The last month has been one of those learning experiences that move me to the next level professionalism. One of the most valuable things that a SOS can have is integrity, both in his own mind and in the perception of his customers. If your integrity ever get compromised either via a deliberate act or via a perception, it can take years to rebuild, word will spread and your credibility as a SOS will be compromised. If you ever compromise your integrity in order to win a deal, then you have officially earned the term "Snake Oil Salesperson" The SOS term has negative connotations because some of your and my predecessors decided that making money was more important than trust and providing real value.
During one of the last sales-cycles that I had with one of my largest clients, I made mistakes. whether by purposeful intent or unintentionally, my customer was pressing me daily for pricing and additional discounts, changing the game at each request via elimination of a reseller, misdirection and finally an unwillingness to sign an agreement. I got impatient, my pricing became inconsistent from version to version and in the end, was held to a price and quote that was a draft as we debated the correct method for purchase. I gave up tens of thousands of dollars due to my impatience and lack of care. I should have double-checked my work and slowed the process down, in order to clarify customer expectations and understanding.
While the oversight cost me and my company money, that was by no means the most damaging consequence. I lost trust with my customer. In the end, he had the impression that I had tried to raise his price through manipulation and slight of hand as the process continued. He won out in the end because he had a quote that I had provided as part of a working session. I was held to the lower price, but in the process my customer's perception was that I was not up front and trustworthy.
After reviewing the process I learned a few things:
1. Even if the customer expresses urgency, make sure your double-check the expectations and understanding of your customer before you rush to provide pricing and solutions
2. Slow down and be precise
3. Summarize and document your discussions. Send them to your customer to make sure you did not mis-state things (Letter of Understanding)
4. Be consistent in your discounting
5. Involve others in difficult discussions in order to clarify and restate commitments
6. Make sure your integrity is never questioned! It is the hardest thing to rebuild in the eyes of your customers.
I hope you find my learnings valuable!
