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Authors: Marcus Buckingham
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• I want to learn from you. Your process of dismantling and solving problems, of seeing patterns in the most complex data, fascinates me. Let me peek behind the curtain: share your process.
• Give credit where credit is due. Even though the initial idea was often yours, it’s really important that I hear you acknowledge my contribution and the contributions of my teammates.
How to Win in Sales
Creator : Your strength is your sophistication. You will win sales through your deliberate timing. You know how to listen and fully understand before jumping in with your point of view.
• I, your potential client, love your poise and style. Because you are thoughtful and open-minded, I feel free to discuss my situation with you quite openly. Start these discussions with me and always allow me to say my piece. I will reach my own conclusions. You will be my guide.
• You crave time out to think. Honor this need and set time in your schedule to muse about the day. From these musings will come ideas and alternatives that neither your competitors nor I will have considered.
• At some point, I will need you to make a strong recommendation. Your need to consider all contingencies and possibilities may at times hold you back from pursuing a path with conviction. Push through the what-ifs and the what-abouts. You’ve thought it through, now go all out to turn your vision into reality.
• Choose opportunities for business development that require more than superficial understanding. You will thrive most where my situation and the sale within it are complex. Here you can drill down, carefully pick apart my situation, and pinpoint precisely why I am struggling and how you can best help me.
• While I appreciate your helping me with solutions for current needs, what’s so valuable is the way you push me to also consider future needs. Keep informing me how the steps I’m taking with you today are setting me up to be ready for what’s coming down the pike.
How to Win in Client Service
Creator : Your strength is that you take the time to discover the root cause of my need. You don’t just provide me with the pat answer.
• You are skilled at asking relevant questions. Hone this, as it shows me that you’re truly curious and interested in unpacking my problem. I won’t get the sense that you’re following some set of rules. Instead you’ll make me feel that my situation is exceptional.
• You bring a thoughtfulness to your service. I don’t mean you’re caring—though you may be. I mean that I can see your mental wheels turning. When you’re ready, let me in on your thinking. Tell me what conclusion you’ve arrived at.
• I appreciate your calmness. No matter how upset I might be, you manage to keep your cool. On the other hand, a sense of urgency at times would be welcome. Although I’m sure you’re working on it, check in with me with status updates to reassure me that you’re still “on my case.”
• Trust your instincts. Just because the solution you’ve considered isn’t in “the book” doesn’t mean it isn’t right. As your customer I will always appreciate signs that you are pushing the boundaries in order to solve my problem.
• Ask “what’s working?” as often as you ask “what’s broken?” If you get too caught up in fixing problems, I miss out on your ability to see growth opportunities. Keep me out of the minutiae and focused on the big possibilities.
EQUALIZER
The Definition
You begin by asking, “What is the right thing to do?” You are sensitive to how everything in the world is interdependent, how movement in one part of the world causes everything else to move as well. Alive to this interconnectedness, you feel compelled to keep everything aligned. This need for alignment might be organizational—you sense when your world is disorganized and you get a kick out of restoring
• I want to learn from you. Your process of dismantling and solving problems, of seeing patterns in the most complex data, fascinates me. Let me peek behind the curtain: share your process.
• Give credit where credit is due. Even though the initial idea was often yours, it’s really important that I hear you acknowledge my contribution and the contributions of my teammates.
How to Win in Sales
Creator : Your strength is your sophistication. You will win sales through your deliberate timing. You know how to listen and fully understand before jumping in with your point of view.
• I, your potential client, love your poise and style. Because you are thoughtful and open-minded, I feel free to discuss my situation with you quite openly. Start these discussions with me and always allow me to say my piece. I will reach my own conclusions. You will be my guide.
• You crave time out to think. Honor this need and set time in your schedule to muse about the day. From these musings will come ideas and alternatives that neither your competitors nor I will have considered.
• At some point, I will need you to make a strong recommendation. Your need to consider all contingencies and possibilities may at times hold you back from pursuing a path with conviction. Push through the what-ifs and the what-abouts. You’ve thought it through, now go all out to turn your vision into reality.
• Choose opportunities for business development that require more than superficial understanding. You will thrive most where my situation and the sale within it are complex. Here you can drill down, carefully pick apart my situation, and pinpoint precisely why I am struggling and how you can best help me.
• While I appreciate your helping me with solutions for current needs, what’s so valuable is the way you push me to also consider future needs. Keep informing me how the steps I’m taking with you today are setting me up to be ready for what’s coming down the pike.
How to Win in Client Service
Creator : Your strength is that you take the time to discover the root cause of my need. You don’t just provide me with the pat answer.
• You are skilled at asking relevant questions. Hone this, as it shows me that you’re truly curious and interested in unpacking my problem. I won’t get the sense that you’re following some set of rules. Instead you’ll make me feel that my situation is exceptional.
• You bring a thoughtfulness to your service. I don’t mean you’re caring—though you may be. I mean that I can see your mental wheels turning. When you’re ready, let me in on your thinking. Tell me what conclusion you’ve arrived at.
• I appreciate your calmness. No matter how upset I might be, you manage to keep your cool. On the other hand, a sense of urgency at times would be welcome. Although I’m sure you’re working on it, check in with me with status updates to reassure me that you’re still “on my case.”
• Trust your instincts. Just because the solution you’ve considered isn’t in “the book” doesn’t mean it isn’t right. As your customer I will always appreciate signs that you are pushing the boundaries in order to solve my problem.
• Ask “what’s working?” as often as you ask “what’s broken?” If you get too caught up in fixing problems, I miss out on your ability to see growth opportunities. Keep me out of the minutiae and focused on the big possibilities.
EQUALIZER
The Definition
You begin by asking, “What is the right thing to do?” You are sensitive to how everything in the world is interdependent, how movement in one part of the world causes everything else to move as well. Alive to this interconnectedness, you feel compelled to keep everything aligned. This need for alignment might be organizational—you sense when your world is disorganized and you get a kick out of restoring
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