When to Say "No" and Having Patience

In this month's got sales? eNewsletter, I wrote an article about how saying "No" can save your business money and why you should not discount (http://www.peaksalesconsulting.com/Newsletters/Newsletter-Vol3-Issue5.htm). I want to tell a story about how that strategy worked for me recently and how patience also paid off big time.

In an initial conversation I had with a prospect, they felt my service fees were too high. Mind you, I explained the value I offered in detail, but they just felt that they did not want to spend that kind of money. In my usual style and practice, I did not offer a discount to try to get the deal since that would undermine the value I was offering and would set a dangerous precedence. Furthermore, since this particular deal involved CRM technology, they believed that they, along with their IT consultant, could implement and customize the software themselves, not to mention train themselves on how to use it.

Roll forward 4 months. I get a call from the CEO asking for my help. They failed dismally in their attempts to implement the CRM product they purchased (which was NOT from me, but through some hence forgotten mail-order discount place). They spent months trying to resolve problems caused by a poor installation and trying to figure out how to customize it (which, by the way, isn't all that difficult). More importantly, they could not relate their business processes and work flow to how the technology worked, which is a typical challenge when trying to achieve a successful CRM implementation (Want more info on this? Download FREE papers HERE). So, without even raising the question of my fees, we scheduled consulting time for me to solve their problems for the same amount I originally quoted. Oh yes, I got paid in full and in advance.

The results were so positive that, before I left at the end of the project, the client retained me for a 3-month coaching program that costs more than the original project I just did which they originally thought was too high. When they witnessed what I could do for them, how I helped their business, and the value I provided them, he closed himself. I simply had to explain the options I offered for followup support and coaching and it was done, and paid in advance.

This is an excellent example of how a customer can achieve enormous value if they spend their money wisely on the right solution (in this case, Me!). It is so true that you get what you pay for. It is also a good example of exercising patience. I did not fold when they originally thought my fees were high. I stayed firm and did not discount and was willing to walk away. I remained patient and eventually they called for my help, albeit in desperation but they called.

In sales, you need courage to stand firm and you must have patience. Do you? I'd like to see your comments to this post, or send me a private email to russ@peaksalesconsulting.com. Good luck and good selling!

Russ Lombardo
russ@peaksalesconsulting.com
919-559-2395