In this fast paced world where efforts are made to compress sales cycles, improve sales productivity and do more with less, we can forget about basic factors in human relationships that impact our efforts.
For the most part, customers and prospects will be courteous to you. It is freely given. They expect the same in return. This can mean a lot of things, but at least suggests you have proper manners and conduct yourself politely. Blow this one and you can expect to get a negative customer response in fractions of a second.
OK, so let’s assume you paid attention to your Mother and Emily Post and have mastered proper etiquette. Your next focus is on respect. Respect is not freely given, it is earned. You cannot demand it nor can you command it. In your conduct you must demonstrate qualities and characteristics worthy of regard and esteem. Respect may take time to earn and can be hastened by reputation and referral. Your value and the value of your recommendations to the customers is predicated on respect. Respect is fragile and can be lost much more quickly than gained.
With respect you can concentrate on trust. Unlike courtesy which is freely given, and respect that is earned; trust is awarded – like a trophy or badge. Trust is somewhat faith oriented, meaning those who trust you believe you will protect their interest and agenda. It also means your word is your bond – you do what you say you will do. You have demonstrated you are trustworthy over a period of time. Where high levels of trust are present, work becomes more efficient and effective. Also remember, the larger the cost of your sale, the greater the need for trust. Often, trust cannot be re-awarded. Once lost, it may be gone forever.
For sales people often late for meetings, in a hurry, or just sloppy in their follow up; you put all 3 of these important achievements in jeopardy. If you want continued success selling, remember you must start with courtesy, earn respect, and be awarded trust – in that order. Mess up and violate any of the 3 and you likely will start all over, this time perhaps without the expectation of courtesy. These 3 elements are critical to your reputation. Protect them as if they were your magic beans.
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