Farquharson/Tedesco on Business Development: Thank You for Hanging UpSeptember 2013 By Bill Farquharson, TJ Tedesco
Hi! I just called a minute ago and you hung up on me. Just wanted to call back with a quick, "Thanks!"
Yes, sir. Thanks. Thank you for hanging up on me.
Why thanks? Well, I work very hard for my customers. When they need something in a hurry, I make it happen. When they need advice, I give it. When they need a favor, I grant it. You see, I believe in the axiom, "A good vendor is as important as a good customer!"
But you don't, and you proved that when you hung up on me as I was attempting to make a sales call on you. No sooner had I gotten a few words out of my mouth when you slammed the phone down after grunting, "Not interested!"
That action says a lot about who you are and a lot about who your company is, and I don't want anything to do with either one of you.
Yes, sir. You heard me correctly. I don't want to do business with you and I'm calling you back to tell you so. I wouldn't want you calling me in the future to get a price or to ask for a quick delivery. Let's end any chance of a relationship now so that we are both clear. This can be our last conversation. Ever.
Chutzpah, you say? Nerve? Yes, I suppose those two words are appropriate. But please note the calm tone of my voice and general demeanor. I am not yelling. I am not angry with you. I am not upset in the least. I am grateful!
You still don't get it, huh? Then let me explain it this way...My customers value what I do and reward my effort with their loyalty and their business. We have wonderful, professional relationships and I have the honor of calling most of them my friend, as well. I go to their Christmas parties. We exchange birthday cards. I've known many of my clients for years. They know that there are cheaper prices out there. They know that, on the surface, there is money to be saved. But they still buy from me.
They bring me in at the Design Stage of the job. We sit and discuss what they are trying to accomplish. I ask them questions to try and come up with the best print solution. Anyone can get ink and toner to stick to paper. I work to make certain that the printed piece is properly meeting the need.