In sales, how would you rephrase "You have done it wrong and I can fix it for you"?

I see where you're going, Larry. Depending on the situation I would gracefully tell them they're situation is screwed up. And then I would point blank say that they could hire you to help "fix it." I wouldn't necessarily give them all the suggestions but I would give them examples of how you could help them . . . a few carrots if you will. I would also give them qualifications around why you're a great option for them. My 2 cents.

OK, then my suggestion is to take the approach that the prospective client is intelligent, responsible, and conscientious, and wants the (whatever it is) to be successful. If that isn't the case, you're wasting your time.

The way I see it is that the fundamental problem you face is not so much a business issue, as it is a human one, and I can sum it up this way:

You can't answer another person's question until he or she asks it. If you try, you will lose.

The way to get from here to there is to build a rapport with the prospect, establish yourself as an expert in his eyes, and once he has become comfortable with you, lead him to ask the question. Then answer it honestly, succinctly,and with humility; and when you're finished, stop talking, and wait for him to process what you've said. At that point, the outcome is out of your hands. But no matter what, you've done him a favor, and even if this particular situation does not result in an immediate sale, who knows where it will lead in the future?

Rob

By building trust. Take him out to lunch. You give up something. Someone with his ego caught up in his performance has some insecurities that you are going to have to honor. If you focus on the sale with someone like that, you won't close. Or if you do close, the entire experience will be miserable, and not likely to lead to a long-term business relationship.

Rob

A few suggested phases.

Would you like to consider a successful alternative?

Is this function important enough to try something different?

Have you considered your "return on effort" could be greater if you tried this alternative?

Your question about "saying anything at all" is important. The client must be ready i.e. primed to recognize the reality of their situation as well as accepting their own inability to resolve the problem. This can be depressing at least and worse - an ego crusher.

It might be better to help the client define and model the particular system or function that is failing. In that process you will have the opportunity to help the client discover with you the alternative actions you are recommending.

I like that. How about if you didn't want to give away the suggestions, but knew what to do if they were to hire the person?

That depends. Would you be the one providing the solution?

Rob Wood
HyperGold Web Services
www.hypergold.com

Rob, yes. Michael, there is an ego issue. The person being talked to is the one who hired the person who did it wrong or they did it wrong themselves. So, saying it is screwed up is a personal attack in their eyes (at least they take it that way). What I'm looking for is a tactful and effective way to say exactly what you said: your situation is screwed up and I can fix it.

OK, I think I understand your conundrum clearly now. You've been asked to analyze a problem, and (I assume) make recommendations for solving it, but you're afraid speaking the truth may backfire because it is the client himself who is at the root of the problem.

Can you state clearly (here, I mean) what you have to lose by speaking the truth (worst-case)? And also, state what you have to gain in the best possible scenario?

Rob

Losing and winning, of course.

The question is not whether to speak the truth, but how to do it so the listener doesn't think you are attacking their previous work (i.e., them). I think many people are sensitive in this regard and I know some people have a gift for being far more tactful, getting a far better response than telling a person they are where they are because they did lousy work.

Let's reconsider the question with the assumption that the person you are talking to has a big ego and is sensitive to being upstaged or put down by the suggestion that their work is substandard (even though it is the best an untrained person might do). Add that the person asking the question has not been asked for their opinion, but is trying to sell a solution/improvement.

Losing and winning what, exactly? Is this an established client that you might lose if you offend this individual? Or would this be your first project with the company? By winning, what do you mean? That you will become a hero, or at least get paid to do something you are skilled at doing?

Rob

Think in terms of an initial conversation with a potential client. Losing is having the client say he doesn't want to work with you, and winning would be saying he did.

The client is not the problem. The client's work product is the problem, but he sees/feels the two are intertwined.

As I think about this more based on the input above, it seems this is similar to dealing with a sixth grader who has worked hard on a science project but the result is less than optimal. But, in this case, you want to kid to hire you to fix it so he gets a good grade. You can't afford to alienate him so he rejects your suggestions and observations.

Tom said: You can't answer another person's question until he or she asks it. If you try, you will lose.

Ah, the pearl appears.

And leading him to ask the question? How do you usually do that?

You said: You can't answer another person's question until he or she asks it. If you try, you will lose.

Ah, the pearl appears.

And leading him to ask the question? How do you usually do that?

And if it is a long distance relationship by email?

In that case you have to decide if there's a good chance you can build a long-term relationship with this client, and if you think you can, what that relationship might be worth. If it's worth the investment, then fly to wherever the client is, and take him or her out to lunch. Ask for an opportunity to make a presentation to pitch your business solutions, one of which is this one.

If building a long-term relationship is not on the table, then try the phone, Skype or Go To Meeting. All you have to say is that you have discovered an area that could be improved, and you have some solutions that could save or make the client money. Then ask if he would be interested in hearing details. Take a chance.

Now, I have a question for you: Is this a real situation, or is it all hypothetical?

Rob