When Relaxation Kills RapportPosted: 29/05/2015
Yikes! Apologies for the slightly aggressive sounding blog today, but it helps me make the point. I’m just off the phone to a big motor dealer. I was enquiring about a vehicle they’ve just reduced in price.
Two things. Firstly, I got the usual “we’re getting loads of interest in this car, so I’d better see if it still available” line (we all want something more, if it’s high in demand or scarce, right?). I’m OK with that, mainly because it could actually be true. It’s a great car, at a good price. Secondly, I was asked if I’d been to the garage before, and spoken to any of their salespeople (because I guess each salesperson “owns” their own clients, or has to share commission if the customer has dealt with someone else previously).
Now, I seem to have a decent ability to make people feel relaxed when we’re chatting over the phone. And here’s what happened next. I said I’d only been before to wander around, and hadn’t spoken in detail to anyone. So he decided to laugh, and say that I’m “fair game then”. Ouch. I have visions of a small guy with a big gun. Slightly too aggressive. Unlikely to care about me as his customer.
Unfortunately, he killed our rapport stone dead. Like the animal his mind is hunting. And I don’t like being hunted. I might just turn and bare my teeth. Or at least be more stubborn about the deal we make.
OK, so we were relaxed, he was excited by a possible sale, and it’s just small talk. My point is simple. When involved in sales and service, be careful how much you relax. When relaxed, and without inhibitions, it’s amazing the daft things people say. And you don’t want to #standout for the wrong reasons.