Many years ago, okay, many many years ago, I was making cold calls with my Sales Manager. We had a solid process (at the time) for cold calling. We would walk into a company and ask to leave some literature with the receptionist. We would then ask the receptionist for the name of the person they would be passing the literature to so we could follow up directly. It was an effective way to learn the name of the decision maker.
We were part way through a full day of prospecting when we made a call on a paper company. I greeted the receptionist and asked if I could drop off some literature for the person who made training decisions. She cheerfully said sure and I handed her the first piece of literature I was planning to leave behind. As I was taking the second piece of literature out of my folder I noticed the receptionist putting the first piece beneath the desk.
I handed the second brochure over and the receptionist again placed it beneath the desk. I asked what she was doing with the literature and she said she was “speeding up the process.” I asked what that meant and she said that her boss would throw the “crap” away so she was speeding up the process.
I was not exactly happy with her answer. So I asked if she thought that was an appropriate way to treat people. She said she would never treat people that way but it was fine for salespeople.
Before I could “discuss” this any further my Sales Manager thanked her for her time and guided me to the door.
When we got back to our car I asked my manager if he could believe what just happened. He said he didn’t see anything unusual and I should just “forget about it” because we had lots more calls to make. It wouldn’t be productive to let a poor call affect my effectiveness on the next call.
As I said earlier that was many many years ago so I haven’t exactly forgotten about it. But I also haven’t forgotten the point my Sales Manager was making.
The point was do not let one bad customer experience allow the next customer interaction to be negatively affected. The idea was to sell in “call tight compartments” so that each call was “fresh.”
Selling one call at a time protects you from becoming overconfident when things were going well. It also keeps you from bringing disappointment and maybe even anger into your next call.
That’s not only good advice for a salesperson, it’s good advice for everyone. Do not let a poor interaction with one person carry over to the interaction you have with the next person. This is particularly important for leaders to keep in mind.
Everyone will have negative experiences involving other people. No one has to allow that to make them negative. Staying positive in the face of negativity is a choice. It’s a choice we should all make everyday.