You got the call and Mrs. Smith has recognized that the hole in her wall is a problem and she wants it fixed. Mrs. Smith called you because her BFF just gave you the most stellar referral, but if your plan to fix that hole skips this next step, she’s not going to want you to stick around to do the job. If you make the assumption that the business is guaranteed and simply walk in her house without introducing yourself or your presence being validated, you’ll be leaving that house just as quick – hopefully, without the police being called.
The combination of a great referral and a motivated customer never guarantees the work. Anything could have happened between Mrs. Smith deciding the hole was worth fixing and me showing up on her doorstep. People change their mind. Maybe she found a way to hide it or maybe it’s just not that big of a deal to her anymore. Maybe she got another referral from another friend and already agreed to let them do the job.
People feel some kind of way when their personal space isn’t respected. When you skip the introduction and validation etiquette, you send a clear signal that getting the job done is far more important to you than they are. This person has a hole in their wall. They know it and they aren’t proud of it. When you breeze by them, on the way to fixing the hole, you disrespect them. You are telling them that your solution is more important than their involvement in the process. You send the message that you and your time are more valuable than they are.
Just because they have decided to fix the hole(s) in their walls and have decided to allow you to come over, doesn’t mean you get to walk right into their house and immediately set up shop. Take the time to introduce yourself by looking them in the eye, reminding them why you’re there, and extending your hand. Wait for them to respond and validate, not only are they are still interested in addressing the hole in their wall, but they still would like to consider your help in doing the work that needs to be done.
Even if they still want the hole fixed, that doesn’t mean they want you to do it. If you want a chance of helping to fix the hole in their wall, you have to be invited in the house to see it. This is why the introduction and validation phase is so important. In these first few moments, Mrs. Smith is deciding whether or not she’s willing to let you in on the story regarding the hole in her wall. Those folks that you want to help are doing the same thing.
If you have received a strong referral from a friend, the odds are very good that you’ll be invited in; but, wait for the invite. Remember, you are there to serve them at their request, not force your agenda and process on them without their continued consent and involvement. If they are willing to allow you into their personal space, you’ll have set yourself up to continue forward in Step #3: Listening & Assessment…