Out of the Crisis.Org

[Louis Altazan]

I believe when W.C. Fields stated, "You can't cheat an honest man," he may have intended an honest person is less likely to pursue either ill gotten gains or promise of excessive savings. While his statement may not be absolutely true in all instances, it is certainly worth consideration.

Accepting that many of the predicaments in which people find ourselves are at least partially of their own making, is not a popular notion. Far more popular is a “victim mentality” that places blame outside our influence. While this philosophy may be far more palatable, it does little to solve problems. Rather it tends to create stereotypical villains upon whom blame can be leveled. These faceless villains take advantage, relieving the victim of responsibility for their actions. Not surprising the problem continues and normally gets worse.

Nearly everyone knows people that at least sometimes act in this way. It is fairly easy to see through the behavior, though quite difficult to convince the person displaying it. Much harder still is seeing the behavior in ourselves.

For example, a client goes elsewhere to buy a service the shop has recommended. It is far easier to think of the client as wrong (e.g., cheapskate, D-client, etc.) than to reason why they chose someone else. In reality there might be any number of reasons. Understanding why people go elsewhere is a large step in retaining more clients.

To name a few, the reason might be:

1. Something we said did not “ring true” with the client.
   
   
2. We challenged or offended the client without realizing it.
   
   
3. We failed to convince the client we will do a proper job.
   
   
4. We failed to address doubts and the client needs more evidence to be satisfied.
   
   
5. The client thinks our price is too low.

Knowing any of these things might help a great deal with future sales. People are extremely complex. They often do not reveal their true reasons to us. Assuming something is wrong with them, as in a rating system, misses the entire point.

I believe the point is, we make a living by serving the needs of others in return for fair payment. The more people we serve, the better that living is likely to be. It is in our best interest to understand both why people choose us and why they do not.

_________________
Louis Altazan
Owner/Manager AGCO Automotive Corporation
Baton Rouge, LA