- LLOYD DOBLER (John Cusack) in Say Anything... (1989)
Way back when, far too back to mention... ;) I was working as customer service on an order desk. I had about 100-200 inbound calls, together with researching and ordering products for our manufacturing division, coupled with picking up the slack for my manager and some of our sales reaps - I was quite the busy bee. I must say the experience was invaluable, however - there were definitely times when I was frustrated and ultimately quit. However, if there's one thing I learned there and after was not to take things personally. Case and Point: Super Sales Rep Mishap.
He was one of the top and oldest running reps in the place. One would argue the wisest as he had the in-house guys doing all his work while he wined and dined current customers. Ultimately, I was given most of the business in his territory to work, especially the crass and explosive contractor generals. Since in my youth I spent most of my time on the construction lot, so I know how to talk and what to take from these guys, which served me well as I brought in and saved deal after huge deal for this rep.
The whole experience had a sad sense of irony to it, the irony being - it was my tenacity and ability to not take things personally that brought in these huge accounts for the company, but it was my inability to not take personally - not being compensated for these deals while the rep got all the glory that instigated my decision to leave.
I learned quite a bit though. I learned that frustrated and often offending customers aren't that bad. In fact quite the opposite. In most cases they were the ones that purchased because their frustration stemmed form their inability to solve their problem which is what I was in position for. It was their limited knowledge that led them to frustration and right to me. And it was up to me to solve it. So the question then is - can I? Will I? ABSOLUTELY. Because I know that I had the solution for them and I know that not only was I in the perfect position to sell it to them, they were in the perfect position to buy.
A few years later, out on my own in a new scary world of sole proprietorship - it was these lessons that served me well. I used those experiences to assist project after project, especially on-going projects. It was also realizing that my customers respected me more as my ability to not take things personally showed them confidence and dependability. Years later, although a bit more polished - its the same ability that has led to my success as a salesman. It has also helped my train and help others do the same. However, not all projects are perfect. In fact I too had to walk away from some - because there's a point of abuse that should never be tolerated, but 9 times out of 10 - those things encountered are silent cries from frustrated customers waiting to pay whatever it takes to fix the solution. The question is, are you willing to take it?
