The Greatest Salesman in the World by Og Mandino is one of the most influential books that, for over 20 years now, has positively impacted my career and my life.
I’ve written about this many times. As a matter of fact, I did a series of blog posts covering each of the scrolls in the book. You can access the posts and videos here:
So, why is this book so influential?
Its teachings are based on timeless, proven principles. They are the same principles found in the Bible, in the writings of Dale Carnegie, Zig Ziglar, Stephen Covey, and countless others. They are the same principles I used to develop the Excellence Roadmap and all of Automotive Sales Coach’s training.
For those of you who have been involved in the training for a while now, you know I often reference this book. In fact, I have a multi-part Seek Excellence video series about the book on our YouTube channel (which you can access here).
Today’s Seek Excellence is the introduction to The Greatest Salesman in the World. I encourage you to watch the entire series and to buy the book. Read the book. Study the scrolls. It will greatly impact your life.
Control your mindset & attitude today by positively
and powerfully choosing what you listen to.
Whatever you put into your brain comes out emotionally, verbally. We are all highly influenced by what we consume – music, social media, news, books, TV.
What consumes your mind, controls your life. How? It determines your thinking, and your thinking determines your attitude, actions, and results.
What are you listening to?
Is it positive or negative?
Do you ever take the time to unplug?
Do you ever give yourself time to think, to listen to your heart?
Do you want your attitude to be one that lifts other people up? Well, that doesn’t happen by accident. You have to determine what is important to you. You have to determine what you listen to. You have to determine what mindset you want to have. And, finally, you have to choose to listen to these things.
I challenge you to shut off. Shut off your stuff, your electronics, your music. I challenge you to spend time listening to God, listening to your heart.
I challenge you to Seek Excellence today.
Today we wrap up our series on turning upset, frustrated customers into Excited, Loyal, Lifetime Customers.
Remember, customers are upset because of poor communication, time, &/or money.
Keys to overcoming your customer’s frustration:
Today, we’re going to talk about the importance of Reassuring your customers. (For a deep dive into any of the keys, go to the training in the Excellence Roadmap.)
Reassure lets your customer know you’ve got their back.
It says: “I’m going to take care of you.“
You also need to game plan. You need to give your customer a vision for how you are going to turn the situation around.
You need to constantly communicate. If you don’t keep you buyer up to date on the game plan, they will become frustrated again. Part of the game plan is to set proper expectations for time, communication, and follow up.
Delivery is the time to set the stage for an Excited, Loyal, Lifetime Customer. At delivery, cement the relationship. Ask for “Perfect 10s” on the customer survey.
Serving every buyer with excellence will turn upset, frustrated customers into
Excited, Loyal, Lifetime Customers.
We’re continuing our series on turning upset, frustrated customers into Excited, Loyal, Lifetime Customers.
Today we are discussing two critical skills: active listening and empathy.
You are the key ingredient in turning upset customers into lifetime customers. Who you are, what you do, why you do it, and how you do it matters. It’s about you and how you handle it.
Who is a more loyal customer?
A) A customer that never has a problem.
B) An unhappy customer with a problem that is handled correctly.
The correct answer is B.
See, it is about you and how you handle the situation.
Tip: Even if you can prove a customer wrong, DO NOT. And, DO NOT fire back at them.
This brings us to 2 of the keys to turning upset customers into Excited, Loyal, Lifetime Customers.
The first is Active Listening. The second is showing Empathy.
Be quiet and let your customer talk. Make eye contact and maintain good body language. If needed, let them vent. Let your buyer finish their sentences.
Empathy says: I hear you. I understand you. I know how frustrating it is. And I’m sorry.
You then move forward and develop a game plan to correct the situation.
When you handle upset, frustrated customers with excellence, you create Excited, Loyal, Lifetime Customers.
For deep dives into active listening and empathy, go to the training in the Excellence Roadmap.
How do you turn an upset, frustrated customer into
an Excited, Loyal, Lifetime Customer?
Today, we’re continuing our four-part series designed to teach you how to do just that. Understanding your buyers & their frustrations and the importance of getting your thinking right are the first two things you must do.
Customers are usually frustrated for 3 reasons:
Understanding your customer and learning why they are frustrated is crucial. (For additional training on this topic, review the Understanding Goals section in the Excellence Roadmap.)
To understand your frustrated buyer know:
Don’t become offended. This is an opportunity to turn your upset buyer into an Excited, Loyal, Lifetime Customer.
What else do we know about frustrated customers?
Most people are good. Most people are reasonable.
Most people, in their heart of hearts, are good people.
We need to see through buyer’s frustrations into the heart of the person. This is where your thinking comes in to play. How you think about your buyers (independent of how they act), determines how you see your buyers.
If you think right, your actions & reactions will be right.
When your thinking is right about your buyer, you will understand why they are using non-truths, why they are disproportionately angry about the situation. You will understand they just want to be heard and to be helped.
(For additional training on hearing and understanding your buyer, review the Active Listening section in the Excellence Roadmap.)
Helping your customer requires you helping them feel comfortable going forward with the Sales Process. Understanding your customer is a critical to helping them feel comfprtable.
Frustration happens when expectations aren’t met.
How do you turn upset customers into
Excited, Loyal, Lifetime Customers?
Sometimes, people come in with an attitude. Buyers come in angry, frustrated, and upset. How we handle these people determine if they become Excited, Loyal, Lifetime Customers, or not.
How do you treat someone with love and respect when they don’t treat you that way? Today’s first video looks at why customers become upset.
Why customers are upset:
Sometimes when we perceive customers to be frustrated, it is because they communicate poorly, and we don’t really understand what the buyer is trying to say.
To move a person from being an upset customer to becoming an Excited, Loyal, Lifetime Customer, you have to truly understand them.
Often, upset customers speak in half-truths. It might not be that they are intentionally lying. It could be that their recall isn’t perfect. Don’t take this half-truth head on. Don’t repeat it. Take the time to understand what your buyer is really saying and who they are.
Next week, as we continue our series on understanding upset customers, we’ll cover understanding your frustrated buyer and the importance of getting your thinking right.
The path to excellence in all areas of your life is rooted in 6 timeless, proven principles. You have to make the decision to be excellent. It isn’t going to just happen to you.
What is excellence?
Be at your best more than you used to be. Everybody reaches. Everybody fails.
To be on the path to excellence, you keep trying.
The complacency of fools will destroy them. Solomon said this over 3,000 years ago. It’s still true today.
What is complacency?
Why will it destroy you?
A complacent person is someone who does not examine themselves. They get up, go through the motions, and do it again and again.
Complacency happens very easily. It happens during times of comfort. Complacency can turn into apathy. Apathy says “I don’t care“. Both of these lead to entitlement – the belief that one is deserving of privilege or special treatment.
You, we all, want to live lives of excellence. We want to have the joy, peace, and satisfaction that comes with pursuing our best selves.
How do you avoid complacency? You do this through self-examination. Ask yourself:
– What am I doing?
– How am I doing it?
– How am I affecting the people around me?
When you self-examine and adjust to become better today than you were yesterday, you start taking personal responsibility for your life. Personal responsibility is the antidote to complacency.
5 Key Areas of Personal Responsibility:
Professionals prepare to win everyday!
Your thinking, you attitude, your point of view determines the quality of your life.
Thinking is one of the principles, one of the natural laws, that governs your life.
Be careful what you think. How you think determines how you act.
Your actions determine your results.
It’s even deeper than that. Your thinking determines your actions.
Your actions repeated become your habits.
Your thinking is very important. Where does it come from?
It comes from your life experience, your environment, your education.
Is my thinking the best it can be?
Is my thinking what I want it to be?
Is my thinking the right thinking that will help me reach my full potential?
How can I get my thinking right to achieve my goals and dreams?
Here are some tips:
Take time daily to decide what your thinking is going to be. Pursue knowledge daily.
It’s the pursuit of excellence, the pursuit of your best self, that creates the joy, peace, and satisfaction you are looking for.
Remember, as you think in your heart, so you are.
What’s in your heart?
Have you ever said “I don’t have time“?
What does that even mean?
We all have the same 24 hours in a day.
I don’t have time to…
(You fill in the blank.)
It’s funny how the most important, the most jugular, things for our well-being, for our success, are often the same things we say we don’t have time to do.
What you’re really saying is you value something else more.
Here’s the problem:
When most of us wake up, we really don’t think about it. We allow our day to manage us. We don’t manage our day. We spend our days reacting to things.
Nothing great ever just happens.
You have to make a daily decision to make it happen.
Make a decision on how you spend your time.
Make time for the things that matter.
I want you to seek excellence in everything you do,
especially in how you spend your time.