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Twin Killers - Assumption and Expectation
Two of the most far reaching and devastating instances where someone's assumptions and expectations caused untold damage are both episodes in WW11. The surprise attack on Pearl Harbor (which was no surprise except to the man in command and his flunkys) and the battle for Arnhem which was predicted to fail by everyone (except the man in command and his flunkys).
Think about how many men died and how much was destroyed because these two powerful men made assumptions and had unrealistic expectations which they refused to change or check despite much information to the contrary.
Now, in your everyday working life you probably don't have the kind of power where your assumptions or expectations can kill others but those assumptions and expectations can kill any deal you may be trying to make, thereby helping to 'kill' your earning potential!
Obviously I'm relating this to a sales environment initially but it follows in every aspect of your life. You make assumptions and if you don't check the facts on which you base your assumption you can and will 'kill' sales.
The same can be said for expectations. With almost every situation that you go into you will have an expectation of how it will turn out and if that expectation is based on faulty reasoning the chances are that you will 'kill' the sale.
Let me tell you a little story about a time I saw assumption in action. I was travelling back from London to Cornwall with my Mother; she'd sold some stuff to a dealer and had about £5,000 in cash in her pocket. We decided to stop at a rather nice Pub restaurant for a meal. Now my Mum was dressed in her working gear and, as she bred animals, that consisted of cord trousers, a working man's shirt and a sweater. She wore flat boots and never (or very rarely and only when entertaining) wore makeup or styled her hair, so she didn't look like someone with 5 grand in readies in her back pocket!
So we go into the pub and wait at the bar for someone to serve us. It was a very nice bar, clean and upmarket so I'm sure you can guess what assumption they made about my Mother! We stood there for about fifteen minutes and were studiously ignored by all the staff who served people who'd come in behind us.
So mum, being Mum, took out her roll of cash and started counting it. Well! Do you know, all of a sudden, it didn't seem to matter that she was not 'dressed' to their standards. From ignoring us, suddenly we were inundated with staff all trying to 'help' us. Unfortunately for them, my mother had decided that they weren't up to her standards and with a contemptuous smile we walked out and went in the pub opposite. There we had a really good meal with really good service (without the need to flash the cash) and we left a really good tip!
Now, of course we weren't going to be regulars in either pub but we did know a lot of people who travelled to and from Cornwall on business and we all regularly shared info on where was a good place to eat, or get a good cup of tea or coffee. Which pub do you think we recommended and which did we warn against? Yes, of course, the first place lost more than just our order (and tip) but quite a lot of referred business too. Not only the business that we would have sent them but the business that those people would have sent as well. Considering that we each know on average 300 people who, in turn, all know on average 300 people each, that's the potential for a lot of lost business - all because the owners and staff made assumptions about us based on how we were dressed.
So that's why assumptions can be dangerous for your pocket. Now let's look at expectation. I don't know whether you've worked in what's called 'direct sales' (that is where a team go out to the public, knock on doors or make phone calls to arrange appointments for sales people). Expectation can make or break you in this situation. I worked for many years in direct sales - selling kitchens, security systems and video libraries to name just three and often the canvass team (those making the appointments) would tell the sales person that the person they were going to see was a 'kick in' - that is, a certain sale. Now if, as the sales person you went in expecting to make a sale, your presentation was always somehow better. It flowed, you were confident and invariably you got the sale. Where you didn't you had the luxury of blaming the canvasser for giving you a bad client!
Conversely if you overheard the canvassers talking about a potential client as 'difficult' or 'rude' you went in with a different expectation and, funnily enough, this time your presentation came across as stilted, you interpreted every reaction through the 'filter' of your expectation and so reacted differently and, invariable, did not get the sale!
So when you're selling, whether you're selling a product or service in your business life, or an idea or proposition in your private life, remember to check your assumptions and expectations. Ask for clarification on any points that are not clear and check your understanding to ensure you have the facts correct.
As for expectation. Use it, expect success, act as if you're are going to get the sale, close the deal and succeed - and generally speaking you will!
About the Author Jacqui Cooper has 25 years experience in sales and sales training. As a qualified Hypnotherapist and EFT practitioner she teaches communication excellence and the psychological aspects of decision making. Take one of her courses and become a Master Communicator and Sales Professional. Website Sales TrainingEmail eft@jacqui-cooper.net
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