Who's doing the mirroring?

In sales, we've always been taught to "mirror" our customers, but what do you do when your customer is rude?

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Comment by Marsh Buice on May 31, 2015 at 6:08pm: Ripping from Dr Covey, maturity is when you pause between a stimulus and response- I don't think it gets easier, I just think great so become more mature. Having a better insight of how/why (often w good reason) customers feel the way that they do will give you a better understanding so that you can adjust your "mirror." I've always been intrigued at the challenge- bc when they are rude, I have nothing to lose and everything to gain.

Comment by Brian Bennington on May 30, 2015 at 7:08pm: Come on, Marsh! You can say it's hard not to take it personally, but that observation is only for green peas. You're a pro and, therefore, know you should always leave your ego in the car when you arrive at work. I believe that's good advice not only for selling, but for any profession. Personally, I see a lot of advantages to dealing with a negative and/or rude customer. To begin with, you easily know where you stand and where they stand. And, even more importantly, you know you're working with someone under duress. (A "angry" customer suffering from negativity and rudeness would be safer limping across the Serengeti than "limping" on a lot where I was selling cars, especially if I was hungry!) As to pitches, I'd much rather convince a customer "the sun will come up tomorrow" than to buy a car from me. However, after you do the first, the second becomes much easier!

Comment by Marsh Buice on May 30, 2015 at 6:31pm: Brian, I didn't think of the Kurt Russells' part :) LOL. That would've been classic-you're right, we can't take it personally which is very hard to do, but when we find we are slipping into negativity, it's probably bc we're mirroring instead of doing the mirroring. Thanks as always for your feedback and support

Comment by Brian Bennington on May 30, 2015 at 5:06pm: Thanks Marsh! A well spent minute and a half. Your presentation was excellent, with great delivery and perfect in-synch body language. Unfortunately, the green peas who need this advice the most will probably never see it, as I'd think there aren't that many who are dE members. As to "mirroring," I'm surprised you didn't mention "Used Cars" with it's classic scene where Kurt Russell "mirrors" three customers in about the same length of time as this post. And maybe, to maintain the right frame of mind for positive response to a customer's negativity and/or rudeness, the thing to remember most is absolutely do not to take it personally. Doing it will "cloud" the mind. But alas, you only had a minute and a half!

Comment by Marsh Buice on May 29, 2015 at 2:24pm: Steven, LOL, sir we ALL have so you're in good company. This tip is to be able to catch yourself and infect them instead of letting them contaminate you. It's a challenge, but we're up for it. I always make it a mental game-I already "don't have anything" so why not go for broke and try to turn this person around. Thanks for watching sir

Comment by Marsh Buice on May 29, 2015 at 2:22pm: Ken you've got that right. We have the power of choice-we can choose to stoop down or stand up. Thanks for checking out brother.

Comment by steven chessin on May 29, 2015 at 1:51pm: If a customer is confrontational or dismissive I admit to having faked a call I had to take.

Comment by ken donahue on May 29, 2015 at 12:52pm: Great advice. Don't let others bring you down to their level during the course of any relationship. Keep the altitude in your attitude...it's the only thing in this world that you can control!

Comment by Marsh Buice on May 29, 2015 at 12:50pm: Well put Marcos! I like that!! Thanks for checking out and commenting sir.

Comment by Marcos Miranda on May 29, 2015 at 12:44pm: Great tip Marsh. It appears Solomon was right all along when it comes to mirroring...
"A gentle answer turns away wrath, but a harsh word stirs up anger."(‭Proverbs‬ ‭15‬:‭1‬)