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Stewart Hirsch Blog

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To Link or Not To Link

A colleague recently asked me how I handle LinkedIn invitations from people I don’t really know. Another colleague asked about connecting to people whose reputation is questionable.

Trust All Connection Requests?

When people ask me questions about whether to accept invitations, they are usually not asking about the business benefits of making the connection. Often, they are asking about the business and personal risks associated with accepting the invitations.

Recently, Charlie Green shared a Trust Tip via Twitter (#57 Trust but verify? No. Trusting means you don’t need verification). He explained the Tip more in his Trust Tip Countdown blog. While trusting without verifying may be appropriate in some circumstances, it is not appropriate for everything. In his presentations, Charlie often says “I trust my dog Sammy with my life, but not with my ham sandwich.” It is common sense to not leave a sandwich in front of a dog, if you expect it to be there a minute later. Accepting an invitation from someone we don’t know, poses some risks, and requires some verification in advance.

Here are some risk scenarios that may result from accepting LinkedIn invitations:

  • I don’t block my connections from seeing who my other connections are. Some people do block that access on LinkedIn. Sharing LinkedIn connection names has the risk that some of your connections will contact people with whom you are connected without your permission, by using your name. I’m told that because of this risk, recruiters block access to their connections.
  • If we connect to a person who has a reputation of not being trustworthy, that could reflect badly on us.
  • Some people are concerned about connecting with competitors. That might increase your opportunity to collaborate and generally benefit from being connected. You may also be concerned about whether your competitor will misuse your contact list, or take business advantage of other aspects of being connected.
  • If you don’t know many of your connections well enough to introduce others to them when requested, having a lot of connections may seem disingenuous. Of course, there may be business or other reasons we choose not to accommodate an introduction request. One of these reasons should not be: “I really don’t know that person.”

Best Practices Suggestions for Accepting Invitations

Here are three typical scenarios I encounter when I receive an invitation on LinkedIn. I quickly assess the risk, and simultaneously look for ways to increase the business benefits of the potential connection. :

1. I already know the person or we have at least met in person or by phone or online.

I think about how well I know the person, and assess whether I will be comfortable with connecting the individual to other people I know. I have fairly liberal standards, and generally opt in favor of connecting. I may have met the person briefly at a conference or we may be in a virtual group together. Before accepting the invitation, I may reach out to the contact and ask for a phone call so that I can increase my comfort level and trust.

2. I don’t know (or remember) the person, but we have connections in common.

For these potential connections, I investigate further, by reviewing their profiles on LinkedIn, and using Google to check their online presence. Generally, I am likely to connect based on my investigation, relying in part on the transferred trust from the person I know. Sometimes I even write to our common connection and ask if s/he knows the person. In addition, before I connect, I am much more likely to reach out and ask the person to have a phone call with me so we can establish or enhance our relationship.

If the person seeking to connect with me on LinkedIn does not want to have a call with me, that is a sign that I should not accept the invitation. Having the conversation creates a stronger connection, and could give me more information as to whether it makes sense to connect. Interestingly, I recently received an invitation without a personal note reminding me of where I met the person. It turns out she was a student in a class I taught on coaching. I emailed to ask her if we knew each other, and we then had a follow up call. We are now building a relationship, and I would not hesitate to introduce her to my other LinkedIn connections.

3. I don’t know the person, and we have no connections in common.

I suspect some of these requests are spam, but just in case, I usually investigate further by reviewing the person’s profile, and researching them on Google. Recently, I’ve been receiving invitations from people who have high ranking titles, and appear to be part of solid companies, usually from outside the US. Yet, they have only a very few other connections. Their invitations do not indicate how they know me, or why they want to connect with me. I ignore these.

Those invitations that do not appear to be spam often look like they are from people who are using LinkedIn’s service to connect to everyone in a group, or everyone in their email database, regardless of whether we know each other. I think about each one, and determine whether I want to reach out and have a call or connect by email or just ignore it. I just use common sense. You may end up with a good connection, or you may just be clogging your LinkedIn with people who you cannot help or from whom you can ask for help.

Make Invitation Requests Easier to Accept

I enjoy getting invitations and inviting people to connections. My advice – when inviting someone to connect on LinkedIn, don’t just use LinkedIn’s template. Personalize it, and, unless there is no question that the person knows you, remind her/him how you met, and why you want to connect. Make it easy for both of you.

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Trust on the Rocks

You know those exercises where you fall back into a partner’s arms and trust that he or she will catch you? What if that person is a family member, like a 16 year old daughter, or 18 year old son?

Do you trust them? What if your relationship is on the rocks? Literally!

Our family spent Thanksgiving rock climbing, outdoors, at a local quarry. I like to think of it as complex cliff climbing; though for experts like my kids, the 50-75 foot climbs were mere child’s play.

There’s a lot to learn about trust when rock climbing. For example, see this three part series in July, 2012 “Three Things You Need to Know about Trust” by Charlie Green. Three distinct topics emerged:

  1. Trust is a Two-player Game
  2. Trust Requires Risk
  3. Trust is Reciprocal

As Charlie notes: one party must do the trusting, and the other party must be trusted. That is true in business and personal life, as well as in climbing. And it’s risky. All involved must trust each other in order to do well, be safe and have fun.

Securing the Ropes

In rock climbing, if the rope isn’t secure at the top of the cliff – well, I don’t want to go there. So the climber must trust the one who secures the rope. That person must be credible, one of the elements of the Trust Equation.

Climbers might be comfortable climbing on the ropes they set themselves. I, for one, am not yet experienced enough to know what a secure top rope should even look like. However, I do know my kids who secured the ropes. They are careful, and take calculated risks. They learn before they do, and they learn from people who know what they are doing. So I simply trust that it will be done right. And I don’t worry about it. How often do we do that in business? In life?

On Belay – Belay On; Climbing – Climb On
Top rope rock climbing is about more than trusting that the foundation is secure. It’s trusting that the partner belaying (anchoring and holding the rope at the bottom) you will not let you fall. And it’s reciprocal. When there are only two of you, you have to belay the person who belays you.

Remember the trust fall exercise? Try this: imagine you are 50+ feet high on a rock wall with a 90 degree slope, and the only thing between you and a hospital bed is your 16 year-old daughter.

As I leaned back, I worried needlessly about whether the fact that I weighed a lot more than her would send her flying off the ground if I fell. After all, she wasn’t secured to the ground. At one point while I was descending, she wasn’t even watching – just feeling the tension on the rope and releasing it at just the right speed so I could safely descend the cliff until I reached the bottom.

I belayed for her climb next. She didn’t worry about anything. She tried something. It did not work. She fell and trusted that I would catch her. And I did. Several times. Once when she dropped a little further than she would have liked, I got the “how did that happen?” look from her. But she trusted it wouldn’t happen again. And it did not.

Belaying and climbing

By trusting her, and her trusting me, we strengthened our bond. We knew we wouldn’t let the other get hurt, and we got to prove it a few times. It kind of made us reliable. This was repeated with each of my other kids as well. Among all of us, I was the least trusting – and they knew it.

Trust Yourself Too
I had difficulty with one of the climbs – all right, all of the climbs. But on one of them, my kids gave me sage advice. “Just trust that you can do it.” “It will be ok.” “Take a risk.” “Try it – we don’t know what will work either until we do it.” “Commit.” “The worst that will happen is you will fall and I will catch you.“

They had me on the last one. And each of them was very reliable. After all, I got home safely and could write this.

Next time, I will practice trusting even more. Because the more I can let go of fear and just trust that it will work out, the better I will do, the more I will be able to do, and the more I will enjoy it. And with rock climbing, with my kids, the more I trust them, the more we connect, bond, and appreciate each other.

Funny thing. Doesn’t that apply to most everything in life and in business?

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Greed, Love, and a Portrait for Sale

The news is much about greed. Greed dominates the headlines, not to mention the content, of what we read in all media. Are we perhaps at the point where the truly sensational stories are ones of generosity and relationship-building?

You be the judge.

Love and Life
Phil and Sue met in 1969 – on Valentine’s Day.  They were near-instant soul mates, marrying 4 years later.  They hired a photographer to shoot a photo of Sue for the newspaper wedding section.

It was a good photo. The photographer enlarged it and hung it as an example in his studio. But being young and broke, Phil and Sue couldn’t buy a portrait-sized version for themselves.

Life ensued. Phil and Sue moved away, and lived a full life around the world. Sadly, after 38 years of marriage, Sue succumbed to cancer.

A few months later, in 2012 – on Valentines Day – Phil returned to their old town, and to that studio, hoping to find the wedding portrait of Sue, and to buy it.

The portrait was still on the wall.  Next to it was a portrait of man who was the Bishop at the time Phil and Sue married.  The shop had a new owner, whom Phil recognized from high school as the original photographer’s daughter.  She was willing to sell the portrait to Phil –but only with her 95 year-old father’s permission.  She agreed to ask him.

A Signpost?

While Phil waited to hear the decision, he went for lunch at one of his and Sue’s old haunts. As he ate, he wondered whether the Bishop was still alive. And as he wondered – the Bishop himself walked into the luncheonette.

Phil was moved. After all these years, it was wonderful to see the bishop. At the same time, it reminded him of the loss of his wife.

A coincidence? A sign?  Whatever, it gave Phil hope that he’d be able to get the portrait.

The Portrait and the Loss

When Phil returned to the store, the old photographer had given his permission. The photographers – both generations – knew Phil’s story.  She could have charged him anything for the portrait and he would have paid it. Instead, she charged him almost nothing.

Lessons Learned

There was no greed in this story, only generosity.  There were relationships that transcended years.  There was the empathy – that of the store owner, and the others in his life – and now me.

I first met Phil about 25 years when we worked together at Hills Department Stores. He was the risk manager, I was a staff lawyer. We haven’t seen each other in over 15 years, though we reconnected on LinkedIn, and now stay in touch a couple of times a year. Yet he shared his story with me without hesitation.

There are lots of Phils in our lives. They each have stories. They can be colleagues, friends, clients, even family. Taking the time to listen can strengthen the relationship and bring people closer. And yes, it can also lead to deeper friendships and business opportunities. Because often people like to help those they feel close to.

I am touched that Phil shared his story with me, and that he allowed me to share it even further. Among other things, we are also enhancing our business relationship.  Phil is now a senior executive at a large company and has been a valuable resource for my own clients and friends.

Funny how that works. When there’s no greed about it.

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Building Blocks of Trust

My oldest son, a cabinet-maker, custom designed and built a cabinet for a customer, who is a contractor and also refers work to him. The customer gave guidance on the specifications. They agreed on a price and within a couple of weeks the item was built and delivered. Then came what often happens with construction.  The customer wasn’t happy. Discussions began.

Things Happen

In this case, drawers designed to open and close with specified slides were noisier than the customer wanted. He asked my son to install different (and more costly) slides to reduce the noise. My son thought the customer had specified this design and that the drawers were quiet already. So, he did not think any change was needed.

Has this ever happened to you? Think about fee disputes, for example.  Here are approaches some people take:

  • Ignore the issue, and let the relationship lag (“I don’t want to deal with it”)
  • Get angry and self-righteous (“It’s his fault, not mine”)
  • Give in, and make concessions (“I’ll just give him what he wants”)

Trust Principles in Action

My son agonized for more than a week over what to do. He did not want to spend the time or money replacing the slides because he thought he had done everything right.  Yet, he valued his relationship with the customer.

While he appeared to ignore the issue for a short time, he opted for a different approach, which looked a lot like applying the Trust Principles, elaborated on in more detail in Trust-Based Selling by Charles H. Green.

Building Blocks of Trust

My son then suggested a way to compromise, sharing responsibility for the costs and time involved in fixing the problem.  After a brief discussion, they reached a resolution.

How many times do we choose to ignore, get angry or give in, rather than face the issue head on, using a principled approach? Which works better?

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When Failure is an Option–and an Opportunity

“Park the car,” the officer said to my 17 year old son who was taking his driving test.  He had put the car in drive and was about to make a left turn out of the parking space as the officer instructed.  He’d gone all of about 2 feet.  But he did not look to the right, an offense that will require retesting.

I’d practiced with my son the day before.  He is a good driver.  Obeys the rules of the road religiously.  Always goes the speed limit.  Stops completely at stop signs and for pedestrians.  Signals before turning.  I was sure he would get his license on his first try.

No Need for Blame or Shame

Was he upset?  His answer was a clear “no.”  He wasn’t embarrassed either.  “It just is,” he said.

What he didn’t do:

  • Make excuses or try to justify what happened
  • Blame the officer, me, my wife or even himself
  • Get angry

What he did do:

  • Respected the officer for calling him on the mistake
  • Resolved to pay more attention
  • Accepted the fact that he would have to retake the test and looked on the bright side — he would get to drive more for additional practice

Lessons Learned From a Failed Driving Test

We broadened our discussion about what could be learned from his experience:

  • Rules for driving are important.

He came up with that one.  If we did not follow those rules, the roads would be chaos and dangerous.  To me, that sounds a lot like reliability, a Trust Equation component.  Knowing that people stop for red lights and stop signs creates some degree of reliability.

  • Civilized society requires rules.

He mentioned that we need rules to survive as a society, so we know what is expected of us and what to expect.  Again, reliability on a more global, rather than individual scale.  Interestingly, I think he picked that up in 8th grade where the students created their own rules.

  • Failing the test was the right consequence of the mistake he made.

I was impressed by the matter-of-fact way he accepted the situation.  He realized he’d made a mistake and that he should not blame others for it.   That shows a low self-orientation, another Trust Equation component.

Intimacy Trumps Failure

After the officer terminated my son’s driving test less than a minute after it started, he told my son that he had made the same mistake a couple of years before.  The officer turned left without looking right and almost hit someone in a wheel chair.   The officer exposed his own vulnerability and he connected with my son in that moment.  The truth is, that moment ofintimacy made my son’s respect and admiration for the officer grow a little and I think my son grew a little too.

My son learned a lot about failure and success.  And about living.

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ACTION REQUIRED: Read my email PLEASE! (2)

In my most recent post, I addressed an issue plaguing those of us who communicate by email – incomplete responses or the failure to respond at all.  In that post three experts shared their advice on how to improve the emails. If you’re following all the great advice, and the problem persists, what do you do?  I called those same three experts – Alesia Latson, Bob Whipple and Stever Robbins, and asked them:  “If e-mail senders follow your advice and e-mail recipients do not respond fully or respond at all, what else can you do?”

Experts Weigh In on E-mail Responsiveness

Here’s what they suggested:

Alesia Latson (Co-Author of More Time for You):

  • Give people the benefit of the doubt.  Assume positive intent.  All that happened is that you didn’t get a response – don’t make up any other story about what that means about you or them.  It means nothing in and of itself.    Simply follow up with a call or another message.  After 3 attempts drop it or escalate if appropriate.
  • Avoid long lists of things for people to do – it’s too confrontational and adds to their sense of being overwhelmed.  Keep it to two action items maximum per requests.
  • Try an opt in.  Say something like, “If I don’t hear from you in the next day or so – then I’ll assume that you’re ok with it,” or “I’ll follow-up with a phone call if we don’t connect via e-mail.”

Bob Whipple (author of Understanding E-body Language):

  • Establish ground rules within a group, including timing for response, and hold each other accountable.  Be aware that Gen Y and Gen X (think anyone under 35) are less likely to respond to email.  This is getting to be a corporate problem.
  • Try to keep emails readable in the preview pane (assuming it’s horizontal) – the start of the signature block should be visible on the first page.  It creates a psychological incentive to read the note. A note that goes “over the horizon” is often deleted before being read.
  • Keep emails simple – so they can be read and internalized in 15-30 seconds.
  • Note the pattern of communication for the person you are trying to reach.  Reach the person in the way s/he is most likely to respond.  It may not be email.

Bob also suggested looking at his articles – I did, and there are a lot more ideas listed.

Stever Robbins (author of Tips for Mastering E-mail Overload):

  • Assume they have too much email, and pick up the phone (you’ll be one of the few).
  • You may be being marginalized – poke around and find out what’s going on. If there’s no trusted person you can ask, then you may have your answer.
  • Learn the most important agenda of the person you are communicating with, and reframe to his/her agenda, rather than yours.

Applying Trusted Advisor Models

These are all great suggestions.  And there are some common themes:

  • Start from the other person’s perspective.  Each of the experts emphasized considering the recipient’s situation in reading and responding, rather than your own situation in needing a response.  This concept is the first of the powerful Trust Principles.

That is, focus on the other for the other’s sake, and determine how that person can and will actually receive and act on the message, and consider how to frame your message so it becomes important for that person to respond.

  • Pay attention to your own credibility.  If you are being marginalized, as Stever Robbins suggests as something to look at, perhaps there are things you can do to improve.
  • By assuming positive intent of the recipient, we are less focused on ourselves.  If we think “why didn’t she get back to me?” that could be an indication of high self-orientation, the denominator of the Trust Equation.   This type of thinking is a trap that makes it difficult to find a solution to a responsiveness issue, because instead, you are looking for someone to blame.

We’ve heard from the experts – now it’s your turn.  What have you tried that has worked?

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ACTION REQUIRED: Read my email PLEASE! (1)

Have you ever sent out an email like this?

Subject: Prep for client mtg next week and one-on-one mtg times

To prepare for our meeting, would each of you please provide:

  1. Your updated bio
  2. Any agenda items in addition to those listed below
  3. Let me know your availability for a one-on-one meetinganytime Mon-Thurs next week.

Are you happy with your response rates?  My guess is—you’re not.

Banging My Head Against the Wall

A friend recently shared his thoughts on the lack of responses to his emails.  He likened it to “banging my head against the wall”.

He said he wrote short, simple sentences, highlighting key action items, providing his phone number for calls. His results?  “Nobody reads what I wrote—and nobody calls.”

As a result, he found himself wondering things like: “Am I wasting their time? Are they so busy they can’t read my message? Is it that they don’t respect me? Or the message? Don’t they care? Have they done some calculation about the risk or cost of not answering me? Would they answer it if it came from their boss?

I can relate.  And I bet you can too.

Email Overload?

Are people really so overloaded that they can’t respond to a simple note?   The term “email overload” garners 438,000 hits on Google.  But there are other causes – too busy, not focused, unavailable, ignored on purpose, have nothing to say yet, to mention a few.  Take your pick.  We don’t really know why people don’t respond, or ignore certain portions of emails.

There’s a plethora of advice on sending and handling incoming email, some of which was discussed in Think Before Sending.  But there is very little on how to get your business (not outgoing marketing) emails read.  I decided to see what the experts say–and then ask you to weigh in.

Alesia Latson – More Time for You

I recently attended a great presentation by Alesia Latson, co-author ofMore Time for You. She had advice on addressing email overload; her favorite button on the keyboard is “delete”.   She’s not alone.  Her book and talk included how to sift through the important and urgent emails, and make sure that as recipients we weren’t missing something that had to be done.  Recently, I asked her how the sender could increase the odds that the recipient might actually read and act on the email.  Here are a few of her suggestions:

  • State “Action Required” in the subject line
  • Ask your colleagues what will get their attention
  • Keep it short
  • Put a date on when responses/actions are required and by whom

Robert Whipple – Understanding E-Body Language

Then I read Robert T. Whipple’s book  Understanding E-Body Language – Building Trust Online, and his article But I Sent an E-mail on That Last Week.   This book has a lot of suggestions on managing email, but only a few on getting them read.  The main point involves not being an email pest.  That’s a sure way to be ignored.  Here are some of the article’s great ideas.

  • Avoid long and complex emails
  • Follow up with a face-to-face (meeting or a call)
  • Add additional modes of communication besides email
  • Use clear formatting

Stever Robbins – Tips for Mastering Email Overload

A Harvard Business School article from 2004 by Stever Robbins, Tips for Mastering E-mail Overload, also had some good ideas.   Here are just a few of his suggestions:

  • Use a summarizing, rather than descriptive, subject line (e.g. use “Recommend we ship product April 25” rather than “deadline discussion”)
  • Orient the reader by giving enough context and background – don’t make them wade through numerous past emails
  • When sent to multiple people, tell each person specifically what you want from her/him
  • Send a separate message instead of using bcc
  • Separate topics into separate emails

These are all great ideas, and should help a lot.  But what do you do when you have followed much of this advice and your emails still go unheeded?  Stay tuned for Part 2, in which I will ask the same three experts this question.  Meantime, what do you think?

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I’m Sorry IF I Upset You

Don’t you hate the “IF” in that phrase? It’s like the canned, fake apologies we receive from call center employees reading from a script. Yet we hear “I’m sorry if I upset you” or something just like it over and over again from business colleagues and yes, even friends.

What is an apology?

What is an apology and when should we provide one? A few years ago, I ran across an expert, Lee Taft, a Dallas lawyer also educated in ethics and religion at Harvard Divinity School, and who was recently highlighted in the Dallas Morning News. He takes a holistic approach to dispute resolution, and an apology is at the center. He believes that “if someone is at fault in causing harm, the party causing the injury should offer a fault-admitting apology, an explanation of what happened and reparation.” His five step process, explained on his website, includes: Remorse (experience of sorrow/regret), Explanation, Apology (expression of remorse), Accommodation (reparations) and Lessons Learned.

When I acted as a mediator, I was amazed at how fast an apology led to a settlement. Of course, the lawyers feared that an apology was an admission of responsibility (and it was), but in reality it was more than that. To the person receiving the apology it meant that the person giving it actually felt sincere remorse, and wasn’t going to do “it” again to someone else. That assumes, of course, that it was a sincere apology, pretty much following Lee’s formula, rather than just going through the motions.

More apology on the web

Getting to know Lee got me thinking more deeply about the topic, and I looked into what’s available on the web on apology. Here are some great sites with valuable contributions on the subject:

PerfectApology.com. It’s got everything you wanted to know about apologies. A section called “Apology Central” even has pages on “how to apologize” (complete with ads somehow related to apologizing); “Apology Ideas” for sharing ways to apologize; and an “Apology Board” where people can post their apologies for others to learn from.

Those who created this site say they are “a few friends and colleagues who have always been on the lookout for the perfect apology.” They created the site because “we’re human, we tend to screw up on occasion, and we inevitably need to deal with the problem.” They’ve even created an Apology Blog. One of the things I like most about this site is that both the developers and the contributors seem to be into acknowledging the offense that needs an apology, rather than simply making excuses. And they give advice on how to say you’re sorry in a variety of situations. So, next time you mess up, take a look at the How to Say I’m Sorry page.

Mediate.com. This site devotes a full page to articles about apology in the context of disputes in a variety of legal settings. It was there that I discovered Vivian Scott, who wrote the best titled blog I’ve seen on this topic: “I’m Sorry You’re Such a Crybaby Isn’t Really An Apology”. In fact, I liked the title so much that I called Vivian to learn more. Turns out she authored “Conflict Resolution at Work for Dummies” and has other writing to her credit. In “Crybaby” Vivian says that when she “hears an apology laden with sarcastic tones or Ill-chosen words [she tries] to give the speaker the benefit of the doubt and assume the reason he’s delivering such a lousy apology is because he’s uninformed about the must-have attributes of a real one.” Her blog is a must read for the four elements of a real apology.

WriteExpress.com. If you ever wanted to know how to write just about anything, take a look at this site. I’ve hyperlinked the apology page, and there’s so much more here.

It’s Personal

I’d like to share an additional perspective on apology. Inspired by numerous encounters with those plastic call center apologies, I’ve suggested to my coaching clients a distinction between the need for an apology (which includes acknowledging what happened and taking responsibility) and the need for simply the acknowledgment and taking responsibility without feeling and expressing remorse. Lee Taft’s apology approach includes: “the party causing the injury” should offer the apology. To me, an “injury” occurs when there is personal harm. I define “personal” pretty broadly – something like when the action we do or words we say have a negative impact on others – their jobs , their finances (like affecting a bonus), their lives, their health, and even their egos. In business, there are things we do that merit apologies, and other things that merit only the acknowledgment and taking responsibility portion of apologies. When there is a need for an apology, follow the advice of the experts and give a complete and sincere one. If not, acknowledge what you did, take responsibility and move on.

If you have anything to add, or other suggestions of where to find great advice for apologies or blogs on the topic, please post!

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Building Trust By Design

Pat’s story…
This past Memorial Day at our family picnic, neighbor Pat Pannone shared a story. An architect who often gives away his professional expertise as a volunteer on projects, Pat at times is asked by fellow volunteers to do architectural work for them. About a year ago, one of them invited Pat to design a home renovation. It was a big job. The main reason for the renovation was to build a master suite. Pat was excited. A job this size was something he enjoyed doing, and the fees would more than address some expenses that came with his newborn son.

Pat looked at the house and asked to see the attic. It had a large vaulted ceiling and was used for storage. He said he’d be happy to design what they wanted, but, perhaps they should consider having the attic converted into the master suite, and save themselves a lot of money. He suggested that they move their bedroom furniture there for a couple of weeks just to test it out.

The result – they loved it. No need for major work. No need for an architect. No fee for Pat. I asked what he thought about that. His response? He felt great about it! He could have done what the client originally asked and designed the addition. Instead, he was creative and thoughtful.

How Fear Chases Out Creativity

Some people are afraid of losing fees, especially when the fee will put food on the table. Pat had other work, so maybe fear is too strong a word. But he definitely wanted that new project. Letting go of that desire for the sake of the client is a great example of low self-orientation.

Wally Bock’s blog “Drive out Fear” talks about fear from a team perspective. He says: “When people are scared, what they think about is what they’re scared of. While they’re doing that, they can’t think of other things, like how to do a better job…”

If Pat had been worried about making sure he got that fee, he might not have seen the easy, low cost solution for his client.

Putting the Client First Pays Off

Pat smiled when he finished telling us about the big job that got away. The story wasn’t over, he said. 4-5 months later, that same couple called him again. This time, they were buying a new property, and needed an architect for a job that would not be solved by moving furniture into an existing room. And they wanted Pat because they knew he would put them first.

How about you? Have you met people like Pat? Have you ever managed to set aside your own fear and unleash your creative energy?

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Showdown at the Used Car Corral

They wanted to sell a used truck. My son wanted to buy one for his business. He asked me to come along to help negotiate.

An enticing ad had gotten us onto their lot. At this point, the truck was pretty much pre-sold. All that was left was to agree on a price that worked for my son, and to pass our mechanic’s inspection. Done deal.

That is … until they decided they had to sell us.

My son was an eager buyer. But instead of asking my son about his business, or even why he wanted the truck, the salesman was all about getting the sale.

The Negotiation

It started with a little lie: “There’s another customer looking at that truck now”

This annoyed my son. Claiming scarcity only works when it’s true. The only other folks on the lot were looking at cars, not trucks.

Then the salesman began to negotiate price. It turns out that the trade-in value was within my son’s range, but my son wanted a lower final price. After some discussion, the price went down a little and then I gave our bottom line number. It was ok. The salesman then stuck out his hand and said: “This is our final price. Deal?”

The “presumptive close,” accompanied by a smug smile. It just didn’t work.

He was all about trying to sell a truck; he couldn’t see this was about my son buying one.

Despite his eagerness, my son ignored the salesman’s attempt to close. We said he’d buy if the price was really final, with no additional document prep fee–and, we still needed our mechanic to look at the truck.

“EVERYONE pays the documentation fee,” said the salesman.

Funny; after more discussion, the price was reduced by the amount of the fee. Then came the final issue – our mechanic’s approval.

“Our policy is that we don’t let cars leave the lot for mechanic’s inspections. Very few of our customers even ask to have cars looked at by their own mechanics,” said the salesman.

My son called our mechanic from the lot. The mechanic said he’d never heard of a dealer taking that position.

My son got more doubtful by the minute.

The salesman explained that the reason customers aren’t concerned with having used cars seen by their own mechanic is because they buy the dealer’s extended warranty which protects them. Another follow-on service for us to buy, in other words.

We said no, and got up to leave, whereupon the salesman made another offer: “We’ll give you another $500 off.”

I said my son would pay the price without the additional $500 off, as long as the mechanic could OK the truck, but he couldn’t buy without that inspection. The response: “Do you want to put down a deposit? There’s another customer interested, and the deposit will hold it for you.”

They just weren’t listening. At this we gave up and left, disappointed and discouraged. My son really wanted to buy the truck. But we understood they had a policy, and we accepted that was endgame.

But Wait There’s More…

Then, two minutes after driving out, my son’s cell phone rang. Now the dealer was willing to bring the truck to our mechanic–a request we never even made. This last sale attempt convinced my son: “I wouldn’t buy a truck from them at all. I don’t trust them.”

A Few Simple Guidelines

How did this seller permanently lose such an eager customer? What are the lessons this dealer can learn?

  1. Just stop with the lying. Just stop it. Why do dealers lie so much?. Lying loses trust, and trust loses sales.
  2. Don’t fake scarcity. Yes it’s used a lot as a sales tactic. That doesn’t make it right.
  3. Make sure policies are grounded in some principle that is important. “You can’t take the truck to your mechanic” was a policy. And if you’re going to claim you have a policy, at least have the good sense to stick to it.
  4. Stop with the closing. Good closing happens when the buyer is ready to buy. It doesn’t happen because the seller says “deal!”
  5. Listen to your customers. Should it really be that hard?

I guess it’s not all bad. My son got to see how trusting (or not trusting) the salesman can affect a decision to buy even more than the object itself. I’m pretty glad about that.