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Oct. 30, 2024
Ep 12 - Mastering the Stall- How to Turn Not Now into Closed Deals
What if you could turn a common customer stall into an opportunity for connection and success? In our latest episode, we unlock the secrets to handling sales objections, specifically the subtle "stalls" that electricians frequently face. We've got inspiring stories and expert insights tailored to help you navigate those tricky "not now" responses with finesse. Listen as we explore strategies from aviation stall recovery techniques to active listening, all geared towards transforming a hesitant customer into a committed one.
Our conversation goes beyond typical sales strategies, focusing on the art of understanding customer intentions and the importance of building genuine connections. Discover how to identify and adapt to different decision-making styles, ensuring that your follow-up plans are not just tangible but also effective. We touch on the challenges posed by a saturated market and highlight the potential of creating meaningful dialogues when customers hesitate. This episode is packed with practical advice on how to maintain control and keep your sales process moving forward, even in a world full of marketing noise.
We also share success stories of electricians who have mastered the art of overcoming level two objections, proving that faith and persistence can lead to remarkable outcomes. From significant sales achievements in service vans to leveraging comprehensive solutions that set you apart from competitors, our guests' journeys are a testament to the power of maintaining strong customer relationships. Don't miss the chance to grab our free guide on overcoming common sales objections, and join us next week for more strategies to elevate your business practices to new heights.
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Transcript
WEBVTT
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Hello, hello, hello and welcome to the Million Dollar Electrician podcast, where we help home service pros like you supercharge your business and spark up those sales.
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I'm Joseph Lucani and, together with my co-host, Clay Neumeier, we're here to share the secrets that have helped electricians sell over a million dollars from a single service van.
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Now it's time for sales, it's time for scale, it's time to become a million dollar electrician.
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Hello guys, and welcome back, joe.
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I am super excited to be here again today.
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Now we've got a very important show.
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We're talking about level two objections the stall.
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I've been doing some flight training man.
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I did some stall training and it's kind of where planes go to start dying, they dive and then you die, you crash.
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It's not good.
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Yeah, I was going to say stalling the engines, probably not what we want to talk about in this situation, stalling the wings.
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This is kind of similar, but not quite so dire, and I think this episode is going to help a lot of people learn the difference between a customer saying no versus them saying not now and what to do with that.
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Not now and still how to recover, just like I'm learning to recover a plane out of stall and keep flying.
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How to help electricians recover from a stall and keep flying.
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Get to a place of well trust, back to that place of rapport where you can actually have an open and honest conversation about the work ahead, this presentation, how things are going and what they're thinking.
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I can't wait and, honestly, I think one of the best things about handling the stall is that, if you think about where the technicians at at this point, they've done all the hard work.
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They've gotten the lead, they've gone to the lead.
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They They've done all the hard work.
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They've gotten the lead, they've gone to the lead.
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They've diagnosed situation.
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You've presented options.
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You're now actually physically in discussion of it.
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Your ball is circling the rim.
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You just got to tap it in.
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But that's often too many times where someone just goes.
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It'll go in on its own.
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They'll get back to me.
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I can't help but hear a happy Gilmore reference there.
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Just tap it in, give it a little tappy, tap, tap, taparoo.
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Okay man.
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So what's the difference between an objection and a stall?
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Help me out here.
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So, if we're going to hyper-symbolify it, an objection is when someone says no, like they're like no, I don't want it, you're crazy for charging that amount.
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Anything that you can hear an affirmative no Like that amount.
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Anything that you can hear an affirmative no like we're definitely not doing this or I definitely don't want what you have.
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That's a no and it gets treated very differently than what we're talking about here, as a stall.
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A stall is where they'll sound like they're saying no, but there's no actual no in the sentence, so that might sound like is wow, you know there's a lot involved here.
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You're right.
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You know well.
00:02:45.763 --> 00:02:47.245
We're going to have to take some time to think about that.
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You know my wife's not home, so obviously I'm going to want to review this with her and we'll get back to you after I've done so.
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Okay, they never said I don't want what you have.
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In fact, it's usually they're going to tell you to email it over at that moment.
00:03:04.972 --> 00:03:06.135
But the fact is, is that they've said only not now.
00:03:06.156 --> 00:03:09.364
So our goal is to triangulate into what are they really trying to say.
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Make sure we're using our active listening.
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Sound good so far.
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Yeah, it does man.
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So we're too busy right now.
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That's a stall.
00:03:18.352 --> 00:03:19.700
Yeah Well, let's break it into it, right?
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Because if they start and they say like I want to do the thing, but we're too busy right now, that's a double conflicted statement, because on one side it's we want to do it, but then the but is the negation statement, and now it's we can't right now.
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So is it that they want to or they don't want to?
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We need to find out.
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Yeah, yeah, for sure Makes sense, and this is what we were kind of laughing at before the show Today.
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We were talking about how someone will call you out to their house, arrange all this, be home for you, and then tell you they're too busy or maybe their intention has changed, like they're not looking to do this right now.
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And it's just a smoke screen, right.
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Yeah, and let's actually get into an example of what this might look like.
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Right?
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So let's say you're going to a call.
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It's going to make it a demand call.
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Something's physically not working.
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You get out to the call, it could be anything Lights flickering, Great.
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I show up there.
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What are you hoping to accomplish?
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And they tell you I'm trying to get this thing taken care of.
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Great, I go through, I diagnose, I build some solutions, I present some choices and they're probably going to be more than what they were expecting.
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Maybe they didn't know about the cloth wiring in the wall, Maybe they didn't know about the fuse panel and there were other concerns.
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So I present these concerns to them and they go wow, that's pretty involved.
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I mean, you really went through a lot of effort to do this.
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But to be totally honest, you know I'm I'm really wasn't expecting it to be this.
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I'm really busy right now.
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I'm not not gonna be able to do this at this point.
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Is it something where you can just leave it on the counter and then, when I get off of work, I can talk to you about it?
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That's a stall the hard stall.
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Honestly, I wish we could get like a sound effect of an engine sputtering out right at that moment.
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That would be a good, that's a good effect.
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We should have.
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That let's you know what you actually did it pretty good with your mouth, kind of like beatboxing in here with stalls.
00:05:03.627 --> 00:05:07.216
So what's the average electrician thinking at this point then?
00:05:08.137 --> 00:05:12.394
well, there's a couple of things that they would think, and it really depends on the level of delusion that we have.
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Some people are like, ah, they really like what we're saying, because at the beginning it's usually the build up.
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Wow, this is a lot more involved than I was really thinking about.
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This is we really have to consider this, wow, oh.
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And the electrician's like, oh, yes, all right, they're considering it, they're thinking about it, great.
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Or they might say you know, you're one of the best electricians I've ever met.
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You're really knowledgeable, but this is a lot of information to take in.
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Is it something you could just, you know, leave on the counter.
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We'll get back to you with, wow, they think I'm the best electrician ever.
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This is great.
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And they leave feeling good about themselves.
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The problem is, is in that moment we're lying to ourselves, we're allowing ourselves to believe what we want to believe rather than what the client's actually saying, and this requires a skill called active listening, where you're not listening to just respond, you're listening to actually answer the question.
00:06:04.706 --> 00:06:06.903
They really have the unspoken thing that's there.
00:06:06.903 --> 00:06:16.252
So if the customer were to say, well, there's a lot that's going on right now and I'm really busy, I completely understand where you're coming from.
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You're busy, we're busy, life happens.
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But can I ask you a question?
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When we first arrived, what did you say you wanted to accomplish?
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What's changed between now and then?
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Okay, so we're uncovering an unspoken truth, then A stall equals an unspoken truth.
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They're not willing to say the thing that needs to be said, usually to preserve your ego, or to preserve the relationship, or even just so they can maintain control over the situation.
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Some people will stall just to make sure that they feel in control.
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Others will stall because the act of making a decision doesn't line up with a procrastinator.
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Love this man.
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I love that we're going into this.
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This is actually one of my favorite times of day, because we just get to chat through this stuff fully and deeply.
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One of the things that I find hilarious about this is, every once in a while, one of your techs will leave a place, like you said, feeling confident, like oh yeah, no, they're in.
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This is a sale.
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Guys mark it down, that's a sale and it's like the only thing missing is the actual cash exchange and this is a sale.
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Yeah.
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You know, and actually that conversation happens where someone will come in and report a sale.
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I'm like, hey, we got to win.
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They call the boss because they're proud.
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They're like, hey, we got a sale, wonderful, what did you sell?
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I was just with the Johnsons.
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They said that they wanted to go with our silver option.
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Great, what was the total on that?
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$8,000.
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Can you believe it?
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Awesome.
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All right, what was actually going to be meeting with them, or we're going to be.
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We're going to be discussing on monday.
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Oh, cool, so you're going back on monday?
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No, no, they said they were going to get back to me and we're just going to have a phone call on monday.
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But you schedule a phone call?
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Oh, no, no, I actually.
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He said he was going to call me, so you left with a don't call me, I'll call you and that's the inherent problem that I want.
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I don't want to take us too far off track, but this is a huge thing because if they stall, this has happened to all of us.
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I'm sure if you're listening to us right now on the podcast, you've felt this before.
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If they stall and you pull away and you email that over, like 80% of these are as good as gone, Maybe three months down the road, with no further investigation, actions, follow-up calls, any of that.
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Maybe you get lucky once in a while and someone reaches out and goes oh yeah, hey, we haven't taken action yet.
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We'd love to move forward and you're like, yes, a sale that I didn't expect.
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But the challenge with all of that is how sustainable of a business model is that I mean?
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isn't the quote.
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If wishes were fishes, we'd all be fishermen.
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I haven't heard that before, but I like it no well, the concept really is that this person is wishing for the reality they live in rather than actually being in the reality they're currently in.
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Like, if you hope in something, there's nothing wrong in hope.
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I believe in faith and belief and I'm for it.
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Yeah, but it has to be rooted in some sort of tangible belief, right?
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Why are you so convinced that they are going to move forward?
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Why are you so convinced that you're willing to call the office and say this is a sale?
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Yeah, often because you either are not seeing the signs or you're choosing not to believe them.
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And I like to default and assume that people just don't know the signs and therefore are more likely to believe because they don't know.
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Yeah, and I also like to default and say in a homeowner's defense that they're there with the right intentions too.
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But there's a lot of external factors here.
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One is that everyone's being marketed and there's attempts to sell them on something 3,000 times a day at this point, like it being marketed and tried to.
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There's attempts attempts to sell them on something 3 000 times a day at this point, like it's insane.
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So everyone's got a wall up.
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Everybody wants a little time to think, and time's the enemy of all of us.
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Attention spans shorter than ever, and so, even though in the moment, stalling might feel like the right play to allow them time to think about it, the next problem that's not either theirs or yours, it just is it's human at this point is like they're not going to their schedule and scheduling time to think about it.
00:10:12.107 --> 00:10:13.361
So what?
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happens next?
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I mean, they're stuck Because, if you think about it, there are two kinds of people those who, when they're faced with a problem, need to do it now, and there are those who, when they're faced with a, in their face of the problem, need to do it now, and there are those who, in their face of the problem, can do it later, and later is not a specified time, you know it's really the difference between, like I was the kind of guy that when it was assigned homework, I had to do it that weekend, even if it was a month away, and there's others that are like you know what, I'll wait till the 49th hour.
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Like we're going to do it the last second on bonus time 100%.
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So if there's no, timeline for them.
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They're kind of screwed.
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No, exactly, and I love adding that pre-frame to this.
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I hope you don't mind stalling us on our stalling discussion here, but, like in that way, business owners and homeowners are the same.
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We're all living in urgency, prioritizing what's hottest right now, in other words, what burns the most right now.
00:11:02.142 --> 00:11:14.552
And if what they called you for to give a price on and you are able to present that price, and now they're just looking for more time, that doesn't actually mean that's the right thing to do.
00:11:14.552 --> 00:11:17.447
Correct, what is the right thing to do, joe?
00:11:18.039 --> 00:11:26.341
So the right thing to do is to be willing to have an honest conversation with them and stay true to your primary motive, which wasn't to sell, but it was to serve.
00:11:26.341 --> 00:11:30.924
So how do you serve this person when they're feeling like they're overwhelmed?
00:11:30.924 --> 00:11:38.318
We narrow it down, so the formula for handling a stall is acknowledge, reframe and ask again.
00:11:38.318 --> 00:11:40.368
So someone's busy.
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I completely understand what you're talking about.
00:11:42.714 --> 00:11:43.596
I mean, get it.
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There's so many things going on in life that can take our attention.
00:11:45.951 --> 00:11:47.456
It makes sense that you're so busy.
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That's why we're really busy too.
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I get it Now.
00:11:51.272 --> 00:12:01.437
The reframe would then be like but, with that being said, with you being so busy, how much time do you really feel like you're going to have in order to get this dressed?
00:12:01.437 --> 00:12:05.432
How much time do you really feel like you're going to set aside to really dive into this and discuss it?
00:12:05.432 --> 00:12:21.947
The reason why I'm so insistent that we discuss it while we're together is I feel like I'd be doing you a disservice by making you have to review all the plans I'm sending over, break down all these technical designs and then figure out which one's the best fit when the electrician is not the one who's physically here.
00:12:21.947 --> 00:12:23.951
So you can take the time.
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If you want to do this later, or what we can do is, if you really want to put this to bed, I'm willing to stay here with you and we'll go through it.
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That way, you're completely comfortable with what you're doing and you know for a fact you're making the right choice.
00:12:34.533 --> 00:12:36.677
So, with that being said, how would you like to proceed?
00:12:38.306 --> 00:12:39.149
Okay, love it.
00:12:39.149 --> 00:12:40.934
Why is that the right thing to do?
00:12:41.924 --> 00:12:57.977
Because a lot of times people don't necessarily know that they're stalling until they've already done it, meaning that, like this person could call, like let's give you an example Someone could give you a call with that flickering light and they knew when they called you that they wanted that light to be fixed.
00:12:57.977 --> 00:13:01.094
They acknowledged it was like this was a primary concern.
00:13:01.094 --> 00:13:02.451
It's an open cycle in their mind.
00:13:02.451 --> 00:13:11.597
So they call you to close this open cycle, but then, due to your diligence, you find out that there is a no grounded cloth line that's feeding it.
00:13:11.597 --> 00:13:14.024
Right, the light's still flickering.
00:13:14.024 --> 00:13:19.110
Their need is still there, but what you've done is you've educated them and you've explained that there's more.
00:13:19.110 --> 00:13:24.875
So, instead of removing one item to the list, I've added two items to their list.
00:13:24.875 --> 00:13:41.549
I've actually increased the mental load that they need to carry, meaning that if they leave, they're actually left in a worse situation than I found them, because not only do they still have the the problem, but now they have more unchecked boxes, meaning they have to take time away from their mental equity in order to give it away.
00:13:43.014 --> 00:13:47.711
The reason this is so dangerous is some people will choose to do a band-aid to forget it.
00:13:47.711 --> 00:13:50.400
It's almost like hitting the snooze alarm on something.
00:13:50.400 --> 00:13:53.128
Yeah, okay, you know, we'll just change the light fixture.
00:13:53.128 --> 00:13:55.352
Okay, let's get it done, we'll move on'll move on with this.
00:13:55.352 --> 00:13:56.274
We'll address that in the spring.
00:13:56.274 --> 00:13:57.116
Okay, no problem.
00:13:57.116 --> 00:13:59.087
Yeah, and then they check the box.
00:13:59.087 --> 00:14:00.432
They check the box and they move on from it.
00:14:01.053 --> 00:14:03.403
Right, what we're doing sorry, go ahead, forgive me.
00:14:03.605 --> 00:14:04.931
No, no, please, please continue.
00:14:05.504 --> 00:14:12.335
What I was saying was that in this current moment, what we're trying to do with the customer is that things are busy.
00:14:12.335 --> 00:14:17.001
I hear you we're busy as well, so I completely get it.
00:14:17.001 --> 00:14:21.311
Then I'm shifting back over to say I want to help you through this.
00:14:21.311 --> 00:14:28.256
And really, between from one electrician to another, the way you're helping them is by walking them through how they can make a purchase.
00:14:28.256 --> 00:14:34.258
That way they can get the thing fixed and they can choose an option they feel comfortable with.
00:14:34.258 --> 00:14:39.037
And when you leave, the problem is solved, both mentally, emotionally and physically.
00:14:39.037 --> 00:14:50.215
So that's the outcome we're trying to get to, because the inverse of that is, rather than leaving them solved and happier, you're leaving them with a problem and then some.
00:14:50.965 --> 00:14:52.285
Totally so.
00:14:52.285 --> 00:14:58.731
The way I'm seeing this now is like by your explanation in this conversation just following this thread.
00:14:58.731 --> 00:15:11.361
Is that the right thing for us to do is acknowledge the panic that we know we're going to incite by presenting them a price and solutions that they weren't expecting today.
00:15:11.361 --> 00:15:32.171
And that should be our expectation, because we're master electricians with years of experience and knowledge.
00:15:32.171 --> 00:15:35.535
How could they possibly know what's all going on and how could we possibly sleep good at night if we left panic?
00:15:35.535 --> 00:16:03.692
We should actually expect these stalls, then, and be proficient in handling that and being able to come to the table and have an open and honest discussion with them to handle that, so that we're not you didn't say the law of open cycles but failing the law of open cycles, which is just to say, joe, that the more things on our list that aren't getting done, the more this life force is sucked from our being the vampires of livelihood, as we say.
00:16:04.534 --> 00:16:04.916
That's true.
00:16:04.916 --> 00:16:08.094
It really really blows my mind how that works, but it's true.
00:16:09.946 --> 00:16:37.696
So, if this is all the right thing to do, and maybe we just blew some minds, maybe this is a complete perspective shift, but I do believe this and truly we're coming with that service and we're coming with that experience, and our goal is to educate people and to create solutions for people so that they don't feel like they're just left in the dust with now knowing more and not having the ability to do anything about it, with things on the list that couldn't be checked.
00:16:37.696 --> 00:16:45.620
We're acknowledging that they could be checked and we're making space to discuss how that could be checked.
00:16:46.464 --> 00:16:46.684
Bingo.
00:16:46.684 --> 00:16:54.538
So the thing is, is it actually leads us into a conversation of why options actually help you, primarily with the stall?
00:16:54.538 --> 00:16:58.975
Because, like, let's take this exact customer and I can break down how it would work.
00:16:58.975 --> 00:17:01.346
Yeah, so the customer is calling for the flickering light.
00:17:01.346 --> 00:17:06.637
They have an expectation I would like a reasonable price expectation of what it could be.
00:17:06.637 --> 00:17:13.045
Maybe they're using 1990s numbers, but they're likely have some sort of basis in reality, right?
00:17:13.045 --> 00:17:20.309
So the thing is, is what do they run into, though, if we tell them that they have a knob and tube circuit?
00:17:20.309 --> 00:17:24.946
Or we tell them that they have a cloth line or there is a fire hazard that's present.
00:17:25.710 --> 00:17:34.252
Now we've opened the box and we made it larger, but if we don't solve the problems that we've necessarily created, they have to go outside of us to do so.
00:17:34.252 --> 00:17:44.075
So what that might look like is hey, I want to get this done, but now I have to find a painter who's going to come and reseal that hole.
00:17:44.075 --> 00:17:48.512
Let me get back to you after I found that painter compared to.
00:17:48.512 --> 00:17:52.529
I completely understand where you're coming from, so you wouldn't have to do that.
00:17:52.529 --> 00:18:04.035
I've already included us doing a completely turnkey project where we find the painter and we are the gc and make sure that we've already included us doing a completely turnkey project where we find the painter and we are the gc and make sure that we've done the dumpster and we take care of all the circuit and that'll give you a lifetime guarantee.
00:18:04.035 --> 00:18:07.488
Or I have options without those things and you can find on your own.
00:18:08.009 --> 00:18:16.153
I would like to proceed yeah so it gives them a way out of the stall by providing them with the options where they don't have to worry about it.
00:18:22.244 --> 00:18:27.005
And something you said earlier that's really important is we're not attached to the sale.
00:18:27.005 --> 00:18:34.029
That's what makes this truly an ethical move, and to be open and willing to have that conversation.
00:18:34.029 --> 00:18:40.969
If you're literally attached to serving people, not people then this is from what I'm seeing in this conversation it's the only right thing to do.
00:18:40.969 --> 00:18:49.336
In fact, let me flip this freaking thing on its head for a minute and say something that might actually surprise some people I'm for it.
00:18:49.416 --> 00:18:58.740
If you're not getting stalls on a call, does that maybe indicate that you're not serving at the highest level?
00:19:01.005 --> 00:19:02.313
I mean it'd have to definitely be looked at.
00:19:02.313 --> 00:19:10.257
I would want to see their options and really figure it out, because the thing is, a stall comes up in many different circumstances.
00:19:10.257 --> 00:19:15.940
Sometimes it's due to you, sometimes it's customer circumstance, sometimes it's just their demeanor.
00:19:15.940 --> 00:19:22.517
But regardless of their reason, you should expect that it's going to happen, at least on a good amount of your calls.
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