Messy Lesson: Calm your mind to grow your sales.
How do you manage your emotional well-being when your welcome is rejection?
To create a way of interacting with clients that maintains a mindset that is; energised with infectious positivity, inspired to dream big and motivated to keep putting one foot in front of the other. Particularly the morning after a monthly target you’ve missed.
Whether you are selling a product, service or yourself, sustained success and the expectation of continual growth necessitates prioritising our emotional well-being.
It is a state fostered beyond the realms of planning annual leave, after hours disconnection from technology and daily physical and mental exercise. These practices (for me) are mandatory and spoken about often enough.
I am speaking of simple behaviours that enable us to gracefully surf the emotional waves of client demands, rather than flounder in the white wash gasping for breath.
We preserve our emotional energy through measured response rather than waste it through reactive rumination.
Sales is a marathon not a sprint, after all.
The following are lessons I learnt over time that made my life infinitesimally easier - I only wish I’d known them earlier!
Fact over assumption
It is easy to become swept up in the momentum of habit and make decisions based on assumption because, “it’s always that way”. It’s a short cut that introduces uncertainty and a gamble. Before making any decision impacting a client stop and ask yourself, “is this based on fact or assumption?”
Facts over assumption always. A simple “can I confirm the usual?” with a client is enough to move forward with confidence. Are you willing to gamble on your client’s business?
Communication doesn’t have an IOU
Sending every communication with the expectation of a response sets us up for disappointment. If we hear crickets, it places us on the edge of a slippery emotional slope; “Why haven’t I heard back?”, “What have I done wrong?”, “I don’t want to be a nuisance and pester again”.
While you might respond to every text message, not everyone will and that’s ok!
Consider what you are communicating. If you are delivering information, deliver without expectation of return. If you are asking a question that necessitates a response, request one or state what you will assume if you haven’t heard back within 24 hours. Managing client expectations upfront, manages yours in return.
Lead your client
The two above points see us placing accountability back on the client. I’m a big believer that true collaboration requires holding the client to account. We cannot and should not do everything for them. That’s rarely sustainable. For example, imagine you were confirming the detail of an order in advance. Confirm with clear written or verbal (within earshot of others) communication that enables them to be responsible for their decision.
Maintain control of your client conversation
Keeping the conversation in your court is a game changer. How often have you left a client appointment allowing the client to say, “I’ll get back to you?” Two weeks later you’ve heard nothing and don’t know what to do. By leading the close with “I’ll follow up with you in a fortnight”, i) you aren’t giving the client any work to do ii) you know exactly what comes next.
Simple, effective and more often than not appreciated by a busy client.
You never lose when you focus on the journey
A successful, considered client journey is rewarded by outcome. By switching focus to the journey we are always progressing, always succeeding, always nudging closer. It we focus on outcome alone, we either win or lose. Open your options, learn from your failures. Every step is an inch closer to rewarding you for your effort.
Manage expectations
While moments are powerful and pleasant surprises memorable, unwelcome surprises can become a one way departure ticket from a client’s business. Our clients make decisions based on the information they have at the time. In a high stakes business, for example medical device sales, your surgeon clients rely on you managing their expectations to minimise risk to their patient. Honesty and detail are always respected over concealment and scarcity. Make it easy for them to make it easy for you.
Be inspired
Inspiration gives us energy. It breaks our habitual thought and enables us to see our world through a different lens. It is a worthwhile exercise taking the time to understand what inspires you. A motivating leader’s voice, an environment that wakens tired bones, a cultural genre that sparks creativity or the wise words of a mentor who understands you better than you do yourself. Rather than stumble across inspiration, seek it out with intention so when you need a lift, you know exactly how to fill your cup.
These tips and pearls are worthwhile habits I’ve adopted over time. While initially they were conscious effort, now they are automatic, proven effective and engrained in my everyday client interactions.
Which will you try?
Peta x
Author of “My Beautiful Mess”, Sales Mentor, Motivational Speaker.
Recommended Reading
Never Split the Difference
By Chris Voss