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Mar 31
2010
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Today a prospective client asked to be contacted to discuss working with us. He has a partnership with a service provider who he had reached out to. This was a way for him to share in the investment and provide them with an online presence in the website they have.
He asked if I would call that partner to discuss how an agreement could be set up. Since I had spoken with that person about this potential partnership before I felt this not be an issue. We actually had a joint webinar with both these people on the phone as this was always part of the plan.
The call started of fine and all of a sudden Mr. Hyde showed up... The questions shifted to how can we make it work to a need for guaranteed results. As with anything, guarantees are a slippery slope especially for what we do since many factors are out of our control. I calmly explained these factors and the answer has to be a first;
"If your product does not work for me I will come up and slit your throat... But I will sign the agreement as long as you know where I stand"
After that I did not hear much except my thoughts; "how can I nicely stop this conversation and go on to my merry way?" It took over 10 minutes of listening to let the person regain their composure and get off the phone. Regardless of what could be said after that comment there was no chance of a business relationship being established from my perspective because working in partnership is a key factor of our business model.
So here are 2 questions for you:
- Can you share some of your insane calls?
- How do you (would you) handle such conversations?
I have to share that it was very difficult to not loose it as I don't do well with threatening language. I also could not get myself to hang up on the person I was speaking with because I can't stand when people do that.
By the way, is it a full moon?
Being prepared is the point you bring up and that is without a doubt the key takeaway for all of us. Be prepared for everything and rehearse. These examples are extremes, the idea of having a strong training program around how to handle conversations in general is a must. There has to be certain reflexes we have in conversation so that we can manage the outcome in whatever circumstances. This does apply to ll types of communications and can be the source of both successes and failures.
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BUT the experience just reiterates my opinion that working in the multifamily industry prepares you for ANYthing ANY situation.
One of my insane phone call experiences occurred when I was a leasing agent onsite in Dallas, TX.
Our glassed in leasing office was beautifully located in the center of a wooded creek area in the property. In the spring and summer, it looked like a treehouse.
In fall and winter, we looked like we were perched inside a glass box and our every move could be viewed from all sides. Numerous apartment buildings surrounded the wooded creek area which again, was a BONUS in TX in the spring and summer...you didn't realize there was anyone outside of your window.
When the fall leaves dropped, you realized that another apartment building stood 20 feet away.
Now that I've set the scene, I'll set the stage.
It was in the winter, late on a Sunday afternoon. I was the property assistant manager and was closing up after a busy day, but was alone in the office.
The phone rang, I probably uttered some expletive like "dangit" because we hadn't put the phone on afterhours answering service (this was in the early 1980's...LevelOne hadn't been invented yet).
I took a deep breath, put on my smile (I was well trained by Ann Sadovsky) and cheerily said, "Good afternoon, TimberCreek!"
A pause on the other end prompted me to repeat my greeting, and then a low, deep voice said "I'm here and I'm watching you."
Note: This was almost a decade before the movie "Scream" came out in theaters, but not long after the 1979 scary movie, "When a Stranger Calls" premiered. You know the one - where the baby sitter is terrified in the home with the kids upstairs and she keeps getting freaky phone calls only to find at the movie's climax that the caller was already inside of the house (apologies if this is an ending spoiler)...you see where I'm headed with that story?
In my best perky voice I replied, "Well, I'm Tamela and your name is...?" (Again, that ingrained Ann Sadovsky training about being polite and learning the caller's name to establish rapport kicked in.)
Caller: "I can see what you're wearing right now."
Tamela: "uuuuhhhh....So I guess you don't need directions to the office?". (Training taught trying to be helpful.)
Caller: "The dress you're wearing is very short."
Tamela: "...."
Caller: "Hello? I can see you- you're still on the phone."
Tamela: "uuuhhhhh....."
Caller: "Hello Daughter, this is your Dad. Your Mom and I just got in from Montgomery and we found the key you left us to get into your apartment. I just wanted to tell you we were here...and that your skirt is too short. We'll see you in a little bit. "
Note to Self: Somebody's always watching you. Whew.