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Where do we start this?
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An answer doesn t matter.
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We re having a good time, right?
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He couldn t wait to get in here.
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You need sales balls to make sales calls.
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I m tweeting that puppy.
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Okay.
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Welcome to the Sell or Die podcast.
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We re your hosts, Jeffrey.
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And Jen Gittimer.
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I m the author of The Little Red Book of Selling and 15 other bestselling books and the creator of the seven figure sales formula program.
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I grew up in Philadelphia, sold in New York City, but was smart enough to move to Charlotte, North Carolina.
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And I m the author of Sales in the New York Minute and creator of Breakthrough Business Babe Community.
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Fun fact, I m obsessed with our dogs and consider them humans.
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If you have a dog, you know exactly what I m talking about.
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Sell or Die is for sales professionals, sales people, sales managers, entrepreneurs, and business owners who want to sell more at full price
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earn loyalty, and have an unlimited stream of referrals.
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Every single episode is going to give you real world, easy to implement solutions so that you can get your calls returned, your proposals read and acted on, all while creating relationships that you can take all the way to the bank.
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It s time to sell or die.
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Welcome back to another episode of Seller Dye.
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On today s episode, I want to talk about how you recover after something goes wrong in your business in a way that maintains your customer relationship, strengthens your customer relationship, and creates the possibility and opportunity for your next sale.
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So let s talk about what could go wrong.
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Like what s going on wrong right now?
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Uh, with these guys or with us?
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Well, I don t know.
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Like, you know, let s think about, I was just thinking about builders, right?
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They re short on supplies right now.
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They re having a hard time getting supplies.
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They re having to communicate to their customers that, you know, that, that stuff s out of stock, right?
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Things go wrong.
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Prices are going up.
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Prices are going up, especially if they re ordering their materials in, in, uh, other countries, uh, prices are going up.
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They import tax.
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What else?
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Shit goes wrong.
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Shit happens, right?
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All the time.
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And this morning, I was thinking about how you recover from something.
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is everything.
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And the reason I was thinking about this, and Jeffrey knows this story, and then I ll let you chime in because I feel like I m hogging the mic here.
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Okay.
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But I took the dogs to the groomer this weekend and bought them the most expensive, luxurious, hydrotherapy bath that you would think like, I wanted this freaking spa bath, okay?
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The bathtub was already occupied by a dog.
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By two dogs.
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Yeah.
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Anyway, when I picked Zoe, when I picked them up, Zoe s eye was like shot red.
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It was infected.
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Now the, the groomer had two options.
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She could say, Oh, that didn t happen here.
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Oh, you must ve brought her in like that.
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She could have avoided responsibility.
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Or she could have done what she did, which was she took full ownership.
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Like this situation could have gone real, real wrong.
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Right?
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Like I love my dog as if it s my child or dog as if it s our child.
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And you don t mess with mama bear ever with their babies.
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ever.
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Right.
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And so you would think I would be out there like huffing and puffing and yelling at them.
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And, and like, who knows?
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I mean, it could have gone pretty bad.
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Yeah.
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But the owner gave me her cell phone.
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She texted me, she called me, she left me a beautiful message.
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She left me a beautiful note.
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She continually followed up.
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She then recommended a vet for me to take Zoe to and
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offered to pay for the entire vet visit.
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It was like 200 bucks.
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She did everything right, like everything right.
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Now, I called her yesterday and told her how appreciative I was that mess ups happen, but how you recover from that mess up just created, it s everything.
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It just created a lifelong customer in me.
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And if anybody else has a dog,
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Jen s gonna say, you gotta go to this place to get groomed.
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You gotta go to this vet to get your dog taken care of.
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Hell yeah.
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We have two new referral partners here at the beach.
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And before yesterday, we had none.
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Correct?
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Right.
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I will refer them to everybody because they stood by it.
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And so mess-ups happen.
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They happen in business all day long.
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And if you re a salesperson representing a business, shit goes wrong.
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It just does.
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So it is how you react to, how you respond to, and how you recover from what happens.
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In the military, it s actually called resilience.
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in your life is basically how you handle yourself.
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This is your own noblesse oblige.
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This is your own savoir faire.
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It s how you live with yourself.
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You can either make excuses for it, you can blame other shit, you can put it back on the customer, you can do anything to avoid taking responsibility, or you can do what this woman did, which was take total responsibility
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act in a way that was emotional-based, not fact-based, offer to compensate the customer for what happened, and... And apologize.
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Yeah.
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Like, and here s the thing, I felt like she was, even though this is, someone s gonna say, well, it s just a dog.
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Okay, you can have your just a dog thing.
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It s not just a dog to me.
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Right.
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But I felt like
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I had a true partner that I could call and ask questions and get feedback from and get advice from.
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She recommended the vet.
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I mean, she did everything all along the way and she even knew my vet appointment was at three and at four o clock she was messaging me what they say, how s Zoe, is she going to be okay?
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Like, you know, she really cared.
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And so.
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To me, that was everything, knowing that she was like literally a partner, like standing by my side to help me.
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It s not just a dog.
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Right.
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I know, but other people who don t have dogs might not get that.
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I got it.
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So Justin, I love what he said.
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He said, it s not if something goes wrong, it s when and how you handle it will define how your business grows or dwindles.
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And for those of you who don t know how Justin could have said that, because you re listening to the podcast.
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He said that because we re recording this live in Jeffrey s Insiders Club with real people who are responding and awesome freaking people and a great community.
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So
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You should join.
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If you ve ever seen that commercial, the Lou Holtz commercial, where he s waiting in somebody s car and the guy comes back and says, I just made a sales call.
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And Lou Holtz goes, it s not just a sales call.
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I love that.
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So it s a matter of who you are, how you react, how you respond, how you recover from whatever happens to you immediately, a speed of response on top of it.
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Oh, so everyone wants to know how Zoe is.
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Zoe is already on the mend.
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She did her come when called this morning on the beach.
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She is having a blast already making a ruckus and she s back to being herself.
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If you want to send Zoe a check, it s Z-O-E-G-I-T-O-M-E-R.
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We re not doing a GoFundMe.
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Zoe will be okay.
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Zoe s going to be fine.
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Jeffrey, can you talk about, because you have a really cool way of recovering and I don t want to give it away, but it has a plus in the answer.
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And can you talk about this method and what it s called?
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I never simply recover.
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If somebody has an issue with like your book got wrecked in the mail, I send them two books.
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So it s recovery plus one.
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What do you do when that customer has an issue plus one?
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If you think that way, then you re going to think in a better way.
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So something s wrong in a restaurant.
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The manager comes over and goes, oh, let me fix that.
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And they bring you back French fries that are hot.
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Do they add dessert?
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No.
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You know why?
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Because they re stupid.
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That s why.
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They don t understand that in the world of social media, Yelp rules their freaking restaurant.
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They don t understand that.
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If they did, they would give you dessert and a coupon for another meal.
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But they re stupid.
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They re stepping on dollars while they re trying to pick up a nickel.
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So if a salesperson right now is experiencing a shortage or delay or something like that, how can we help them recover from that?
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It never costs as much to fix the problem as it does to not fix the problem.
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That s the issue of the day.
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That s the podcast of the day.
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That s the wife.
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of forever, and I will see you soon.
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Who are you again?
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Until next time, I m Jen Gittimer.
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I m Jeffrey Gittimer.
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I m reminding you to recover from every single thing that you do immediately, even if your ass falls off.
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Thank you so much for listening to Sell or Die.
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We hope that this episode has helped you transform the way you think, giving you new ideas, and provided you a new perspective on the sales and business challenges that you face every day, so you can get out there and win the customer all the way to the bank.
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If you enjoyed this episode, please take a second to rate and review.
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Each review helps us help more people just like you make a difference in this world.
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Don t forget to take a screenshot, share it in your Instagram stories and tag us at Jeffrey Gittimer and at Jen Gittimer.
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See you next week.