Interactions with Clients
Essay Preview: Interactions with Clients
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Acquire:
The concept I have chosen is to take negative interactions with clients and choose to let them affect me positively. The objective is to analyze calls that did not end in a successful sale and let what I learned from that call affect me positively instead of focusing negatively on the disappointment. By doing this I will take the primary negative situation in my position and make it a positive for my business. This idea comes from how Victor Frankl chose to let his experience in a concentration camp positively affect him.
Interpret:
Before doing this exercise the ups and downs of my position seemed very clear. My goal is to help clients and make sales. If I help the client and make a sale, that is a great thing that affects me positively. If I dont help the client and do not make a sale, that is not a good thing and therefore it affects me negatively. I didnt realize that I was choosing to let it affect me negatively. Generally people think if something bad happens that is negative.
It is a very powerful thing that Victor Frankl took control of his experience in a concentration camp and chose how he would let it affect him. If someone can choose how a situation like that will affect them, we can choose how we let anything in our day to day lives affect us.
APPLY
-Plan:
My plan is to take the disappointment of not making a sale and chose to let it affect me in a positive way. My main focus will be to identify what specifically caused each call to result in no sale. At the end of each call I will write down the top one or two reasons that I can control, that resulted in me being unsuccessful with that particular client. Under that reason I will write what I could have done differently that would have helped that call result in a success. I will track my results by keeping track of what percent of new leads were converted into clients. I will also note what reasons top the list as most negatively affecting that percentage, and make that my primary focus of correction.
-Do:
Week 1 I began to track each call and its results. On average for the week approximately 1 out 5 calls or 20% resulted in a success. That means that 80% of the time I had to choose to let my failure affect me positively. I did find that by simply writing down each specific thing that I wish I had done differently that I became very aware of my mistakes. After I hung up I would dread writing down a mistake that I had repeatedly made that week.
Throughout the week and in to the second week I could clearly see things changing. There was so much regret when I made a mistake doing something that I knew not to do that I found myself re-wording my phrases with clients