Okay, so let me paint you a picture to share my tips for this week’s article….let’s say you just finished a client discovery session and offered the client to work with you privately and make a 5 figure investment in your services. Let’s, for the sake of the example, assume that the client was expecting an investment a little closer to 4 figures and as a result, he pushes back with something like….”So what makes you qualified to charge that much?”
Let’s face it; from time to time everyone needs a little clarity. Yes, that includes your clients and prospects. What’s important to note at those times, is as the service provider, you must always keep a level head and provide a response that will add value, not create discord. While the customer is not always right, the customer always deserves to be treated with respect and provided with a level of service that is respectful and exemplary of your brand.
It’s important to note that clarity is not a personal attack on you. It means that the decision to invest in your services is a stretch for them and that produces fear, and in fear they want to find a way out. Consumers oftentimes position themselves that way by seeking clarity or creating an objection to what they know is exactly what they need to achieve their next level. The ego begins to run rampant and the result….well, let’s just say that it could be a less than favorable conversation where you, the service provider, must in courage, respond while maintaining your brand positioning and focusing so that you get the new client.
When faced with an experience that may be less than favorable, because I get it, no one wants to be challenged, it is still your responsibility to remember why you are in business and what level of service you’ve committed to offer your clients and prospective clients. Don’t take a question as a sign that you are not an expert and cannot solve their problem. Instead, take it as an opportunity to provide additional education and perhaps, coach them successfully out of their comfort zone.
To mitigate such situations, I have a few recommendations for you:
1. Take a deep breath and gain clarity. By ensuring that you understand completely what it is that they are asking, you can avoid a lot of drama and defensiveness. Questions and a need for clarity go hand in hand with making a life or business change or investment that will alter the course of existence for an individual. Remember, our natural inclination, as a consumer, is to find a reason to say no.; while your natural inclination as a business owner is to evoke a yes response.
2. Put yourself in your customer’s position. The financial services company where I started my career’s mantra was “Think of Yourself as a Customer.” From that mantra, it really shifted my perspective whenever I was on a customer service manager call. While I may have not agreed with their perspective, I shifted to see things their way. As a result, together we could arrive at a collaborative destination. When you see things from their vantage point, you will often become clear about why you are meeting resistance and then you are better able to effectively offer counsel that gives them a level of comfort with the life changing decision they are poised to make.
3. Listen and then respond accordingly with facts. With your expertise, you can then give them the comfort to progress. So let them get it all out and then help them to understand why the investment is not only necessary, but also essential for them to solve their problem the right way. Reassure them by highlighting success stories of clients in similar situations to theirs and how working with you made the difference. Remind them of what they said they needed, by using their words. This is why I recommend during all client or prospective client calls, you have a notepad and pen handy. You can then capture their words for their problems and remind them of the level of importance they placed on the problem and that they see you as the solution provider, as evidenced by the conversation you’re having.
When you take the approach of education when they give you resistance, you will gain the client, grow your brand and set yourself up for an amazing success story for having the courage to hold them accountable to what they need to grow to their next level.
(c) 2011 by Darnyelle A. Jervey. All Rights Reserved. Darnyelle A. Jervey is the founder of IncredibleOneEnterprises.com and the creator of the Leverage Your Incredible Factor System®, a proven step by step program for turning your passion into profit. For more information and a FREE audio CD “How to Use Your Incredible Factor to Attract MORE Ideal Clients” visit https://www.incredibleoneenterprises.com.