A few years back I switched from one professional service person to another (not going to mention the industry to protect party involved).
I called I told him I was switching to another agent because of the personal relationship I had.
I said it had nothing to do with their performance or level of service and I would refer him business if anyone asked. He was furious and let me have it.
He’s a local guy so I would always see him around town.
When I see him I always say hello.
He barely looks at me and grumbles something under his breath.
This actually happened about a month ago and it’s been close to 7 years since I stopped using him. Geez! Talk about holding a grudge.
Well, here’s what happened yesterday.
My brother in law emailed me and asked if I knew this person (guy above)…he was considering using him.
He had no clue I had worked with him before.
I replied and said, “Well, I sure do”.
Take a guess what story I told, it’s honestly the only thing I remember about the guy.
Resentment possibly cost this guy…a LOT (bro in law is a high roller).
Here’s the deal though…
…you’re doing the same thing.
You have clients that are putting their membership on hold right now…and your resenting them.
Some for very valid reasons, others just have their amygdala lit up from the stress, other may just not see the value in virtual training.
For whatever reason, you’re resenting them and it’s potentially harming the relationship.
I even found myself doing the same thing with some people.
Here’s a line to remember.
Resentment only hurts the person who resents.
In the case with my professional service friend, it cost him.
Don’t resent any of your clients that go on hold.
Don’t pull them out of your private Facebook group.
Don’t stop following up with them.
Don’t judge them because you think they can afford it and should be supporting a local small business.
It will only throw you off your game.
Instead, do everything you can to help them.
Understand the magnitude of the situation and be even MORE grateful for the people that have decided to stick with you.
There is a way to handle people on hold that guarantees they’ll be back, resentment is not in that equation.
Vince Gabriele
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