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Here’s a riddle for you:

How can you lose business to someone who has no background in your field and no real expertise … who does no marketing … who isn’t even in your business … and who has absolutely no interest in obtaining a single client?

As a matter of fact, what distinguishes this person is that they’ve demonstrated an inability to do the very thing you’re really good at helping people with.

And yet, they represent your most formidable competition.

How is this possible?

It’s happened to me a couple of times lately. Must be a message from the Universe.

I’ve been on the phone with prospective clients doing a complimentary coaching call and I made the decision for them that they wouldn’t be hiring me.

Say what?

Well, not me exactly. More like the little voice in my head.

Readers of a certain age will recognize the title as a play on the name of a movie from 1969 about travelers on a whirlwind, 18 day tour of Europe.

I can relate, as I’ve been on my own whirlwind tour of the US. Since January 21, I’ve spoken to 10 wonderful groups in the following cities:

Philadelphia … Sarasota … Orlando … Tampa … Minneapolis/St. Paul … Richmond … Raleigh … San Antonio … Milwaukee … Sacramento.

And when you get this, I’ll be in St. Louis.

What do you do if a customer or client has a complaint or a concern?

1. Acknowledge the complaint or concern and let the person know that you get where they’re coming from.
2. Listen. I mean really listen with your full attention, as receptively as possible.
3. Hear what they’re saying … as in let what they’re trying to tell you really sink in.
4. Deal with the issue in an appropriate way.

Please note that the first 3 steps all have to do with communication. People want and need to be heard.

Here’s what you don’t want to do.

1. Downplay the seriousness of the concern.
2. Disclaim responsibility.
3. Shift blame.

The word mad has two meanings. You’ll see how they both relate to the following story.

I hear two voices.

One is confident. The other scared.

One believes. The other expresses doubt.

One sings. The other whimpers.

One voice belongs to an adult … the other to a five year old.

The voices are my own.

I don’t speak on the same subject everywhere I go, but in one of the speeches I give on how to build a business, I talk about the importance of serving your potential clients vs. selling them.

There are two ways to go about getting new business. You can use clever marketing strategies to entice people to give you a look. Then, with your foot in the door, you highlight the benefits of working with you. All that’s left is to close the deal.

There aren’t many eight-year-olds who have their own businesses, but this little guy does. His name is Thomas Compton. He’s from South Carolina and he raises chickens, goats, and calves. He also tends his own garden.

He’s been selling his produce and 3-4 dozen eggs a day to the local market, as well as marketing his produce directly to the public on Saturday mornings at the community tailgate market since he was three years old. And he’s been saving his money.

Last year when he was seven, his parents asked him what he wanted Santa to bring him for Christmas.

“A shaved Ice Stand.”