or that YOU are inferior for representing that company.
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This leads to thoughts of blame; blaming the
company, your manager, your products, etc. In other words
it leads to being stuck in dark, negative, burnout.
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When you first recognize you are sliding into this
thinking, immediately go to the
Do & Don't Want
List to get another perspective. Then proceed with the suggestions
below. |
Many self-help philosophies
advocate you learn not to react to negative situations in order to rise
above negative thinking.
This is great advice for the person who is willing to
spend a lifetime learning a non-reactive life, much as that of Tibetan
monks.
However, in the real world we are taught to react
through daily bombardment of radio, television, advertising, not to
mention we learned reactive behavior from our parents and peers.
The core of reactive behavior is that of "fight or
flight." When we feel emotionally or physically threatened, it is natural
to either fight or run.
The key for the western mind (yours and mine), is to
learn to PROPERLY react. We need to learn to avoid an ego beating by
reacting to the message, not the person. This makes the message
non-personal and a matter of business.
You can then rethink your position by asking yourself
some simple questions:
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Recognize that you reacted
because you felt threatened.
Was the threat emotional, physical, or ego based?
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Did I put the client's NEEDS
first?
If you have a PMT
of Power or Money, it is challenging to put another's needs before your
own.
However, when you learn to do so, you will find that you will have very
few of these unpleasant situations.
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What does my company or
client WANT from me?
Perhaps you have been "giving it your all," only to find out that that
is not what the client or company wanted or expected.
When you learn to ask what people want, and to listen, things run so
much more smoothly.
See chapter
Understanding Your Company.
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Was I acting only on my
behalf, by trying to interest them in ME & MY product, or did I really
listen to THEIR needs and try to find a solution to their problem?
Remember, on a professional level, the client is rarely impressed with
your needs or wants - your job is to fulfill their need(s) at a price
they can afford.
See chapter
Understanding The Client's Needs.
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What is the EXACT nature of
my business, what exactly am I offering?
The answer is always a SOLUTION
to their problems.
In this case, WHAT was the solution
I offered?
Did the solution I offered FIT the
needs of the client?
See the
Questionnaire.
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Why have people used my
products or services in the past?
Was I more solution and client oriented in the past than I was in this
case?
Don't fall into the trap of believing that if are a great person that
people will use your services and products.
Having a great personality helps in all situations, but when it comes to
business, especially a business where you need repeat business
and/or referrals, stay focused on WHAT IS IN IT FOR THEM?
When you try to get the client interested in you, you may have lost
them.
Stay focused on their needs/desires, then incorporate your product into
the solution.
- What is the GAP in the market that I can
capitalize on next time?
It could be:
Extra service
Personal attention
Making the client feel important
Something your company offers
Delivery or shipping fees
Special discounts
Answering these questions will not only help you to
re-focus from a hurt ego to a business evaluation, this client's
rejections is an opportunity to re-analyze your presentation and to
become more effective in the future.
This is also another opportunity in which you can
learn to take responsibility (never blame), for your own actions and
reactions. When you take responsibility you gain power, creativity, and
solutions.
One "NO" does not mean you have lost a customer.
Follow-up with questions such as:
"If you have a moment"
(Always ask permission).
"I would like to ask your help"
(People love to help).
"In thinking over our last meeting,
I recall your stating you needed
_____, and costs no more than
$____.
Our product exceeds those expectations and falls within your price
range.
Was there something more that you needed?
Was there some information I did not cover? "
"What would be the ideal _____
on the_____ "(product or service)?
"What more can I do for you to help
you to ______."
If you are looking for long term success, deal with people in a natural
and honest manner.
All the questions and suggestions offered here are
merely to get you to focus on the client's needs.
If you are making a presentation and make a mistake, or
are asked a question you don't know, admit it. It's easy, just say
"I don't know but I will find out and get back to you."
Also keep in mind that there are very few really mean
and evil people out there. A large majority of problems in our world
come from lack of communication between two basically good people.
When we learn to ask, to listen, to repeat and confirm
what we have heard, then to either act on that information or come to a
compromise, we avoid so much bitter, resentful negative feedback.
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for Great Business Opportunities!
