I went, I communicated, then what? Last month I was in a sales meeting. For an hour, I went back and forth with the potential client. We discussed small details and big. As the meeting came to a conclusion, I felt pretty good I had put our best foot forward by communicating exactly why we are a great deal for the client.
Just as I am about to get up to leave, I ask the potential client for the biggest reason keeping him from doing the deal right now. His response shocked me. Our entire product and pitch were meant to address the very objection the client still had. Even worse, there was no sign that the client simply did not believe me. All signs pointed at the client simply never "hearing" or "comprehending" my pitch(!).
I had completely flubbed the pitch!
That day I learned three lessons I always remember when deliberately trying to communicate a message:
Lesson #1. "I think" can go take a hike!
I thought I had communicated my intended message. I thought I said the right words and got the right signals from the client. I no longer try to think what the other party is thinking.
Lesson #2. People haven't understood you until they ECHO what you wanted them to understand.
Now when I am done delivering a message, I make sure to ask for an echo. Let's say you have just met someone who has no real opinion of your company. And your job is to communicate that your company is completely focused on giving individual attention to clients unlike the big firms.
At the end of your pitch, how do you confirm the client heard and understood what you just said? You can throw a question like "what is your biggest concern about our company?". If his biggest concern is that your company may not be able to give one-on-one attention, you haven't communicated shit! At this point, you must STOP any attempts to have the client make a decision. And you must go back and once again communicate all the reasons the client should pick you...and then confirm that he understood those reasons as you intended.
Lesson #3. First you communicate, then you persuade
When you communicate, you are simply INFORMING a person of an idea in a matter of fact way. You have communicated successfully if the other person ACCURATELY understands your ideas as you intended him to. After a person accurately understands your proposition, you now have a shot at persuading him.
All persuasion ends with someone making a decision in favor of or against another piece of communication. If that very communication is miscommunicated,
you've shot
yourself in the foot before the other party even has a chance to decide.