
I was watching my son at his martial arts class last week when I struck up a conversation with another father who was there. As we talked, he began to tell me a fascinating story from his days as a salesman.
He was a new sales rep with this computer company at the time and was asked to visit one of their largest clients. He introduced himself to the six or seven who were in the room and asked how he might be able to serve them. They began to share with him a few pretty major issues.
He calmly responded, “Is there anything else?”
They then shared more issues they had with his company.
Again, “Is there anything else?”
More issues. And now they were beginning to be agitated with him because he represented the company causing so many issues.
He continued, “Is there anything else?”
This continued, he said, for six hours. At the conclusion of their time together, he had written down over 330 issues on the board. He then asked once more, “Is there anything else?”
They responded by saying, “Isn’t that enough?” and he replied, “I thought it was enough five and a half hours ago but I wanted to hear all your issues.” Then he said, “I am really sorry for the pain my company has caused you. How can I help you?”
They asked that he take all their equipment back and give them a refund (some of the equipment had been installed for over 10 years). After they admitted that the equipment had been working for them, they understood that he could not take the equipment back.
Then, the head of the company spoke up for the first time and said, “We have never had anyone care about our concerns as much as you have. I am going to give you a purchase order for our new systems.”
This guy ended up walking out of that meeting with an order for $25 million worth of equipment. Quite a turnaround, don’t you think?
He told me that he now uses this approach with everyone who gives him any complaint, even his wife.
My dear brothers, take note of this: Everyone should be quick to listen,
slow to speak and slow to become angry.
James 1:19
I was watching my son at his martial arts class last week when I struck up a conversation with another father who was there. As we talked, he began to tell me a fascinating story from his days as a salesman.
He was a new sales rep with this computer company at the time and was asked to visit one of their largest clients. He introduced himself to the six or seven who were in the room and asked how he might be able to serve them. They began to share with him a few pretty major issues.
He calmly responded, “Is there anything else?”
They then shared more issues they had with his company.
Again, “Is there anything else?”
More issues. And now they were beginning to be agitated with him because he represented the company causing so many issues.
He continued, “Is there anything else?”
This continued, he said, for six hours. At the conclusion of their time together, he had written down over 330 issues on the board. He then asked once more, “Is there anything else?”
They responded by saying, “Isn’t that enough?” and he replied, “I thought it was enough five and a half hours ago but I wanted to hear all your issues.” Then he said, “I am really sorry for the pain my company has caused you. How can I help you?”
They asked that he take all their equipment back and give them a refund (some of the equipment had been installed for over 10 years). After they admitted that the equipment had been working for them, they understood that he could not take the equipment back.
Then, the head of the company spoke up for the first time and said, “We have never had anyone care about our concerns as much as you have. I am going to give you a Purchase Order for our new systems.”
This guy ended up walking out of that meeting with an order for $25 million worth of equipment. Quite a turnaround, don’t you think?
My dear brothers, take note of this: Everyone should be quick to listen,
slow to speak and slow to become angry.
James 1:19