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Professional Achievement Group, Inc. | Rockville, MD

Customer Relationships

How many times has this happened to you? You got a promising referral, or scheduled a conference call, or showed up at an initial meeting with someone who seemed like a perfect fit for your product, service, or solution. Then, about five minutes into the discussion, you found yourself experiencing a “disconnect” of some kind with that seemingly perfect prospect. And the relationship died.

Has this ever happened to you? You had an initial meeting with a prospect. You asked that prospect what seemed to be all the right questions. You had what felt to you like a good conversation, and based on that conversation, you scheduled the next meeting. You sat down at your computer. You prepared a proposal...

Has this ever happened to you? You’re in discussion with a prospect about the possibility of working together. The meeting is going well. You’re working your way through all the questions you know you’re supposed to ask at this stage. You’re paying close attention; you’re taking notes. One of the questions you ask strikes a nerve with the person to whom you’re talking...

No matter how much the world of business may change, one factor will never change: Your most valuable sources of information are your customers. They will tell you what you're doing right, what you're doing wrong, and what you need to change immediately to remain competitive. Customer advisory groups may be the best consultants you'll retain. There are some guidelines you can follow to get the most out of the group.

When first meeting new prospects, they immediately begin to form an opinion of you. They are instantly influenced by how you are dressed, your tone of voice, your body language, and many other factors besides what you actually say. In fact, the actual words you use have very little effect on the prospect's opinion of you, your company, and your products.

Psychologists and linguistic experts tell us that when two people are having a conversation, 55% of the message communicated comes from body language. During your last sales call, what message did your body language communicate to your prospect?


“Hey, Greg,” called Janet when she saw him walk through the office door at ten o’clock, “late night partying again?”

“Lovely Janet,” he responded with a grin, “as you well know, I was working last night until one am.”

“Sure,” she replied, viewing the pile of new leads on her desk, “and I suppose you have no time for these?”

It’s not often that I purchase a replacement chain saw. In fact, the last time I bought one was 15 years ago. Back then, when I had a back that worked properly, I fancied myself the lean, mean lumberjack. In keeping with my “he-man” self-image, I purchased the biggest and loudest chain saw available.

Everyone has a preferred “channel” of processing information in a buying situation. In general, there are three major methods: visual, auditory, and kinesthetic.

Just as the prospect has a preferred channel, selling professionals also have a preferred channel to dispense information. It is also one of the three.

How often have you been in front of prospects who just sit there staring at you with little or no emotion on their face, and are barely audible in their one or two word comments? It probably drives you crazy and you just want to walk over, shake them and scream, "Say something - anything!"