I have been working from home since late February, which means I have had to adjust my way of selling while social distancing and observing the shelter in place order in Seattle. Below are three ideas that have worked for me as I adapt to the new normal of working from home and unable to visit clients face to face. If there are other methods or strategies you’re applying to generate positive results, please share them with me.
1/ Sell with empathy. We are in the midst of social distancing, not empathy distancing. Almost every salesperson, including me, likes to think they connect better with potential clients face to face instead of virtual. The reality is that how we show up is usually consistent regardless of the communication channel. Also, it is times like these where there is uncertainty and crisis that reveals our true self. Now more than ever, investing the time to master social and emotional skills will benefit our customers, employers, and most importantly, ourselves. According to a study by McKinsey Global Institute, one of the fastest-growing skills that employers will demand by 2030 is social and emotional skills. They define “social and emotional” skills as “soft skills,” which include: advanced communication and negotiation, empathy, the ability to learn continuously, to manage others, and to be adaptable.
So what does it mean to sell with empathy?
Selling with empathy for me means walking a mile in someone else’s shoes even if the shoes do not fit. Having empathy is not just the ability to understand the feelings of the other person; it also involves sharing the feelings. Selling with empathy is also about having compassion for these executives navigating these complex challenges. These executives are responding to this crisis with improvisations as there are no playbooks, so be patient and compassionate. Your goal should be to make a genuine connection not just a sale.
This article by Colleen Stanley, President and Chief Selling Officer at SalesLeadership, Inc., offers practical advice on how to sell with empathy. You can also get her book, Emotional Intelligence for Sales Success.
2/ Find opportunities to help your potential client execute ideas faster. If you’re in enterprise sales, you’re probably familiar with the concept of Time To Market (TTM). It means the length of time it takes from a product being conceived until it’s available for sale. The companies that can bring the best products to market the fastest often gain the lion share of the market segment. As executives and decision-makers meet internally to explore ideas of how to navigate the challenges that this pandemic is having on their businesses, they will seek partners to help them not just go from idea to revenue, but idea to survival in the shortest time possible. Once you have developed a deep understanding of your potential client’s challenges (because you’ve mastered selling with empathy :)), you will be able to provide a valid and refreshing point of view of why you’re the right partner to execute the ideas.
3/ Insert humor. We all know the saying that laughter is the best medicine. As our potential clients deal with the pressures of today and uncertainties of tomorrow, a good laugh could be the highlight of their day. You don’t have to be a stand up comedian with a special on Netflix to make people laugh. You do need some creativity though. For example, I wore a t-shirt with my client’s logo during a video conference meeting. During my introduction, I shared that although my employer pays me, the company I really work for is my client, hence the t-shirt I was wearing. They all had a good laugh. Mission accomplished.
“You don’t stop laughing because you grow old; you grow old because you stop laughing.”—Michael Pritchard
Bonus: When it comes to staying connected, meet your customers where they are. One of my customers said their preferred method of staying connected is through Telegram, so I downloaded the app. Another said text📱 messages, so we became texting buddies. Another said Slack, so I joined their channel. Another said phone calls☎ , the other said email📧 , and her colleague said fax machine📠. Just kidding about the last one, no one uses fax machines anymore; but if they did, I’ll get a fax machine.😁 This concept of meeting your customers where they are would hold true even after things get back to normal. My recommendation is to discover your customer or potential client’s preferred method of staying connected and adapt to it.
PSA: During this pandemic, let’s all follow the recommendations of medical professionals and do our part to flatten the curve. Also, keep doctors❤ , nurses❤ , and first responders❤ in your prayers.
Happy selling, and be safe.
Amazon Web Services is hiring sales professionals. If interested, find job postings here and send me a note. Happy to refer and coach you through the process.