Written by: Vickie Sullivan | January 12, 2023
Why Your Client Disagrees with You
The common denominator behind every client disagreement is expectations, those often-hidden demands that can trip up the best of intentions. Which is why many seasoned business owners look for them during sales conversations. One place we often miss: where expectations come from.
Based on my unscientific observation, I find buyers get their most of their expectations from two sources:
• Their experiences. I often say, “Behind every expectation is a story about disappointment.” Think about it: Have you ever been in a situation where you learned what you don’t want? That bummer becomes a lesson learned. Lessons learned become boundaries and expectations, which are seldom discussed until a violation occurs. That is why trading war stories can give us a heads-up.
Listen: 2 Questions to Help You Uncover Hidden Client Expectations
• Other sales pitches. Buyers get ideas about what to expect based on promises that are out there. The problem: These commitments come without context, so buyers really don’t know what is realistic and what isn’t. That’s why you must drill down a little on process, as well as explain your overall approach.
The best way to address expectations is not just with guarantees. When you explore the source of the expectation, you can have a richer conversation with your client that not only gives assurances but also deepens the relationship. And that will pave the way for grace when disagreements arise.
Now Read This:
- How Setting Expectations Captures Buyers’ Attention
- Strategic Sounding Boards Give Real-World Advice for When the Rubber Meets the Road