Symptoms:
Here it was again. Dracula had no idea where things went sideways. He was sitting on a zoom meeting, black boxes abound, no one talking and not sure how to break this stalemate. The client requested the meeting, requested the zoom format, and promised up and down they would be on, with video, and ready to go. This client was notorious for turning into a ghost on calls. Dracula knew this and it is honestly how he came to be the account manager with this client because the old account manager had enough.
Knowing the back story on the client, Dracula did all he could to maintain control of the process. Dracula sent homework. He set himself up with a strong discovery call and that’s how this call even came about. Yet, despite working his process to manage the expectations, he was still in the dark on what in the world was going on.
Diagnosis:
Well, Dracula can’t figure out where things went sideways because he did everything right. He set expectations before the call. He sent homework. He confirmed all of the details of the call. What he can’t control, and this can be a tough pill to swallow, is the client. Dracula knows his client does need the products and services he offers. He knows they need to move quickly, he shared that, and yet, not a single thing was happening with the client.
Prescription:
Just like Halloween, people can be a trick or a treat. Dracula can rattle off a long list of clients he adores working with. They make doing business with them a treat and he knows he can always count on them to fulfill whatever they promised him they will do. And on the other side, Dracula can now add this client to his tricks list- clients that can be harder to work with, require more effort, or at times- turn into ghosts.
What Dracula needs to remember is people are unpredictable and at times, frankly stink. This is the exact reason why sales professionals do not have scripts- only one side has access to it and no matter how much Dracula were to memorize his script, it doesn’t matter.
Dracula can only stay true to his sales process and continue to manage expectations, information and negotiations with the client. It is up to the client to stay on task and do what they need to do for their business to be successful. Dracula has every right to see this client less or fire them if the behavior warrants.
Critical Thinking:
Have you had clients similar to Dracula’s? What makes some of your clients treats to work with and what makes some tricks?
What would your clients say about you?
The Drill:
"Believe nothing you hear, and only one half that you see." Edgar Allan Poe, American Writer
"Villainy wears many masks, none so dangerous as the mask of virtue." Ichabod Crane, Sleepy Hollow
Your Top 3 Goals & Tactics for the Week
LAST WEEK: Update us on how things went last week with your stated Goals and GD Tactics.
THIS WEEK: Please share your Top 3 Goals for this week and the GD tactics you plan to deploy
