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In this episode of the Advanced Selling Podcast, I ran about some hate mail we received, Bill drops a faux F-bomb, and we take a Facebook question about what to do when two of your peers leave and go to a competitor.
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Back at the Advanced Selling Podcast, I m your host, Bill Kasky.
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I m your co-host, Brian Neal.
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That s what I meant, co-host.
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That s okay.
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We arrive in your inbox every Monday morning, and we hope that you enjoy the podcast.
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We get lots of awesome reviews.
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We re up to a couple hundred reviews now on iTunes.
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If you get a chance, if you haven t done that, we d love to hear your review.
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on whether you like the podcast or not.
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And also, you can email us at listener at Advance Selling Podcast.
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If you have a question, we re going to be dealing with a question that came actually from our Facebook page today.
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So we love you guys, and we appreciate your support.
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Good.
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I ve got a quick story.
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I m a little hypersensitive to how long this story is going to take.
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So I m going to try to make it two minutes for the listeners.
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Would you?
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We don t get much hate mail.
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No.
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We ve gotten two in like 10 years.
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And I m sure.
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This is, you know, podcasting is fun.
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Doesn t mean we don t have haters.
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No, but we have haters.
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So we got one of those, and it just bothered me a little bit.
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So I should let it go.
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Shouldn t I just let it go?
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Here s the deal.
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Podcasts are free.
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And, you know, we spend a lot of time and effort and energy building.
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We got a great group of listeners.
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Really love our listeners.
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We do a lot of interaction.
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And we re always open for feedback.
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Always.
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You know?
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And some people just don t like what they re hearing.
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And it s just interesting to me that they would take something that they get for free that s intended to be useful,
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and, you know, kind of diss on it a little bit, kind of aggressively diss on it a little bit, which is okay.
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And then I kind of go, then why don t you not listen?
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If it s that bothersome to you, just don t listen.
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Or there s a little thing you can do if you don t like this section of the podcast.
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or the ad we re about to read, you can take your finger and slide, and it takes about a millisecond to slide to the content.
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You can also listen at two times speed, which makes it more efficient.
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So there are a lot of things you can do.
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You can get this whole thing done in a minute and a half.
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You take the slide and all that.
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Oh, man.
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Well, I did have a story, though.
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Please tell us.
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Kind of funny.
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You re a music guy.
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I am.
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I love this guy named Al Stewart.
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He was popular in the 70s.
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He has great songs.
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He was very different.
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His tone, just everything about him was really different.
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I really liked him when I was growing up in high school.
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He wrote a song called Year of the Cat, Time Passages, Songs on the Radio.
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He had probably four or five modest hits.
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Well, he was going to be in Gas City, Indiana.
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Oh, I didn t know this.
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Gas City is between Fort Wayne and Indianapolis.
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It is.
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You probably pass it when you go to Fort Wayne.
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I know where Gas City is, yeah.
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out in the middle of literally nowhere, and he and Gary Wright, Dreamweaver, were going to be in this little concert in the park thing.
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So I saw it, and I ve never seen Al Sturton concert before, and I knew he was older.
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Sometimes when you see these older dudes,
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doesn t quite have the voice anymore.
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No, life has passed him by.
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Life has passed him by.
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Mick Jagger is a good example of somebody who life hasn t passed by.
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No, still got it.
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He s got a great voice and stuff.
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But you never know about these guys because you haven t heard them.
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So we went.
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And what was interesting is Gas City, fairly
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Oh, I don t know.
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It s just a remote village.
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I mean, it s just out in the middle of nowhere and everybody drives their golf carts.
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Oh, I didn t know this.
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There s the mount, there s like a concert amphitheater type of thing.
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Yeah.
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And then there s a mound in the back and there s golf carts from the left to the right.
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I didn t know this.
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I thought, was there a golf course around here?
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No, the people are not playing golf.
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Manufacturing facility.
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But that s what small town America is.
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They drive their golf carts.
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My brother-in-law was with us.
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He goes, no, I think they all have DUI.
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Totally.
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It s exactly what it is.
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It s exactly.
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It s the Dewey Patrol, right?
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Yeah.
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Used to be mopeds.
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It was.
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It still is mopeds, kind of.
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It still is, yeah.
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It s always fun to be.
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I just heard that on a famous radio show here in town.
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Bob and Tom did.
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Oh, really?
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Bob, or Tom, was talking about that, about how you see the DUI Express.
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Oh, yeah.
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The guy who s going 30 in the 60 on a moped without a helmet at a quarter to 7 in the morning.
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You know what s going on there, don t you?
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Which I didn t know you can still drive those things if you had a DUI.
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I didn t either.
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And these golf carts you can drive on the street.
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I mean, these aren t just electric.
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These are golf carts that are like $10,000 golf carts.
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Right, right, right.
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Anyway, so it was funny.
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But one thing that was interesting is I went around.
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I was a little bored because we got there a little too early.
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I thought it d be a big crowd.
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As it turned out, there really wasn t.
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Takes them twice as long as they re on golf carts.
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They re going 18 instead of 15.
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That s true.
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So I started interviewing people with my cell phone.
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I ve got them here.
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Someday we ll play them.
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So I would go up to these people.
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And my wife thought I was mocking.
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I really wasn t.
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I was interested in, how did you guys know Al Stewart?
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Yeah, that s great.
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And it turns out that probably 60% of the people I interviewed, when I said, what s your favorite?
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That s how I started.
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What s your favorite Al Stewart song?
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They all said, all of them.
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Oh, did they really?
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Which means none of them.
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Which means I don t know what the song is, exactly.
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And then one lady I asked, she said, who?
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But in her defense, she wasn t a nursing home van, or she was just getting out of a nursing home.
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So she even passed the golf cart stage into the nursing home van phase.
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Were they good?
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That s it.
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Al Stewart was really good.
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Gary Wright looks like he s 80, 90.
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Well, he s 74, so he looks like that.
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He almost is, yeah.
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But his voice was really good.
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Al Stewart voice, he kind of has a tenor, a little bit tough to hold the high notes.
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But yeah, it was good.
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Facebook page note.
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So we have a Facebook page.
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You can go look for the Advanced Selling Podcast on Facebook, become a fan.
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Join us there.
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We have a little message here we re going to read and give you some input on.
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So I m going to
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Here s a scenario.
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Two of the top reps abruptly resigned this past Friday, went to our biggest competitor.
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They both emailed customers asking them to follow them and become customers of our competition.
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Starting in a few hours, this gentleman, who s one of the reps, has been tapped with calling on these customers and sustaining the business relationship.
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Question is, how does one address a sudden departure or shakeup with a current customer in a way that reassures the customer
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that their continued relationship with the present supplier will not be jeopardized by a rep going over to competition?
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That s a good, good question.
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So what s happened?
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Two top people left, went to competitors.
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They re calling all their customers now and saying, hey, come with me, come with me.
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This guy steps in and says, and his boss says, he s a rep too.
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So it was one of their peers.
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So two of their peers left, this guy s peers.
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So can you throw them under the bus?
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Is that a good strategy?
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That s what you could do.
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Yeah, we re going to give some input.
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So yeah, so what do you do?
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So you ve got a situation where your peers, your cohorts have left.
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Never did like those guys.
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Yeah.
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I always think of, what about the listener who s listening who they re the ones who left and went to the competitors?
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Because one of my answers kind of speaks to them.
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So his name s Toby.
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OK, Toby, great question.
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Now, here s the problem.
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By the time this gets to you, this whole thing maybe has blown up or blown over, one of the two.
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Yeah, let s get this up quickly.
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My first thing is, in life we have distractions, and we have crap that comes in front of our path, and it causes us to divert our attention and lose focus.
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And now all of a sudden, Friday morning he woke up and said, I m going to have a great weekend.
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I m going to have a great week.
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And now all of a sudden something is in his way.
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And I think we have to keep in mind it and we can get to how to have that conversation.
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But I think the mental state for you, Toby, is the most important thing.
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Don t lose sight of just keep your focus and keep your eye focused.
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A, don t forget about your current clients.
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in this whole process, and B, keep your eye focused on you solving their problems.
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Whether the person left or ditched them, that s irrelevant.
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You have to focus on the customer and what they re trying to accomplish and how can we help them.
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Yeah, you kind of took two of mine out of three, but that s OK.
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I ll add to it a little bit, I think.
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If I kept talking, would I probably take the third?
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I don t know, because the third one, I almost didn t write down.
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That s a little teaser, because I m not sure about my third one here.
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We ll maybe let the listeners decide if it s any good.
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We ll be back after this.
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We ll be back after this.
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We ll show you exactly what.
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I said, number one, do not worry about your customers and these people s customers leaving you for a competition.
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Salespeople, I think, have a friend of mine, what she calls an inflated self-importance, that we sometimes as salespeople think that the relationship is all about me.
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The only reason the customer does business is because of me.
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And if I left, they d go with me.
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And I m telling you, and I ve got stats one after the other, that almost never happens.
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And companies hire people for that.
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They go, we re going to hire this guy because he s got a lot of great relationships.
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He ll bring them all over.
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They don t.
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They don t.
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They just don t.
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It just doesn t.
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What stat did you say?
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Did you give a percentage?
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I didn t give percentages, but I can tell you the people, and I can tell you the people that I ve hired that came over that they said, when I was a sales manager, said, oh, I ve got all these great relationships, like none, like zero.
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A guy that just came to one of my clients and left, he came, I got all these great relationships.
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It was zero.
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And so that s the stat.
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I mean, none of them came.
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And he was claiming, oh, I could get 15 people.
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I could figure that stat out.
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I ve got one right now.
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It just doesn t work the way you think it s going to work.
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time anchor who moved over to NBC.
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And she, in this case it was a lady, didn t bring anybody over.
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And I think it happens in the stock brokerage business where Merrill Lynch goes out and finds this awesome guy that s got $100 million in assets.
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Now, that may be a little different, because that relationship is so predicated upon its inhibit.
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But I agree with you, Brian.
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I think that s a great thing to keep in mind, is don t lose sight of the fact that the companies that you re calling on do business with your brand, not necessarily just with the person.
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Totally.
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And your company.
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And it s a pain in the butt to switch vendors on stuff.
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It just is.
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So I m telling you, don t worry about it.
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Okay, here s another one I have, and that is, if you need to get in front, it s the whole 80-20 rule, probably 20% of these people you ll be calling, you need to go have a face-to-face with.
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So don t rely on an email.
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Maybe the email or the phone call can set up the face-to-face, but go have a face-to-face discussion, especially if you re the one that s going to be calling on them.
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which it sounds like you are, so go get to know them, go understand them, and I wouldn t spend one effing second thinking about the other guy.
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Don t pretend.
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He ll take that out on you.
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We gotta keep the explicit thing off of this thing.
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Good job, thank you for saving that, Bill.
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That s good, I think you re good there.
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I think I m good, yeah.
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I don t think we need to beat that.
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I say that too much.
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But I think that then, now you have demonstrated to this brand new client or new relationship how important you think they are to you by going out and visiting and finding out more about them.
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then it becomes harder for them to leave.
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You want them to feel like they re going to be missing out on you now if they leave.
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Exactly.
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This, I think, adds to what you said.
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The focus on the client, not on the others.
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I want you to come with different energy, though.
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So I don t want you to come with save it energy, and that s what everyone does in this scenario.
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We ve got to save this.
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Got to hang on to it.
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Don t save and defend.
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Look at the opportunity to grow and dazzle.
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Think about that.
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And I m not talking dazzle like with,
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You know, glitz and glamour.
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I m talking dazzle with your ability to problem solve, to see things they can t see, to push and press, to challenge, that sort of stuff.
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So don t save.
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Dazzle.
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That s good.
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That s good.
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My last one here was
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You ve got to take the pressure off of you.
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I know you ve been put in this fairly high-pressure, high-stakes game of, like you said, Brian, going out and saving these things.
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You ve got to take that pressure off.
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You ve just got to go say, look, here s what happened.
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A guy left, and I ve been tasked with the goal and objective of coming out and introducing you.
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finding out a little bit more.
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I m fairly new to you and you re new to me, so I thought it would make sense to have a meeting.
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I think if you take that casual approach, it takes the drama out of the
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because it could be that, you know, you just told me today about somebody who s wearing, somebody s trying to sell one of your colleagues and they re wearing them out.
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And sometimes that happens and you don t want to do that because it could be that the other person that left is doing that, is going to wear this person down and out.
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So keep your state of mind right.
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Can I tell you the one I m a little on the fence for here?
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And it s on the fence because I don t like the karma around it.
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Right?
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Yet, it s a part of competing.
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You ve been working alongside these two fellas or ladies, whoever it is, for a long time.
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You know what they re good at.
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You also know what they re not good at.
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What I wrote down that I don t like how it sounds, and I don t want you to coach me on this Bill, is exploit the weakness.
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So you know what those people are good at, and you know what they re not good at.
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attack the part that they re not good at, so long as you don t get your intent focused on just doing that.
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But I think it s OK if you have good intent to put it in there.
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Because if I know, so for instance, if I know one guy is not good on follow up, I m going to follow up a lot, which is still good for the customer.
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Does that make sense?
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So I m just, what do you think about that?
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Bad karma?
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Good karma?
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No.
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OK.
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Medium.
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I think your second line there was, as long as it s serving, it s in the best interest of the customer.
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Because bad follow-up is not in the customer s best interest to me.
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So that s really less about you doing something he or she didn t do and more about you doing something you think the customer deserves and needs.
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I don t have a karmic problem with that.
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OK.
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Well, thank you.
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I appreciate it.
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I feel clean.
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Brian, Betterment is the largest independent online financial advisor and they are awesome sponsors and partners of ours.
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Rethink what your money can do.
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Anything else you have today, Brian?
1
SPEAKER_01
That was good.
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SPEAKER_01
Thanks, Toby, for a great question.
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And sorry you re having to go through that, but you ll be fine if you listen to some of the things Brian talked about.
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SPEAKER_01
And we would love to hear your conversation on our Facebook page, so make sure you re a member.
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SPEAKER_01
And we d love to hear comments about this and other things that we say on the Facebook page.
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That s it.
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SPEAKER_01
See you next time.
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SPEAKER_01
Bye.
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SPEAKER_01
Bye.