“If someone slaps you on one cheek, turn to them the other also. If someone takes your coat, do not withhold your shirt from them” (Luke 6:29). Sandler Rule #28, ““When under attack, fall back,” reminded me of this verse. David Mattson explains the value of appropriately conceding to the prospect; not in a, “The customer is always right” attitude, but with humility and genuine care for the customer. Mattson says, “It’s hard to fight with someone who surrenders up front.” I was able to implement this strategy a number of years ago while working at Booths Corner Farmers Market at a sausage sandwich stand. A customer got ridiculously mad at me because I accidently helped the person behind him in line before I helped him. He literally glared at me for about 10 minutes from the nearby seating area before I went over to him, explained the situation, and apologized. As he was walking away, he mumbled “Thank you” (for apologizing) and seemed to be ok after that. It definitely took some courage and intentionality for me to go talk to this customer but I think it was worth it. Life is about balance, and selling is no exception. If you want to keep a customer or prospect happy without over-extending yourself, Rule #28 is essential. What are some other scenarios where you could implement this concept?
BoweryJE22
I really like this principle because sometime we just don’t have the answers or the need to be in business with someone. Sometimes they are not interested and other times, they may actually know more about something than we do. I have had a situation like this where I was presenting a health related topic to a health care executive and they challenged me on why I thought it would work. I had an answer in my head, “becasue I believe in it,” but that was not enough. From there I stepped back and listened to the executive and learned from what they had to say and actually implemented what they suggested. As sales people we will have to swallow our pride at times so we can truly build a strong and trusting relationship.
It is always cool to see the bible applied in selling situations. Also, I don’t know how someone could get mad at the nicest guy ever Jon. This is another great concept to remember and one that can be applied to many situations in life.
It’s always amazing to me how far an apology can go in making someone feel restitution from a wrong. Some vendors are scared to apologize because they never want to admit wrong. This behavior is not genuine towards clients, and further offends customers. Even though customers can be extremely rude, a good salesman won’t let their behavior affect him.