It happens to you everyday. It's not as bad as some of the other annoying things that happen throughout your day. I compare it to...waking up an hour before your alarm, but then falling back asleep, only for the alarm to go off what seems minutes later, or after the gym, you only realize while in the shower post-workout that you forgot to fetch a towel to dry off. it's irritating but it happens, THE RUDE PROSPECT.
We all make cold calls, you know your playing game. You put in your quarter, grab the controls and your there to play the game. Come on get past the gatekeeper and find your way to the advertising budget. Sounds simple, but like Pacman the ghosts are on your tail. You try time after time to get thur the game then it all goes bad. You reach that One person outta, 500 who knows radio better than you do because 10 years ago someone sold them a radio schedule or promotion that didn't work. You listen, you engage with understanding of there "bad experience" 10 years ago...So here is how this one went.
Calling on Halloween events in out area, I found a production company called Midnight that puts on House in the Hallow. So I do some research website, chamber, check with traffic, CRM, ...just a average prospecting call. "Hello, Joshua with your local radio station" prospect, "what the hell do you want?" I blow it off and start with the, "I would like to learn more about your event in October from the research I have already done online, are your ticket prices the same as last year." the client reply, "Your a blood sucking vampire radio sales person, I tried your radio station for years and it was very successful..." That's good, I think to myself. he continues, "Then you changed something, the format of your radio station...the DJS for a live broadcast, the formula worked for years and THEN 10 years ago you brought 3 DJS and we only got 3 people! Radio is too expensive and is run by used car salesmen like you, I know more about radio then you'll ever know! I've been doing this for 25 years and you sir/"..speaking to me "what are your qualifications" I want get defensive and angry, and blast this guy with my credentials...I look over at my colleague and with a clear voice, I tell him that I used to pump gas that the Citgo down the street, after serving in the armed services and suffering from PTSD, that I am a broken man with no hope of selling his account anything...I was just trying to do my new job to the best of my abilities. He pauses....takes a deep breath and says..."FU*K YOU, you're just another scumbag radio sales person!!" I was laughing and reply, "Sir, I thank you for your time, how can you hold me accountable for the crimes of others, I've never done you bad!...but ..he interrupts with "SHUT UP">> He goes crazy...calling me all types of things.
Now my point, this is part of the job! It is not easy to not loss your s*#t on people when they are rude. Now pick up the phone and find someone else to piss off! #shakeitoff have you had a almost lost your sh$t on someone moment>Please share!
While we all have those particular prospects that end up sticking in our craw, I tend to brush them aside as quickly as possible. There's almost always a reason for behavior like that and it's safe to assume (under normal circumstances) that you're not the cause of it; you just happen to be on the receiving end of a bad day. Ultimately, people like that aren't worth the energy spent getting angry and/or frustrated over, especially if they own or operate a business; behavior such as that will, in some capacity or another, spill over into other facets of their life and they'll end up facing the repercussions of it.
I typically try to disengage from folks like that as quickly as possible, to be honest. They're typically in a frame of mind that isn't conducive to any form of business, they'll end up eating up valuable minutes and only end up putting me in a foul mood. I rarely, if ever, take behavior like that personally and don't get too worked up over it.
It's not my fault they're in a bad mood, so I just grab a fresh cup of coffee and move on with my day!
Decades ago, I had a prospect -- a prominent local businessman then and today -- absolutely unload on me in the course of attempting to present an idea that I believed to be beneficial for him. He berated and belittled me before cutting short the presentation.
I let things cool down for a few hours, but toward the end of the day, I took the time to compose a hand-written note. Imagining what I would have said had he been thoughtful and kind, I thanked him for his time and consideration, telling him that I particularly appreciated his open mind and gracious reception.
The irony was not lost on him. In fact, he called the station owner that morning to complain to him about me. After their conversation, I showed my boss a copy of the note I'd written and he chuckled, completely backing me up.
Eventually both the station and I gained sufficient credibility with this man, that one of his businesses has been a daily advertiser for at least 15-20 years now. A number of years ago, he personally asked me to narrate a video production someone was making for his business.
So, water under the bridge and all of that. But the words of Solomon come back to me: "A soft answer turns away wrath, but a harsh answer stirs up trouble." (Proverbs 15:1)
Thanks Rod. Love the Proverbs verse. I will be keeping that handy. I also like to use Patrick Swayze's line from the movie Roadhouse. "Always be nice". It has been a while since I have had to deal with a really hostile client, but one of my newer salespersons had a situation recently. She had been trying to connect with a local manager and when she finally got him on the phone, he hung up on her as soon as she told him who she was and from where. She immediately called back, thinking perhaps they had been accidentally disconnected and he responded with a "You didn't get the message the first time?" and another hang up. She comes to my office, visibly upset and wondering if she had done anything wrong and I assured her that she had not and that she never had to call him again. Well, we live in a pretty small community that is especially tight knit in the business sector. We tend to do business where our "bread is buttered" so to speak. So, when the time came that my personal business contract was up for this business's services, I switched providers and made sure that the manager knew that it was his rude treatment of my sales rep that was costing him the business. We have since provided many successful ad campaigns for his competitors and have not darkened his door since.
I have much the same experience with that sort of call. Luckily in both instances, I was able to inject that I was also interested in 'X' product they sold but there were other places that offered the same. I suggested the lesson was treat every person as a potential customer because I was one. It was one of those few times the line line came in real time, not after the fact.
At one station I sold heavily in a town 20 miles away that was very reliant on tourism. At a sporting goods store the owner told me to leave town and go back to my town and quit trying to milk all the money I could out of his town. I said Okay we have a deal but only if you agree not to sell any of your sporting goods to anyone outside your town. A few choice 4 letter words later, I said, Sir with that attitude I doubt you'll still be in business in a year. I was wrong, it was 8 months. The local station owner in that town thought my confrontation was a hoot. He said he had to be the crankiest person in town and had he not hung out in the back room as much as he did he sure wouldn't have lasted as long as he did.
I channeled any revenge by going out to try to help the rude client's competition get one up on the rude business owner. You have to recognize what you do has value and you then should go where it is recognized.
I have gotten the "You! You're the last person I want to see today. Get out of here." I understood. Bad day. I'd quickly say I wish I could help and I'd stop in some other day.
Keep in mind you really need to think well of your clients. If you're not right for each other, you tend to not work as hard at helping them but you will for someone you like. I have actually told a client I was on their side and wanted what they wanted. I explained that liking them and looking forward to seeing them was essential to keep me focused on their continued success. My client was a bit surprised but understood exactly what i was saying and we got along beautifully thereafter. Just don't judge a client on one event or action unless it completely goes against the grain with you. People have bad days, experiences and such.
