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SPEAKER_00
Well, Brian, you know as well as I do that stamps save you time and money, which you can use to grow your business.
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You can buy and print official postage for any letter, any package, any class of mail using your own computer.
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It makes it easy.
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They ll send you a digital scale.
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It automatically calculates exact postage.
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Stamps.com will even help you decide the best class of mail based on your need.
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So no need to lease an expensive postage meter.
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Go to stamps.com, click on the microphone at the top of the homepage and type in advanced selling.
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That s stamps.com, enter advanced selling.
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Stamps.com, never ever go to the post office again.
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SPEAKER_00
Welcome back to the Advanced Selling Podcast.
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SPEAKER_00
This is the mobile edition.
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SPEAKER_00
We are in Brian s big, fat, what is this?
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SPEAKER_01
When you have as many kids as I do, you have to have a really big car.
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SPEAKER_01
It s a big Infiniti.
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SPEAKER_01
It s a big Infiniti SUV thing.
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SPEAKER_01
You know, I bought this car on a commercial.
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SPEAKER_01
I saw a commercial for this car.
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SPEAKER_01
I d always driven an Acura.
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SPEAKER_01
Yeah.
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SPEAKER_01
And yeah, I bought this car.
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SPEAKER_01
I m adjusting the air conditioning now.
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SPEAKER_01
With the vents, you hear wind, that s what it is.
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SPEAKER_01
We don t have the sunroof open.
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SPEAKER_01
If you feel cold.
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SPEAKER_01
We don t have the sunroof open.
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Trying to keep it cool in here.
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It s hot, July day.
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So thanks for joining us.
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We are appreciative and grateful that we have so many great listeners.
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You can go to our LinkedIn page, LinkedIn group page, and take part in the conversation there.
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A couple weeks ago on the podcast, we asked for entries or emails from people who wanted us to do a marketing makeover on their business.
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Sales makeover, marketing makeover.
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And we ve gotten some really good respondents.
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And we re looking for a couple more, and what we re going to do is the month of August, all four episodes in August, we will be taking a different person and doing the makeover with them.
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And this will be, it might be a little bit longer podcast than usual, probably 15 to 20 minutes, and we re going to get into what are they trying to accomplish, what do they think their personal brand is, and some tips that we might give them about how to improve it so that they can generate more revenue.
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Yeah, super impressive was the time that the respondents that we ve gotten so far have taken.
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You see their emails, and you ll hear these when we talk about them a little bit.
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Lots of detail and lots of openness about improving their brand image and their personal brand as a salesperson, which I was very, very impressed by.
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which is very, very good.
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So email us at listener at advancedsellingpodcast.com with your email telling us a little bit why you want to do this and maybe a little bit about yourself and your business and that will help us make a decision.
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We ll probably select four.
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SPEAKER_00
And then if we have three or four others, we will probably do those later on in the year.
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SPEAKER_00
But we want to focus on August being makeover month.
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SPEAKER_01
Yeah, makeover month August.
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SPEAKER_01
I like that.
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SPEAKER_01
All right.
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SPEAKER_01
Very good.
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SPEAKER_01
All right, you said you had a story.
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SPEAKER_00
Well, I had a story.
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SPEAKER_00
You know, we had to put our miniature poodle down about two months ago.
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SPEAKER_00
No, I didn t know that.
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SPEAKER_00
Toby had to go.
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SPEAKER_00
I didn t know.
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SPEAKER_01
Toby s no good.
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SPEAKER_00
I didn t know that.
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SPEAKER_00
I m sorry.
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13 years.
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And he was a great dog.
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I remember when you got Toby.
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Do you really?
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I do.
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Yeah.
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Yeah.
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Great dog.
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And so we re over the grief of it.
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But it s still, you still miss him.
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And so my wife heard about this dog that was two years old, miniature poodle, a little bit different color.
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But we like poodles.
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They re pretty good.
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The lady said, well, yeah, we re looking to get rid of our dog.
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It s two years old.
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It s really a good dog, because we ve got three other dogs, and my daughter has asthma, and so she needs a service dog, so we ve got to get another dog for her.
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Anyway, they didn t need five dogs.
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A perfect scenario.
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SPEAKER_00
Didn t need five dogs.
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And the dog s name?
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Martha Stewart.
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SPEAKER_00
No, is it really?
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SPEAKER_00
Martha Stewart.
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SPEAKER_00
Is it kind of pompous?
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SPEAKER_00
I never met it.
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SPEAKER_00
I never met it.
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SPEAKER_00
You ll hear the story.
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So she was going to bring Martha Stewart over because she wanted to check us out and see what kind of a home we had and all that.
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And at the time I thought, well, you know, I understand it.
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But the more I thought about it, the more agitated I got because I think
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Well, wait a minute.
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Shouldn t we be checking Martha Stewart s home life out?
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SPEAKER_00
I think we should be.
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Values they have induced on this little dog and the living conditions.
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SPEAKER_00
Is she living in squalor in Noblesville?
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SPEAKER_00
You know I m being converted to being a dog person.
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SPEAKER_01
Oh, you are?
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I ve not been a dog person my whole life and I m being converted to being a dog person and embracing it.
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And I never got how people think of their dogs as people, but they really kind of are.
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SPEAKER_00
They are.
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Like it or not, even though they only eat dog food, pee on the grass, and
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lick themselves with their tongue to bathe.
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Other than that, they re people.
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Well, I was thinking about what would she need to see when she was walking through our house, and I figured any kind of Michael Vick dog, Michael Vick book on dog raising, she probably would.
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Anyway, before we get in too much trouble, we ll stop the rant here.
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You have a topic.
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I do.
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So this came from a real client situation yesterday.
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And it got me thinking when I heard the scenario about who s right.
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We ve heard in the past that the customer s always right.
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And in this case, you re going to hear that my client thought he was right.
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And him thinking he was right really got in the way of this long-term client relationship that my client has with his customer there.
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And so I thought I d tell you a little bit about the story and then just give some commentary on it.
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You give some commentary on me about how do I manage my emotions when I think I m right, my customer thinks they re right, and I get all fired up or upset or mad.
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How do I push back?
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How do I defend myself?
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Do I?
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Don t I?
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That sort of thing.
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Because I think that happens a lot these days.
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So the scenario was this.
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There was some email exchange between a large, ongoing, long-term client and my guy that I do coaching for.
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Lots of non-responsiveness from his client to him, which started to agitate him.
0
SPEAKER_01
And then finally, kind of a frustrated thing back that said, just cancel everything.
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The client said that.
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The client said that to my guy.
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So it was an ongoing client.
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Ongoing client.
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Not a prospect.
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SPEAKER_01
Not a prospect, nope.
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And so he took that as cancel the whole contract.
0
SPEAKER_01
And they re six months into a year-long contract.
0
SPEAKER_01
So he starts firing off stuff about, okay, well, you re six months into the contract.
0
SPEAKER_01
We re going to hold you to this.
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Your spend is only this.
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You ve got to spend at least this much.
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All through email.
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All through email, 100% through email.
0
SPEAKER_01
So his boss kind of catches wind of these exchanges and says, well, timeout.
0
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We have got to call this person.
0
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So she makes a phone call, talks to the client who was upset and said, yeah, you know what?
0
SPEAKER_01
I did not like how this was handled.
0
SPEAKER_01
This was not good.
0
SPEAKER_01
So thanks for calling me.
0
SPEAKER_01
Here s what the real deal is.
0
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So I thought to myself, okay, what can we learn from this scenario?
0
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What are some lessons we can take away?
0
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And what can we teach our listeners what to do, what not to do?
0
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And so it s kind of a slippery slope because there was a part of it where if she had canceled the contract, he was right.
0
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And I think there would have been a better way to do it.
0
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So that s the scenario.
0
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All of you have this, if you re listening to this, you ve all got scenario or two where they pop up, where you ve got this ongoing engagement.
0
SPEAKER_01
You can t get someone to call you back.
0
SPEAKER_01
They re a difficult customer.
0
SPEAKER_01
Everybody has one of those.
0
SPEAKER_01
God yet.
0
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We still keep going back because they pay us and how do you handle your emotions through all that?
0
SPEAKER_00
So that s that s a great topic because it really gets down to like you just said how do I handle the emotions whether it s this kind of situation or a Prospect who you felt like was ready to buy and all of a sudden they disappear.
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SPEAKER_00
Yes.
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SPEAKER_00
Oh
0
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At what point do you get mad at them or mad at yourself, or do you just let it go and move on?
0
SPEAKER_00
And so I think it s that whole — we re emotional creatures.
0
SPEAKER_00
And I think for us to say to ourselves, look, we re just not emotional is crazy, because we are.
0
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We want things.
0
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I mean, you and I just finished a call with a local company, and even though we weren t emotional attached, we both wanted to do it.
0
SPEAKER_00
We wanted to do the deal.
0
SPEAKER_00
I think this idea of we can become emotionless is crazy.
0
SPEAKER_00
So what was one comment?
0
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Yeah, so let s start there.
0
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So the first thing is we ve got to understand and be aware of our emotions.
0
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And I m going to give you something that one of my mentors just gave me, more on the personal front, but it applies here.
0
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Some things are better left to be said after you ve slept on them.
0
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And the moment to fire off an email is not right after I ve heard something that s angered me or made me mad.
0
SPEAKER_01
And so what I learned from that, and this is the coaching advice, is whenever I m aware enough, and some of us aren t aware enough to figure this out, but when my emotions get jacked up, I m mad, I m angry,
0
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And I m pounding on the keyboard.
0
SPEAKER_01
Some people type hard when they re pissed, right?
0
SPEAKER_01
They re like... Do you do that?
0
SPEAKER_01
I don t actually.
0
SPEAKER_01
I m not a hard type.
0
SPEAKER_00
You dictate everything, don t you?
0
SPEAKER_01
I don t do that either, no.
0
SPEAKER_01
I usually just ignore.
0
SPEAKER_01
See, I pull back.
0
SPEAKER_01
I ignore.
0
SPEAKER_00
You go in hiding.
0
SPEAKER_01
I totally do.
0
SPEAKER_01
That s what I do.
0
SPEAKER_01
So, sleep on it.
0
SPEAKER_01
That s the recommendation.
0
SPEAKER_01
You get something like that, you re ready to fire back, get in this little tit-for-tat email deal, sleep on it.
0
SPEAKER_01
That s the first bit of advice I have here.
0
SPEAKER_00
My grandma was 97 years old when she died.
0
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She died about 25 years ago and I remember she used to always post on her
1
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Instagram page.
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SPEAKER_02
Which she did.
1
SPEAKER_00
She was an early adopter.
1
SPEAKER_00
Very early.
1
SPEAKER_00
Now but she used to say count to 10 and it s kind of the same thing.
1
SPEAKER_00
It is.
1
SPEAKER_00
Maybe it s count to 24 hours.
1
SPEAKER_00
What was her name?
1
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Mabel.
1
SPEAKER_00
Mabel?
1
SPEAKER_00
Mabel Stewart, Martha Stewart s sister.
1
SPEAKER_00
Here s something as you were telling me the story, and this comes up a lot, and so it s a continuous issue, is stop with the emailing for sensitive topics.
1
SPEAKER_00
And breaking a contract is a sensitive topic.
1
SPEAKER_00
I know the person will say, well, I tried calling her and she wouldn t call me back or he wouldn t.
1
SPEAKER_00
Okay, but I would try more than one or two times.
1
SPEAKER_00
I would do everything that I could to have a personal conversation, face-to-face or phone, as opposed to putting it into an email.
1
SPEAKER_00
I just left a coaching client.
1
SPEAKER_00
She s a company leader.
1
SPEAKER_00
One of the people in the company put into email, into writing, something that was very sensitive, and it was to a salesperson.
1
SPEAKER_00
And the salesperson reacted the way I would when I read it.
1
SPEAKER_00
I was like, what the hell are you talking about?
1
SPEAKER_00
And the sales manager said, well, I didn t intend for it to be that way and to come across that way, but it doesn t matter what your intent is.
1
SPEAKER_00
It s what s heard.
1
SPEAKER_00
And so if you have a sensitive topic, and chances are a topic, if you think,
1
SPEAKER_00
something is sensitive, and right below that you think something isn t sensitive, I would include the thing that you don t think is sensitive as sensitive because people do wanna feel okay, and if you start to make them okay, not okay through an email, you ll have hell to pay.
1
SPEAKER_02
I m really glad you said that, and I figured you would, and I m getting more, it s funny, as email came into more popularity, I really gravitated toward that, because I love the efficiency of it, I love the, especially in prospecting, being able to bang emails,
1
SPEAKER_02
out 30 at a time, and I m coming back around full circle, back to calling and meeting with people because of this very reason.
1
SPEAKER_02
This whole thing started because this person just emailed someone a billion times.
1
SPEAKER_02
I m being exaggerated.
1
SPEAKER_02
You see what I mean?
1
SPEAKER_02
It just kept emailing and emailing and emailing and emailing, and then called once and didn t get a phone call back.
1
SPEAKER_02
Right?
1
SPEAKER_00
Yeah.
1
SPEAKER_02
And then it s like, well, I shouldn t call you back.
1
SPEAKER_02
So you re right.
1
SPEAKER_02
I think we ve got to call sooner upstream.
1
SPEAKER_02
Make that more of our normal pattern.
1
SPEAKER_02
I think that s a really good thing.
1
SPEAKER_02
Yeah.
1
SPEAKER_02
The next thing is, and this goes in the same vein as the other stuff.
1
SPEAKER_02
Read the email that you re reacting to a few times over, and have someone else read it, and have them interpret it.
1
SPEAKER_02
There are some times when customers just write us via email.
1
SPEAKER_02
And sometimes, and I m guilty of this too, you ll read it, and you ll read it a certain way, and you re like, that s good, good, I m fired up, dah, dah, dah, and I ll skim over it again.
1
SPEAKER_02
I ll have someone else read it and go, that s not what she s saying here.
1
SPEAKER_02
That s not at all.
1
SPEAKER_02
She wasn t canceling the contract.
1
SPEAKER_02
She just wants to cancel this week s vert, you know, ad, or whatever, whatever that is.
1
SPEAKER_02
So I think that s a really, really good thing to think about is have someone else kind of read what you re reacting to and say, how would you take this, right?
1
SPEAKER_02
It really calms your brain down.
1
SPEAKER_00
I love that, and I ve got an addendum to that, and that is read it out loud.
1
SPEAKER_00
Because when someone else reads it, they are reading it out loud to themselves, even though silently, you ve got to read it out loud.
1
SPEAKER_00
And I think you ll find when you start to read the words that you have put in this emotionally charged email, it will cause you to change it.
1
SPEAKER_00
Yes, have somebody else read it, but read it to yourself out loud.
1
SPEAKER_00
We re getting ready to write some copy for a web page that we re putting up, and that s one of the things a copywriter tells me to do is, if you re going to put it up, read it out loud.
1
SPEAKER_00
It s amazing how when you read it out loud, it didn t quite have the same impact.
1
SPEAKER_00
I love it.
1
SPEAKER_00
So my last one here, and kind of that idea of knowing
1
SPEAKER_00
when you ve been emotionally hooked.
1
SPEAKER_00
And it s a trigger.
1
SPEAKER_00
Some things are triggers for me.
1
SPEAKER_00
I bet the things that trigger me, you could care less about and vice versa.
1
SPEAKER_00
So it s all very personal.
1
SPEAKER_00
So I don t think we need to come up with a list of things that trigger you, but I think you know what they are.
1
SPEAKER_00
Somebody who doesn t return an email might trigger you.
1
SPEAKER_00
But you ve got to understand that is your problem.
1
SPEAKER_00
It s like when you go and see the therapist to complain about somebody in your life, a good therapist will not try to fix that person.
1
SPEAKER_00
They ll say, why are you reacting that way?
1
SPEAKER_00
Totally.
1
SPEAKER_00
So I think we have to look at what is it about our business and about these circumstances that trigger us and hook us emotionally, and then look deeper and say, well, I wonder why that s doing that.
1
SPEAKER_00
Was it the way I was brought up?
1
SPEAKER_00
Is it maybe I don t have enough people in the funnel right now, and I feel scarce.
1
SPEAKER_00
I feel attached.
1
SPEAKER_00
I think that s the case.
1
SPEAKER_00
So anyways, good topic.
1
SPEAKER_01
Good sales therapy session, wasn t it?
1
SPEAKER_01
It was good, yeah.
1
SPEAKER_01
Yeah, I m burning up, though.
1
SPEAKER_01
I m sweating.
1
SPEAKER_01
It s time to get out of here.
1
SPEAKER_01
I was at the front of the car, so.
1
SPEAKER_00
So if you have a question for us, make sure you send it to us at listener at advancedsellingpodcast.com.
1
SPEAKER_00
And we ll make one more plea for the brand, for the personal makeover, the brand makeover, which we ll be doing in August.
1
SPEAKER_00
So if you haven t gotten your entry in, make sure you get it in and write out a little bit about why you want to do it, a little bit about yourself.
1
SPEAKER_00
And Brian, we will see you next time on the Advanced Selling Podcast.
1
SPEAKER_00
See you then.