🎯 Work Smart Wednesday - March 6, 2024
Reframing client interactions, how I explain complex concepts, and a quote from Benjamin Franklin
Work Smart Wednesday
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1. 🖼️ Reframing client interactions
Some years ago, my partner showed me a simple concept from relationship theory that helps reframe interactions and disputes. It helped us so much that I started experimenting to see if the concept applied elsewhere. It did. The same concept was incredibly useful with client interactions, and I am going to share it with you now.
Many people see business as combative. Military terms brought into business in the 80s didn’t help: guerilla marketing, price war, lose ground, competitive minefield, set your sights on, take the flak…
This leads to a lot of business people acting aggressive and hostile, particularly towards competitors but also towards leads and clients.
In reality, business is about solving problems. You solve a big problem and you will get a big reward.
Your interactions are not you vs the customer. No successful negotiation has a single winner. Both parties should win. Business is not a zero sum game.
I like to reframe interactions from:
ME VS THE CUSTOMER
to
ME + THE CUSTOMER VS THE PROBLEM
You’re on the same team. Both of you want to solve the problem. The client wants an easier or better life, and you want the reward you get for solving that problem for them.
One of my longstanding clients recently struggled with this. He has had some difficult things happen in his personal life recently which had spilled over into his work. He was becoming frustrated with clients, he felt like some clients were taking advantage (especially those on free discovery calls!). He felt like the client was against him. This caused his conversion rate to collapse, failing to close anybody in weeks.
To fix the problem, we introduced a pre-call routine to put him in the right mindset - one element of that routine was reciting the mantra that it is him + the client vs the problem. Within two days his conversion rate jumped right back up and he was making sales again. It has since gone on to improve even further.
ACTION: Consider, what is your default stance? (5 minutes)
Think about your recent interactions with customers (and team members!). Did you feel you were on the same team against the problem, or did you feel like it was you vs them? Write it down.
What things can you do to remind yourself that it is you and them vs the problem?
2. 🤨 How I explain complex concepts
Have you ever tried to explain a concept to someone that you know will change their lives, but a few minutes into your explanation you see their eyes glaze over? I know I have.
I am going to show you how to get your point across quickly and simply.
I came across this step-by-step solution to explain complex concepts in a Russell Brunson book I read on a long flight. It quickly became a firm favourite.
Step 1: Introduce What You’re Teaching.
Step 2: Share How You Learned Or Earned It. Tell the STORY about how you learned (your knowledge) or earned (your experience) what you’re about to teach them. This is the step nearly everyone skips.
Step 3: Share The Strategy – This is the WHAT you do. Strategy is an overarching plan or set of goals. Resist getting into specifics until Step 4.
Step 4: Share The Tactics – This is the HOW you do it. Tactics are the specific actions or steps you undertake to accomplish your strategy.
Step 5: Show How It Works For Others – Show them that it doesn’t just work for you, but it works for people just like them. Use a story.
I have introduced this method to many of my clients who provide services such as coaching, courses, or personal training. They always love it. One client who sells courses saw his course completion rate increase almost 30%, and positive reviews and referrals also improved to match.
ACTION: Teach somebody something today using this method (10 minutes)
Call a friend, wrangle a family member, offer help to a client, herd some of your children into a room. Whoever it is, teach them something using this method today. It will help you solidify the concept, practice the method, and develop your skills.
3. 💡 Quote I'm pondering
"Tell me and I forget, show me and I may remember, involve me and I will learn” - Benjamin Franklin
That's it! I can't wait to hear what you think. What did you find most useful? What do you want more or less of? Reply to this email now and let me know
I adapted the style this week, with bolded action points. Your feedback would be much appreciated - how do you feel about the change? Email me at John@JohnJDMunn.com
Also, if you have anything interesting to share, I want to know about it😊
Have a great week,
John
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