Jan, just widowed at 58, contacted me for financial advice. After my usual sequence of meetings and planning sessions, tonight was the closing appointment at her home.
Two minutes into reviewing my plan, she found a mistake. It was small and wouldn't change the results, but that didn't matter. It was like turning off a light switch. The only way to recapture her interest was to fix it immediately. Unfortunately, her home was an hour from my office.
I could not print her a new plan, but as my laptop was with me... I could change it. I made the needed modifications and turned my laptop around to show her. "OK, but what if...?"
I went back to work behind scenes, like the Wizard of Oz, to answer that. Another "what if"... and then, yet another. Eventually, we sat side-by-side looking at the computer.
When she ran out of questions, I came up with ideas she had not considered. (A salesman introducing objections?) "What if you walk into your job tomorrow and say 'I quit'? What if you want to give money to your kids and grandchildren? What if you want to move to Florida?" Hours passed like minutes.
We not only answered the first question, but we also blew past it covering other concerns. I closed the sale, built a strong relationship, and learned important lessons about empowerment in the process:
* The ability to recover from mistakes is significantly more empowering than being right. Attempting to be "the expert" can get in the way of customers making decisions and taking action.
* Customers don't want to sit through multiple meetings. They want to make their own decisions in real time. Selling processes, and the tools we use are their h3gest obstacles.
* We empower people by showing what's possible, taking them beyond the limits of their current knowledge and experience.
Without this mistake, I may have never learned the true meaning of customer empowerment – you never have control, until you're willing to give it up.
Patrick Sullivan is President/CEO of ScenarioNow Inc., which produces tools and training for fast-professional selling--- using technology to engage clients and close large sales fast. Now writing a book about selling with technology, he wants to know if you use technology to enhance your selling, and how. E-mail Patrick to let him know.
What If - To learn more about this author, visit Donald F. Pooley's Website.
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Donald F. Pooley
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Copyright 2005, Donald F. Pooley, Inc.
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