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We’ve been trained to think that unless we’re constantly “moving a sale forward,” we may lose it. So we keep calling prospects back and leaving messages along the lines of, “Hi, haven’t heard back from you, so I’m just calling to follow up. Looking forward to hearing from you.”
Leaving insistent messages when potential clients stop returning your calls communicates that you’re only trying to move the sale forward. This in turn makes them feel pressure from you.
These kinds of follow-up calls tell them that your focus is on your agenda (not theirs), and that you have no awareness of the realities of their world that may be keeping them from calling you back.
Potential clients don’t want to be pressured
When potential clients don’t call us back, we automatically feel fearful and anxious. We’re afraid we will lose the sale, and that makes us uncomfortable. We’ve been so conditioned to focus on the sale that we assume we’ve lost it if they haven’t called or e-mailed us back.
The number one reason potential clients begin evading us: They’re afraid we’re going to pressure them.
Chances are, they’ve had negative experiences with other advisors attempting to offer services they weren’t interested in.
The solution?
Focus on the truth, not on the sale.
The best route to the truth
If you switch to focusing on finding out the truth, then your understanding of the situation changes. It isn’t that you might lose a sale – it’s just that you don’t know the truth yet.
Read this a few more times. Let it sink in. As you absorb it, you’ll feel a powerful shift.
You’ll feel less anxious, because you haven’t lost a sale. You just don’t know the truth yet.
And all you have to do is call back and find that out.
Keep in mind that you don’t know why your calls aren’t being returned, and that your goal is always to identify the truth.
You want to know the truth about the situation – regardless of whether the sale is going to happen or not – but you must approach your potential client in a way where they don’t feel your agenda is more important than theirs.
The best route to the truth is to take a step back.
Instead of trying to move things forward, consider moving things backward. Return to the place where you left off.
Your prospects will trust you and reveal what they’re thinking only if they feel like you’re on their side.
Do this instead of email
Once you’ve taken all this in and are feeling clear and comfortable, pick up the phone. Always start with a phone call. An e-mail is inherently impersonal and one-way.
If you can’t reach the person directly after several attempts, voicemail and email may be your only and last option.
You need to be clear in your own mind that you’re willing to take responsibility for the breakdown in communication.
Here are some ideas to shift your mindset before you make the call:
1. Get clear. Review any notes on past calls and bring yourself up to date regarding the person and the situation.
2. Let go. Sit silently for a few minutes with your eyes closed, breathing deeply and consciously, accepting that this sale is probably gone. Let it go, so that when you call there’s no part of you hoping or pushing for it. You need to decide that it’s not about the sale anymore – it’s about learning for next time
3. Decide what you’re going to say. Focus on the fact that you’re calling to apologize for something that went wrong along the way. Assuming the sale isn’t going to happen.
Here are some examples of what you might say:
- “Hi, Jim, it’s Kristen. I just wanted, first of all, to call and apologize. I’m not calling about moving things forward. I’m only calling to get some feedback as to where we went wrong along the way that might have caused some drop-off in communication.” • “Hi Bob, It’s Tom. I’m calling, not to move the process forward, but to apologize that we ended up not being able to connect. I’m assuming that you’ve probably moved forward with somebody else or decided not to move ahead with what we discussed, and that’s fine, but I just wanted to see if you’d be open to sharing any feedback on how I could have helped you more effectively.”
Language like the above removes the sale from the picture entirely.
This is the kind of communication that most of would use with people we really care about. That’s what clients need to feel from you: that you care about them. And it needs to be the truth.
To learn more about this contrarian and simple approach to selling, order your complimentary book and consultation below.
Ari Galper is the world’s number one authority on trust-based selling and is the most sought-after high-net worth/lead generation expert for financial advisors. His newest book, Trust In A Split Second has become an instant best-seller among financial advisors worldwide – you can get a Free copy of Ari’s book here and, when you click the “YES” button in the order form, you’ll also receive a complimentary “plug up the holes” lead generation consultation. Ari has been featured in CEO Magazine, Forbes, INC Magazine and the Financial Review. He is considered a contrarian in the financial services industry and in his book, everything you learned about selling will be turned upside down. No more chasing, no pressure, no closing.
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Advisor Perspectives welcomes guest contributions. The views presented here do not necessarily represent those of Advisor Perspectives.
