Burning questions sometimes happen several times per day, per hour or per minute as we operate our automotive repair service center. Questions about people, about process and about profit. They burn because of indecision and hope. If and when they become large thoughts in your mind, they may even freeze you in place. No decision will be made. Just let it go, and I will handle this later. There is one burning question found in “going for no” in your sales process and client communication process that always wins. Never stop the sale until the customer says so.
An old Native American story tells of a young boy sent into the woods alone on an autumn night to prove his courage. Soon the sky darkened and the sounds of the night filled the air. Trees cracked and groaned, an owl screeched, and a coyote howled. Even though he was frightened, the boy remained in the woods all night, as the test of courage required. Finally morning came, and he saw a solitary figure nearby. It was his grandfather, who had been watching over him all night long.
Burning questions? “No” is the answer!
Alright Gary, what does Native Americans and Burning questions leadership have to do with “Go For No”? Great question, I am glad you asked. I will leave the connection up to you. Check out the three essential burning leadership thoughts:
- When your people are presenting what they found on the car they should not stop until the customer says no. Then they should proceed to qualify the no before they give up on getting a no.
- When your process is being executed…You as the leader as you do your follow up, follow up and follow up. You want to make sure the no’s are happening on a regular basis.
- When your profit margin is being calculated on each job, follow up, follow up and follow up to make sure.
In the book Go For No, Chapter 19 is all about setting “NO” Goals or a daily quota. Ben Franklin said it best: “Success has ruined many a man.” Perhaps Ben was on to something. “Yes” could ruin a good sale and prevent it from a great sale by not hearing “no”, then offering more options to find a solution. If your staff set a goal of 50 nos per day, instead of being satisfied with yes. That just might change your profit.
Here is new burning battle cry: GET REJECTED and GET RICH.
Go For No with every customer that calls or enters your store each day! Increase your rate of failure to increase your rate of success!
Burning questions? Add the NO answer into your results formula!