Regardless of who you’re selling to, lenders, servicers or the borrower, you have to have a clear strategy and you have to execute. That’s essential. But even before that, famed consultant Jill Konrath challenges people in her article “The Experience of You” that you should start by asking yourself: Would you buy something from yourself?
Konrath goes further to say that you should imagine yourself as someone who’s always involved in the buying decision for your product/service. Here’s the scenario: You’re busy. Really busy. You’ve been in meetings all morning and by lunchtime you’re already two hours behind schedule.
Grabbing a quick sandwich and chips at the vending machine, you sit down at your desk to try to catch up while you eat. Forty-two new emails sit in your inbox awaiting your response. A quick scan shows nothing requiring an immediate reply.
Checking voicemail, you hear that you have seven messages piled up. Since you’re expecting an important call, you’re forced to listen to each one. But your attention span is short. If the caller doesn’t pique your interest right away, they’re bleeped.
Right after lunch, you’re meeting with a salesperson that somehow managed to get on your calendar. You look at the work piled on your desk. There’s enough there to keep you busy for two weeks if you had nothing else to do but finish it.
Your stomach wretches with the dread of another non-productive meeting. You have no patience for sellers who ask trite questions to which they should already know the answer.
You don’t want to hear about their products or service. Nor do you want to add any more complexity or change to what you’re already doing—even for just a short while. You can’t keep up as it is.
That’s the reality facing most buyers today.
If you’re like most sellers, your approach is creating your own problems. If you’ve been in sales for a long time, you’re likely using the same strategies and techniques you learned long ago. If you’re new to sales, you’re likely being trained on skills that worked just a few short years ago but are no longer effective.
Sales success today requires you to be distinct or face becoming extinct. In The Experience Economy, authors Pine and Gilmore write that future economic growth lies in the value of experiences and transformations. An interesting thought to ponder. What relevance could it possibly have for people who sell?
The truth is that every interaction you have with prospective customers is either a positive or a negative experience—never neutral. If your prospect feels they received value from your interaction, you get a second chance. If not, you’re out.
Sharing information about your product or service contributes virtually nothing to the value equation. It’s assumed that you will say only good things about your offering.
Additionally, buyers perceive that what you sell is nearly identical to your competitors – whether you think it is or not. As far as they’re concerned, everything is a commodity or soon will be.
Rich and compelling experiences are created by sellers who recognize the shift that’s taken place in the market. They study their prospect’s business problems and goals. They constantly search for information that their prospects would find valuable.
When they talk with their prospects, they bring along ideas and insights into what’s happening in the marketplace, with their prospect’s customers or with their competitors. They challenge their customer’s paradigm of what it takes to be successful and get them thinking.
These “experiences” don’t just happen serendipitously. You have to immerse yourself in your prospect’s business, market segment, industry and more. You need to continually be asking, “How can I help my customers achieve their goals or solve their problems?”
As a person who sells, your job is to orchestrate this rich and compelling experience. You can’t leave it up to happenstance.
Authors Pine and Ginsmore further advocate that customers should pay for this “experience.” With that in mind, I’ll leave you with one final thought:
Would your prospects willingly pay $500 for an hour of your time?
Think about that each time you meet with a potential buyer and make it happen. Your competitors won’t stand a chance.
About The Author
Michael Hammond is chief strategy officer at PROGRESS in Lending Association and is the founder and president of NexLevel Advisors. They provide solutions in business development, strategic selling, marketing, public relations and social media. He has close to two decades of leadership, management, marketing, sales and technical product experience. Michael held prior executive positions such as CEO, CMO, VP of Business Strategy, Director of Sales and Marketing and Director of Marketing for a number of leading companies. He is also only one of about 60 individuals to earn the Certified Mortgage Technologist (CMT) designation. Michael can be contacted via e-mail at email@example.com.