Second, a call from American Airlines Platinum asking Jack if his many cancellations meant they'd done anything wrong.
The details are worth reading, but basically, the piano guy kept calling with harassing product-based demands for Jack to buy a piano. And the American Airlines guy called back just to see how Jack's wife was doing.
The paradox of selling, put as simply as I can, is that if you are willing to give up your attachment to the sale, you are more likely to get the sale. And that is counter to almost every sales program you'll read, which all teach you-in the latest and greatest neuro-behavioral-process language--precisely how to get the sale. Now, that's attachment.
The real answer of how to get the sale is: stop trying to get the sale.
You do not increase sales by concentrating all your energy and attention on getting the sale: paradoxically that just broadcasts how selfish you are.
Instead, you do what the American Airlines guy did: you focus on the customer's needs-even if those needs don't immediately have to do with your product.
Does that mean the American Air guy didn't want to sell? That he had no quota, or interest, or that he was giving away free product? Heck no. He just saw the bigger picture.
Stop Trying the Close the Sale
It's accepted wisdom in most parts that you should pretty much always be trying to get, and to close, the sale. Well, not so fast.
The bigger picture is, people buy from those who actually seem to give a damn, to actually care about their customers. Customers know the deal, they know how you get paid and that you're in business to make sales. They just don't want you shoving it up their nose at every turn.
The paradox is: if you're willing to help people and not turn every interaction into a "closing moment," ironically people become more willing to buy from you. It's not a trick, it's not a gimmick: people genuinely prefer to deal with people who behave generously toward them.
Does it work? Of course it does. The amazing thing is, it's so simple. Be decent to people--people prefer to buy from decent people. Why haven't sales authors and sales trainers picked up on this non-secret?
'Nuff said. Thanks, Jack.
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