Podcast

128 Client Ghosting with Ian Altman – variety Friday with Christine Schlonski

 

Welcome to variety Friday with your host Christine Schlonski, known as The Queen of the Sales-Success-Mindset,  a multi-talented leader in the field of Sales-Success-Mindset, Motivation, and Strategies.
Helping you to enjoy the sales process and to make offers with ease, grace, and confidence.

 

  • Could not recommend it enough!
    March 18, 2019 by Mindful Mel from United States

    Listening to Heart Sells Podcast has felt like meeting a soulmate! That initial excitement of knowing this is exactly what you’ve been looking for, the peace of feeling completely understood and that burst of energy from knowing that anything is possible! Every episode has been chock full of awesome nuggets and beautiful reminders. The combination of incredibly successful powerhouses sharing their journey, practical and applicable tools and Christine’s heartfelt and authentic approach and energy, is an incredible gift for all heart-centered entrepreneurs!

  • Dondi Scumaci - Don't let a bad experience creep into your heart
    January 19, 2019 by WalkingInside from Canada

    Loved the interview! Dondi has a great way of reminding us that we get to choose the lesson in our experiences.

  • Amazing Podcast!
    January 5, 2019 by LaDawn Townsend from United States

    I just started listening to Christine's podcast and the content is amazing! Can't wait for the next episdoe.

  • Packed with Powerful & Practical Tips!
    December 24, 2018 by VanPavlik from United States

    Love this podcast! The lifeblood of any business is sales and Christine does an amazing job of making sales something you'll fall in love with instead of dread. These podcasts are short and get staright to the point, filling you with both the knowledge and motivation to go out and bring in lots more money to your business by selling from your heart. If you want to bury the notion that sales is sleazy or avoid "gurus" who make sales sleazy and instead learn to how to sell in a way that is heart-centered, easy, win-win, and non-pushy, then look no further... you have found the right podcast!

  • Mindset Makes The Difference
    December 17, 2018 by JanineFQ from United States

    Great show about creating a business with heart. If you think it, you can achieve it and Christine show you how to use your heart and mind to find success. I'll listen again.

  • Loved the JLD Interview
    December 16, 2018 by Thehighenergygirl from United States

    Wow, what a great interview with JLD. Christine your energy is great and I look forward to listening to your other episodes. Well done! BTW I love the title so much!

  • Follow your heart!
    December 14, 2018 by The Marketing Book Podcast from United States

    ... and your mindset will take it from there. Yogi Berra once said "90% of the game is half mental." With your heart and mind aligned (like planets) you'll be amazed at what you can accomplish. Subsribe, listen and start selling!

  • Afraid to sell? Listen here!
    December 13, 2018 by MizzBeeMe from United States

    These are wonderful interviews with successful entrepreneurs, (including the Queen of Sales Mindset, host Christine)......who share how they began, what their difficulties were, and the sales mindsets & strategies they used to get to their top. If you've ever had that icky feeling when it come to 'selling' you or your stuff....get some great inspiration here of not only how to sell, but how to think.

  • Feeling P.O.W.E.R. ful!
    December 10, 2018 by The Variety Artist from United States

    Just listened to ep 5. Love the POWER formula. Christine explains it clearly and makes it simple for me to understand. Great podcast!

  • Let’s get better at selling!
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    Let’s be honest, we can ALL be better at selling. I know I can, and I’ve been studying selling for years! Have a listen if you want to start getting better. I’d recommend it!

  • Inspirational!
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    Christine is a joy to listen to and learn from! I am so glad she now has a podcast so I can keep learning from her wisdom on sales, money, mindset, business and more. Great information!

  • You had me at "hi gorgeous!"
    December 8, 2018 by The Chef Rock Xperiment from United States

    Wonderful energy and such valuable insight! Thank you, Christine!

  • Love this podcast!
    December 8, 2018 by Funky Sarica from United States

    Christine does such an incredible job of helping her listeners to find their way with selling with love, from the heart. Her guests offer so much value—looking forward to more interviews!

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    December 8, 2018 by Duffash from United States

    Christine has a wonderful energy. She is a great coach and teacher. I love how she teaches tools for shifting our mindset into creating habits and behaviors that build our success.

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    December 8, 2018 by horsegirldsi from United States

    Have gotten a lot of value out of the first episodes. Christine is a great host!

  • We need more of this...
    December 7, 2018 by Stu Schaefer from United States

    I'm an entrepreneur and I sell every day of my life. It's easy to neglect the heart side of things, but I think it's important to balance that since we're all humans on the same team. Christine does a great job providing really valuable insights!

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Resources Mentioned in this Episode:

Your Anniversary Issue by Heart Sells Podcast  Download your Anniversary Issue, a special guide with all episodes & Key Points

Join my FREE Heart Sells! Facebook Group and join an amazing community of heart-centered, driven entrepreneurs to connect and receive amazing value on how to sell from your heart and make sales with ease, grace, and confidence.

Empowerment Notes, Join the Empowerment Notes our weekly newsletter and I’ll make sure you have all the info you need to be empowered.

3 Key Points:

  • If we’re trying to sell people things that they don’t need, if we’re not thinking about their needs ahead of our own, then it’s very easy for us to repel them away. Because they feel like we’re just pushing our ideas on them and not addressing their unique needs.
  • Having an open conversation is critical. Asking those polite but but tense questions can really help get everyone on the same side. So now you’re not at odds with one another. But instead, you’re trying to solve this puzzle together.
  • You need to be authentic. No one can sell anything for any amount more than they think it’s worth. And no one can sell something they don’t believe it.

Show Notes:

[03:40] Very often what happens is people talk to a potential client, and they have this wonderful experience, they have this great dialogue, and then the potential client goes silent. They don’t return phone calls. They don’t respond to email messages. It’s like they disappeared, you feel like somehow you maybe missed their funeral. Because they must have died. They must be a ghost now because they they act like you don’t exist.

[04:17] Well, the easiest way to figure this out is first to think about when have you ever been contacted by somebody who you didn’t really want to speak with? And why did you decide not to get back to them? And it’s probably because they were either trying to sell you something and you didn’t want to feel like you were being sold to or what they had might be interesting for somebody just not for you.

[05:25] People are guilty of what I call the premature presentation. So you start off by trying to sell or pitch something instead of first trying to understand what that client is struggling with. And so the way we can fix that is by leading with the problems that we solve.

[06:15] They feel that the problem is worth solving. Because sometimes someone say, “Oh yeah, I have that problem.” But zero to 10. It’s only like a two for them. And now what happens is the salesperson is more passionate about solving the problem than the client is, when that happens when the salesperson comes to the next meeting, bring your wallet, because you’re gonna have to pay for it because they won’t.

[06:55] Effective selling, selling is not about persuasion or coercion. It’s about Give me the truth as quickly as possible.

[10:15] Oftentimes, as people who are sellers, we have what I call access displacement disorder, where we believe the axis of the Earth is shifted in the world now revolves around us. So we think, well, they don’t believe in our solution. The reality is, they might say, “You have a great solution. I don’t know if my team can implement this. I don’t know if my team can do the work required to get the results.”

[11:07] It’s just about figuring out where those pitfalls might be. So oftentimes, their apprehension may not be with your offering, their apprehension might be with their ability to take advantage of your offer.

 For FULL Transcript click here:

Read Full Transcript, click here:

Christine Schlonski [0:02]
Hey, Gorgeous. This is episode number 128. You’re listening to Heart Sells Podcast. I’m your host, Christine Schlonski. And I am super pumped you are here. It is variety Friday and variety Friday is, as it name says, there is some variety. So I answer your questions. If you have any, please send them in to info@christineschlonski.com. And I’m happy to make a whole episode out of it if it applies to the topic of Heart Sells! I also share amazing resources with you on variety Fridays, or I teach what I have learned in over a decade of high ticket sales over the phone, talking to general managers, owners of companies, and really making sure that I serve them well and that I sold these products from my heart. This is also the place where I discovered how to connect my head with my heart after my coaching, training and how I managed to double and triple my sales numbers and become an even better performer by following my heart and by selling from my heart. So today you are in for a special treat. I have the wonderful Ian Altman on the show today. I saw him live in his office in Maryland. We connected when I was there traveling in the US. And I took the opportunity to have a Facebook live with him. On the Facebook Live, we are talking about client ghosting. And maybe that sounds familiar. You had this wonderful, wonderful conversation. And then all of a sudden the client didn’t book and he just doesn’t come back to you. No matter what you do. If you message, if you email if you try to call your client is not to be seen anywhere. And we are covering this topic today, client ghosting with the wonderful Ian Altman. Ian has been a CEO for over two decades. And he started, sole and grew his business service and technology companies from zero to over a billion dollars in value. He has spent years researching how customers make decisions. And he has a modern approach to sales and marketing. And is known for helping organizations around the world achieve explosive growth. And that’s probably what we all want, right? We all want to grow our companies. So he is a leading authority. And he is one of the 30 Global gurus in sales has co-authored the wonderful book, best selling book, Same Side Selling and has also a podcast that comes out weekly, Same Side Selling podcast available on iTunes. So have fun. Tune into this amazing interview on client ghosting that we did as a Facebook Live, make sure you take some notes. And also Yeah, let me know how it goes. I’m so super excited. You are tuning into this amazing Facebook live, where I have the wonderful Ian Altman as my guest, but I’m actually I’m your guest today.

Ian Altman [3:24]
I don’t know, I feel like I’m the guest, you’re my guest. It’s tough to know.

Christine Schlonski [3:28]
It’s tough to know. So I’m here with Ian in his office. And we decided to hop on and do a quick Facebook Live for you because we had an amazing topic over lunch about client ghosting.

Ian Altman [3:40]
Indeed. So very often what happens is people talk to a potential client, and they have this wonderful experience, they have this great dialogue, and then the potential client goes silent. They don’t return phone calls. They don’t respond to email messages. It’s like they disappeared, you feel like somehow you maybe missed their funeral. Because they must have died. They must be a ghost now because they act like you don’t exist.

Christine Schlonski [4:06]
Yeah, it’s that has ever happened to you, I for sure know what has happened to me. We have some tips and advice for you. So why do you think it happens in the first place?

Ian Altman [4:17]
Well, the easiest way to figure this out is first to think about when have you ever been contacted by somebody who you didn’t really want to speak with? And why did you decide not to get back to them? And it’s probably because they were either trying to sell you something and you didn’t want to feel like you were being sold to or what they had might be interesting for somebody just not for you. Or, “Wow, it sounds great. It just doesn’t really fit the needs that you have right now.” It’d be kind of like if a doctor came to you and said, “Oh, I’m going to schedule you for tennis elbow surgery”, but you don’t have tennis elbow. So you wouldn’t care about that. And if they kept calling and said, “Oh, let me give you a discount. I get you in early, it wouldn’t matter. Because you don’t have that condition.” It’s the same thing in sales. So if we’re trying to sell people things that they don’t need, if we’re not thinking about their needs ahead of our own, then it’s very easy for us to repel them away. Because they feel like we’re just pushing our ideas on them and not addressing their unique needs.

Christine Schlonski [5:19]
So do you think the main issue is that we are trying to sell something that the client doesn’t want?

Ian Altman [5:25]
I think that what happens is people are guilty of what I call the premature presentation. So you start off by trying to sell or pitch something instead of first trying to understand what that client is struggling with. And so the way we can fix that is by leading with the problems that we solve. It’s something we talked about ad-nauseum in Same Side Selling, but it’s all about if I understand what problems I solve, then instead of reaching out to someone saying, “Here’s what I have to sell”, instead, you get to reach out and say, “Here are the problems that I solve. If you’re facing one of those problems, we might be able to help. And if you’re not facing one of those problems, we probably don’t have much to talk about.” And it means that as a seller, you need to be very well attuned to what problems you’re good at solving for your clients.

Christine Schlonski [6:11]
Yeah. And you need to figure out that the client you’re talking to actually has those problems?

Ian Altman [6:15]
Absolutely. So not only do they have those problems but that they feel that the problem is worth solving. Because sometimes someone says, “Oh yeah, I have that problem.” But zero to 10. It’s only like a two for them. And now what happens is the salesperson is more passionate about solving the problem than the client is, when that happens when the salesperson comes to the next meeting, bring your wallet, because you’re gonna have to pay for it because they won’t. Instead, if we get the client to convince us if we say, “Well, so you’re having that problem. But is it a big enough problem to solve? Is that really worth taking the time for us to expend energy to try and come up with a solution? Or is it just not a big deal?” And all we’re trying to do is get to the truth. Effective selling is not about persuasion or coercion. It’s about, “Give me the truth as quickly as possible.”

Christine Schlonski [7:00]
Yeah, I totally agree. So what do you do when you know your client has the issue, but it’s only a two out of 10 or three out of 10?

Ian Altman [7:09]
Well, so part of what we can do is help them understand why it became a higher priority issue for other people, and then ask them if it’s similarly an important issue for them. So I can say to them, “Listen, another client had that issue. And here’s what they said it was really doing that cost them money. That was a major problem. But I don’t suppose that the same thing for you?” And they might say yes, and they might say no, but what you’re trying to figure out is, is in fact, that important. Now, if it turns out that they said it was important, and they’re still not getting back you then your follow up instead of begging for business saying, “Hey, I’m just calling to check-in. Want to see if you made a decision yet”, which is awful. You had to call up and say, “What we spoke last time you mentioned you had this problem. And looking at my notes that sound like it was a pretty important problem. I haven’t heard back from you. Did you find another way to solve it?” See, now your inquiry is about whether or not they solve their problem, not whether or not they’re buying your stuff.

Christine Schlonski [8:08]
I like that. So what do you do when you actually were at the point where the client said they are interested, but they wanted to think about it, or they wanted to talk to their colleague about it, and then they go ghosting?

Ian Altman [8:21]
Well, if they go to that point, it’s usually because they’re just polite. So they don’t want to say, “Well, gee, we do have that problem. We just don’t think your solutions very good.” So they usually don’t say that. Instead, what they say is, “Oh, you know, I need some time to think about it.” And there are a number of different tactics that people teach on how to deal with that. What I often say to them is, “Well, it sounds like either the problem isn’t big enough to solve, or you’re not 100% confident that our solution can help you solve it. Which one is it right now?”

Christine Schlonski [8:50]
So you would point that out, right?

Ian Altman [8:52]
Oh, yeah.

Christine Schlonski [8:52]
You would ask. Yeah, well, I know that lots of people think it but they don’t dare to ask that question.

Ian Altman [8:59]
Well, if you truly believe, much like you teach in Heart cells! that we’re really out there just to help other people, then we want to do is say, “Okay, well, if this isn’t that big of a deal, or they don’t think we have the best solution? Do I want to find that out in six months, or right now?” And I think you’re better off finding out right now. So sometimes it’s asking that question that’s uncomfortable, not just for the client, but for you. So you might say, “Look, it just sounds like your team isn’t 100% on board with this. It sounds like you may not be comfortable that we’re going to give you the results that you need. Am I missing something?” And they might say, “Yeah, it’s kind of it. Okay. What are the two or three things that you need to see to be comfortable that you would get a good outcome? I don’t know that we can do those things. But I’d really like to know. So I can determine whether or not we can help.”

Christine Schlonski [9:46]
Yeah, I love that. And I hope you notice how Ian is asking, or the way he’s asking because that makes a difference, right? You’re opening a door, instead of saying, “Well, I think you’re not, you don’t lack my solution, right?” So you’re opening that door instead of, you know, pushing or repelling yourself back. Because, you know, you feel offended that your solution might not be the best, or the client didn’t get the point because that’s your job.

Ian Altman [10:15]
Yeah, in fact, let me give you another subtlety to this. Oftentimes, as people who are sellers, we have what I call access displacement disorder, where we believe the axis of the Earth is shifted in the world now revolves around us. So we think, well, they don’t believe in our solution. The reality is, they might say, “You have a great solution. I don’t know if my team can implement this. I don’t know if my team can do the work required to get the results.” So very often, I will get clients who I work with. And they’ll say, “Well, you know, the thing is that we know how great this stuff works. And we’ve talked to this client, Mac client, now they tripled their growth. But I just don’t know if I have the right people on the team. And men, if we bring you in, and we don’t get results, it might look like we don’t know what we’re doing.” And I’ll say, “You know, what, one of the first things we can do is we can evaluate the team. So we both have a good understanding of what you’re dealing with.” It’s just about figuring out where those pitfalls might be. So oftentimes, their apprehension may not be with your offering, their apprehension might be with their ability to take advantage of your offer.

Christine Schlonski [11:17]
Yeah, so having an open conversation is important.

Ian Altman [11:20]
It’s absolutely critical. And it’s something that, like I said, you might be thinking it’s going to make them uncomfortable. And the reality is, you might be thinking that it makes you uncomfortable. But sometimes asking those polite but tense questions can really help get everyone on the same side. So now you’re not at odds with one another. But instead, you’re trying to solve this puzzle together.

Christine Schlonski [11:41]
I love that together fit that piece and obviously, if you have not read yet, Same Side Selling, I highly recommended, because you are just amazing. And what you do, and I love that approach, that sales is not a numbers game. It’s a puzzle. Yeah. And to do it together, right? This changes the approach to just selling in the way that you feel like you have to manipulate the other person. So they say yes to whatever you have to offer.

Ian Altman [12:07]
That’s exactly it. It’s not about persuasion, it’s not about coercion, all is getting the truth. So those questions, they may seem a little bit uncomfortable. If you’re okay, with giving you the truth, there’s nothing wrong with asking those questions. If you’re asking a question for the purpose of manipulating somebody, that’s not okay. But if you’re asking us to get to the truth between you and them, then it serves everybody’s needs.

Christine Schlonski [12:30]
So one question on truth and authenticity. If I’m not really authentic, do you think I can go on to those questions with ease or what I just need to be authentic?

Ian Altman [12:43]
You need to be authentic. I always say that no one can sell anything for any amount more than they think it’s worth. And no one can sell something they don’t believe it. Now, not true, because there are people who are unethical. But thinking you world in the Heart Sells! side of the world, and the Same Side Selling side, no one who would be following us is going to be somebody who’s going to be comfortable selling something they don’t believe in. And so thinking about that context, you have to believe it. So we have to be asking yourself is, “Huh, is this problem worth solving for this customer? And is our solution going to help them? And are they positioned to take advantage of it? And if they are, then we’re in a good place to help each other? And if not, then it’s my job to help them find somebody who can solve that problem. Or to find somebody who’s got a problem we’re good at solving.”

Christine Schlonski [13:34]
Yeah. Awesome. I always share that same approach. Like if you can’t do it, give it to somebody else. Give them another resource, whatever you have whoever you know, but don’t take it on if you don’t feel like you can get the best results for your client.

Ian Altman [13:50]
Yeah. Perfect.

Christine Schlonski [13:51]
Awesome. Well, thank you so much. I really like that. So if you have questions, if clients are ghosting on you put it in the comments, and we will be happy to answer them.

Ian Altman [14:01]
Absolutely.

Christine Schlonski [14:02]
Thank you so much.

Ian Altman [14:03]
So long.

Christine Schlonski [14:03]
Thanks for watching. Bye. I hope Gorgeous that this was really, really valuable information for you, that it, you know, it’s all about serving first. And you know, Ian growing a company from zero to over a billion knows what he’s talking about. Make sure you read his book, Same Side Selling and you are tuning into his wonderful podcast, Same Side Selling where he hosts a show once a week and really shares amazing, amazing value. The other episodes we did on Heart Sells! Podcast, full episodes are episode number 93 and 94, where we talk about Sales as a Puzzle and Same Side Selling. So hop on over to https://christineschlonski.com/ find the podcast tab and really connect with Ian. Have a listen to both of his wonderful episodes on Heart Sells!. And yeah, also I want to share with you because it’s so suitable for this week, where we are having next week, the wonderful, glorious Kylie coming out with influencer marketing, that Ian is a big influencer. He is one of the 30 Global gurus on sales. And I connected with him and I nurtured that relationship. And you know, we keep in touch. We kept in touch I had two beautiful interviews, I interviewed him for the Sales Mentality Makeover Masterclass as well. And to make a long story short, I’m in the US and I’m getting an invitation to come and visit. So I had the opportunity to spend several hours with Ian and his wonderful family, his wife and his dog and we had a great time. And also, obviously, we talked business and we talked about success and what successful people do, which is the topic of this September episodes for sure. And we talked about client ghosting. So we got the idea and we hopped on to Facebook Live and now I’m sharing it with you. So you see there’s kind of a red thread going through this. Think about yourself, like where do you have this wonderful relationships, where you connected with wonderful people that you don’t nurture the relationship enough, that you need to say hello from time to time, because it makes you feel good and it, you know, it’s always good to connect with people who are where you want to go so that you know their success energy kind of rubs off on you. So have a wonderful day wherever you are in the world. Make sure you are tuning in for next week’s episode with Clarice Kylie where we talk about influencer marketing a very interesting topic. And yeah, have a wonderful, wonderful day wherever you are in this world and I’m saying bye for now.

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