There are some pretty easy ways to completely destroy your relationship with a client before it even starts. Ruining a sale can also mean ruining your reputation, so it’s important that you avoid mistakes that should be easy to fix. So what are some common mistakes that happen more often than they should? Here’s a few you’ve probably heard of before – and the ways to avoid them.
Guessing the Wrong Sex
There are a number of gender neutral names, and not knowing which sex the person you are calling is puts you at a grave disadvantage. People can usually forgive when you botch their name, but what’s usually unforgivable is if you call them the wrong sex. Generally speaking, it will at least annoy the client, and will likely lose you the sale.
Since you’re probably not cold-calling and are instead talking to someone you’ve met over e-mail, search your inbox for references to a sex. Don’t assume anything just because someone’s name is “Alex” or “Taylor,” or they have a lower voice. If you can, get the information about their gender before you ever talk to them on the phone.
Arguing with a Client
Sometimes people aren’t perfect. They may argue with you if they feel your point is invalid, and that can be infuriating. That’s normal – getting angry because someone is missing the point is understandable. However, that doesn’t mean that you have to show that you’re angry. Just because a client is wrong doesn’t mean arguing with them will suddenly make them realize that. Engaging in an argument with a client is always a losing battle.
If the client is wrong, let them be wrong. Continue on with what you had to say in the first place, and find a respectful way to steer the conversation back to the point at hand.
Making Inappropriate Comments
When the phrase ‘inappropriate comments’ is mentioned, most people think of the number of offensive things that can be said. However, many people don’t think about inappropriate humor. Even though it can be appropriate with associates and it will definitely make you stand out, maintaining that kind of humor around clients can be disastrous. Keep your humor in check and don’t refer to anything of a private nature – it will drive your client away.
Instead, develop a repertoire of appropriate jokes and statements. Making someone laugh can form a strong connection, but only if they’re not offended at the same time.
