How NOT To Build a Relationship

In General | 11 comments | permalink

Today I am going to share with you a shocking, but 100% TRUE, word for word example of how NOT to do business.

build relationship

I was brought from my weekly fix of TV show 24 by my front door buzzer being pressed… disturbing me during my TV slumber is never a good start… but things were about to get a whole lot worse… in fact, this proved to be a 101 in how NOT to build a relationship.

I looked in the video intercom screen and saw a lady in her mid-twenties… suddenly, things were starting to look up, and the heroics of Jack Bauer were fading fast.

Hero: “Hello” I timidly said.

Villain: “Hi, is that Mr Kennedy?” she asked.

Hero: “er, no, there is nobody at this address with that name”

Villain: “oh, how long have you lived here?”

Hero: “approx 8 months… why?”

Villain: “I am here regarding your electricity meter, I am from the electric company”

(Ok, a little weird that they would do this at 19:00pm, which is outside of office hours, but hey, it should only take a couple of minutes, and it doesn’t sound like I have a choice anyway.)

Hero: “ok, I will buzz you in”

I let her in, and we made pointless small talk for 30 seconds, then I took her through and showed her where I assumed the meter was.

Villain: “oh, I am not here to read the meter, I am here to help you save money by switch to xxxxxx”

I soon realised that she had tricked me, and had made me think she was there to check my meter, when in reality she was a sales person, a sales person that didn’t know which provider I was using currently, nor what my name was.

My guess, is that she was asking for Mr Kennedy at EVERY house, and was simply cold-calling in bulk.

I wasn’t happy, but I am not big on conflict, however, I am big on talking my way out of awkward situations:

Hero: “Well, to be honest, I have no idea who I use for electricity, my assistant deals with that, you would have to speak to her, as I am not in the country regularly”

The fact she had to step over a suitcase to get into the apartment was evidence of this.

Villain: “ok, well perhaps I can have your assistants number?”

Now I lost my patience:

Hero: “No, I am on my way out now, so you will have to go.”

And so she went.

Here is the thing though… her entire opening pitch was based around lies and deceit. Surely that is no way to enter into a possible business relationship.

You see, whenever you communicate with someone, you are, whether you know it or not, building a relationship with that person. Your goal should be to build trust, credibility, respect, curiosity etc…

She destroyed all of that the second she didn’t know my name.

She then made it a whole heap worse by lying to me, and treating me as though I was stupid.

So next time you are speaking to a potential client, ask yourself if the way you are behaving and the words you are saying are likely to be building a relationship, or destroying one.

Dean

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11 COMMENTS

  • http://twitter.com/mikehill Mike Hill

    You are SO spot on with this buddy. I loved the post as always. The bunny video at the bottom here is just icing on the cake :)

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  • http://deanhunt.com Dean Hunt

    Mike,

    Thanks buddy.

    And thanks for the testimonial vid in Washington, much appreciated sir.

    I hope all is well.

    Dean

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  • http://www.howtoapproachher.com Jack Reed

    Hi Dean,

    Great post.

    I can speak from experience of when I used to be on the “inside” of the electricity and gas companies.

    Although not out on the field (thankfully!) we would encounter sales agents doing the most unscrupulous things to at least get their foot in the door and/or get a “customer”.

    If your meter is outside – it has been known for them to say they have checked your meter and you are paying too much. LIES. No one knows how much you are paying per unit unless they see a bill.

    Never give them a bill. They are after your supply number (MPAN) – with this they can switch you over erroneously. Although not allowed, it takes time to investigate and switch you back over (usually 28 days or so) – I guess their hope is you won’t bother.

    Never sign anything to say “They have been” – this could be a contract and they can fill in the rest.

    Your supplier will automatically send you a letter to say if you are leaving them – so you are aware only at that point. You have to act then otherwise you will face even more headaches being switched back.

    If it is proved the transfer was erroneous, you do NOT have to pay the “new” supplier.

    Hope the above helps your readers.

    Back onto the point of your post – it amazes me how many people get off on the wrong foot. I prefer to give everyone a fair time until I suss them out, after all, that new person you meet could unlock many doors for you.

    Thanks again for the post!

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  • http://deanhunt.com Dean Hunt

    Jack,

    Great comment, and looks like I opened up a whole new can of worms with this post.

    Dean

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  • http://www.correctmindforweightloss.com/ David Maleney

    You could have got rid of her real quick by putting on your “Man Utd Win Stuff” DVD, then barked like a mad dog at every goal ;-)

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  • http://www.marketleveragetv.com MLDina

    I’m not a fan of cold calls in general, but I’m surprised you got a door-to-door visit. I feel like these days it’s not a safe way to market, let alone being ineffective.

    Sorry you missed the rest of ’24′- maybe the company can make it up to you and get you a TiVo.

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  • http://www.gideonsgang.nl Brasiano

    But was she really lying…maybe you can say that she was acting…or just playing a game…should we in this case assume that acting or playing a game is lying?

    Can’t the lady have a little bit of fun doing her job ;)

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  • http://www.mtdsalestraining.com/mtdblog/ Sean McPheat – The Sales Jedi

    Deano,

    A bit of skirt, a low cut top, “I’ve come to read your meter?” Yeah baby yeah! I’d have fell for that one!

    Seriously, there are some real underhanded sales people out there.

    Reminds me of the time when a conservatory company kept calling us. This was about 5 years ago before we moved into our 54 bedroom mansion.

    Every Wednesday without fail at 7pm the call would come. The Emmerdale theme music would just begin and you could time the call to the second!

    “Blah blah yak yak”

    “Not interested” CLICK

    This went on for 5 consecutive weeks and then…

    “Ok, come around mate. You’ve worn me down” I said

    “That’s great” said the telesales operator “I’d like to come around next Tuesday if that’s ok?”

    “Not a problem, you are more than welcome” I said

    “Great! How about 7:30pm? Could I just confirm the address? It’s Apartment 7, Ashby House, Third Floor – is that correct?”

    “Sure is” I replied

    I went on “I’m looking forward to seeing your special conservatory that is suspended in mid air on the third floor – how are you going to do that?”

    Light suddenly dawned on marble head “Oh f8ck” he said “you live in a flat, I didn’t even realise and I’ve been calling you for ages”

    “Sure do” I replied “Seeeeeeeee Ya!”

    CLICK

    Sean McPheat

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  • http://www.thinking-outside-of-the-square.com/blog/ @Iconic88

    So did you give her any new relationship marketing tips Dean? ….hopefully, she’d learn something.

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  • http://www.dogpod.co.uk Dave

    You are lucky you even got that much out of them. Last year there was a rep that went around our street and essentially decided a few houses should change. They forged a signature and info. A few weeks later we had our supplier changed, final bills arrive and new accounts set up at the provider (that I shall not name). We had to deal with a special customer service dept at our ‘correct’ supplier to get our services back. Thing is, that sales rep still gets their commission. Sigh.

    Then a few weeks back we had exactly the same thing as you describe here. Then they started ‘bullying’ my better half telling her she was stupid and that she obviously didn’t want to save money. She explained that I deal with the bills and that she didn’t have the information but he just said she should be able to make her own choices etc.

    Anyway, later that night at 9PM the door bell went. I looked out and it was him again… at 9pm! I didn’t answer the door and decided to keep ringing the doorbell and knocking for at least 5 mins in total. I have since found out that similar things have happened again via our local forums and that they were very rude to a number of people on the street. I guess what I am saying is that I feel the same as you and know exactly the story you tell from first hand experience.

    If they had been polite I would likely have switched as we are looking to change provider at the moment. But rude, agressive bullying does not = new customer.

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  • http://www.make-money-online-guaranteed.com/ Matt

    Dean, that is a major problem with companies all over the place. I’m from Australia and I get these type of calls every week from companies who pretend they are calling from my electric company, or the phone company etc. I have lived here for over 4 years and if they ask for someone with a different name, I instantly know that they are some random sales person. Luckily they haven’t resorted to coming to our house that much yet. I think they are mainly calling from an Indian call centre anyway so its probably a bit far to travel :)

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