You know that moment I mean. You’ve been chatting along nicely with your potential client for fifteen, or maybe fifty, minutes, and suddenly things feel different. A bit wobbly. A bit… on the edge?
The energy changed in the conversation, in ways both subtle and dramatic. Nothing you said, nothing they said. But suddenly, you’re in a different conversation entirely.
It’s real. It happens. And It’s called “The Pivot.”
The big question: can you pivot without going over the cliff edge?
If you keep talking as you were, you’ll shoot right past the Pivot and the energy between you and your potential client will go completely dead. (Which isn’t a disaster, you can recover, if you stop in time.)
If you lose your confidence here and start to stutter, stammer, or hem and haw about what’s next, you’ll sink all the great rapport and trust you’ve already built up. This is called “unselling them.”
I call it unselling because often, when you reach the Pivot, if your client is destined to hire you they’ve already decided “Yes.” Yet, they are waiting to see, usually subconsciously, if they can trust that decision.
Hem and haw, stutter and stammer, act indecisively, and you’ve unsold the yes.
Before we talk about what you do with the Pivot, let me explain what’s going on.
What Is The Pivot?
In any effective sales conversation, the majority of what’s happening is that you, the business owner, are asking the potential client lots of questions. They’re asking questions, too, but you’re asking more.
You’re asking about the past, the trouble, the struggle. Anything you need to ask them to understand their situation, to discern whether you can help them, and if you can, how you would help them.
This eventually gets you to the Pivot. There’s more to what I call Compassionate Questioning than just throwing questions at them, but let’s stay focused on the Pivot.
The shift of energy represents a shift of focus. The reason most business owners are uncomfortable is because they conceive of it as a shift from talking about the potential client, to talking about themselves.
Of course a shift from “you” to “me” is going to feel uncomfortable. “So, enough about you. What about me? You want to hire me?” Smooth…. doesn’t that feel icky?
It’s good if you’re uncomfortable! It means that your heart actually suspects the truth, and knows that talking about yourself isn’t what’s needed.
The shift from “you” to “me” is a tragic misunderstanding of the Pivot, because that’s not what’s going on. The shift is actually one from talking about the Past and the Present (the past struggle and the current situation) to talking about the Future.
Because the energetics of the conversation is now living in the future, continuing to talk about the past or present feels dead. And, talking about yourself is uncomfortable, because it misses the point.
The point is, where do we go from here? With an emphasis on “we.”
Weeeee Into the Future
Now that you know what has happened, what do you do? You ask the question that is poised on the Pivot, which is what you’re wondering, and what you’re prospective client is wondering… “What now? Where do we go from here?”
This is what some traditional sales people call “The Close” where you hone in for the kill, extracting cash from your hapless prospect…
Actually, I call it “The Opening” because, if this person is meant to be your client, it’s the beginning of a very fruitful relationship for all concerned.
Imagine yourself in the Pivot with someone you know is your right client, that you have great rapport with already, and what would you say or ask to move into the future?
There’s no one right answer or magic script, although there are some risk-free variations on a future-oriented question I teach in the Sacred Moment Seminar that helps to negotiate the Pivot without any awkwardness whatsoever. But right now I’m curious, what would you say to pivot with them, and to keep from going over the cliff edge?
Listen to your heart, and let it speak or ask what is true.
p.s. Want to get to the heart of effective, spiritually-based, non-manipulative selling?
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23 Responses
In my most recent successful pivot moment, I had asked the two leaders I was speaking with about their needs, and the needs of the organization, had reflected back what I thought I was hearing, paraphrasing and articulating connections I thought might be there, and I had answered their questions about my background and experience. They then asked me to talk about what sorts of things I might bring to their organization, and I spoke about some options. We moved through the pivot with the question “So what would be most useful to you?”
Tasha Harmon
Facilitator and Coach
People contact me after reading my newsletter and or jumping around on my website.
They often then usually ask:
“What is it that you do?”
Or
“What is Seishindo?”
My basic reply is:
In Seishindo, we
Thanks for providing specifics and an actual process – I have a similar one, this helps hone it. Much appreciated! And thank you Mark for this post that brought such wonderful information to light.
So glad I could add, Karen. I bet your process was already pretty sharp.
Hey Charlie- I love the detail you’ve given here- and to see the distance you’ve come since you first allowed me the honoring of critiquing your site for Heart-Centered Websites. No particular feedback, other than I wonder how much of that conversation- the explanation- could be on the website, so there’s very little explaining you have to do in person. Otherwise, strong.
Hi Mark,
From your mouth…..
To my website…
The first part about what I do and the five modalities will go on my website.
The second part…
I’m going to create a questionnaire as a give-away.
Thanx yet again!
cb
Great pivot question, Tasha- very close to what I teach. Isn’t that easy? So beautiful.
Yes, it’s great when I am alive to the flow and listening well for when the pivot happens. I am excited to do the Sacred Moment seminar in February and get better able to create this clarity and flow really consistently in my interactions with people who are interested in what I bring.
Love how help us all do a better job of focusing on the energy and vibe of ‘things’.
As I’ve gotten less anxious @ myself and my business, I find it easier and easier to tune into the energy and vibe of the conversation with the person in front of me.
I am seeing the other person as less as a prospect or someone I need to convince of something about myself or about my services —- but more of someone I want to know and understand, and to determine if “we” is a really good idea.
The way you articulate ‘ the pivot’ is outstanding!
Helps us all move closer to that ‘idea’l — more of being with another, paying attn to the flow of the conversation.
Less of trying to ‘manhandle’ the “sale”.
An interesting balance – but wow – when I find it it, it really works.
Mark, Once again your language and ability to articulate the fine art of ‘Being’ in business is appreciated and taken to heart. Thank you!
Right on, Suzie- thank you! And I love to hear that you are becoming less anxious about your business. 🙂
Thanks again for a great call yesterday, Mark. I am still sorting through all the gems you offered.
In response to your question, I find myself working past the pivot by offering potential clients a complimentary session to “see if we are the right fit and I am confident I can help you.”
By the end of that session, I handle the second pivot by saying “Yes! I can coach you!” only if it feels like yes (I’ve sent a couple of people to therapists, instead), and by then they also feel the connection and are ready to hire me. I usually shift to asking something along the lines of “how often would you like to see me, twice or three times a month?” And we go from there.
You are so welcome, Julica. Right on- sounds like that’s being really successful for you- fantastic!
Hey Mark,
Good call! I’ve worked through your Sacred Moment/Conversation at home course I purchased maybe last spring and found it really helpful.
You are so right that it’s not a close, but an open. A close means you and your potential client decide not to go on a second date. Once I saw it was an open and I needed to stay open, it made the pivot easy to do.
I must say this in every comment I leave on every blog, but we’re trained to be frightened little children who grow up to be frightened big adults. Being afraid to have a sales conversation is just another example of our ludicrous training.
We’re trained to sit at desks and stare forward and only speak when we’re asked a direct question.
Great if you want be a peon. Anything else? Causes issues.
Unlearning is needed to be good at sharing our gifts!
Many thanks for contributing to my unlearning. G.
Giulietta- definitely couldn’t agree more that so much of our stuff originates in childhood experiences. And thank you for your kind words!
Mark, thank you once again for sharing your talent in putting words to the feeling. What a perfect description, and such an important shift to make to seeing it as an opening.
Giulietta, thank you for your comment, “A close means you and your potential client decide not to go on a second date.” A lovely way of reframing the situation.
Blessings and light!
Sherrill
Hi Sherril- you are so welcome. Glad it landed for you- it certainly helped me tons, when I saw it this way.
Do those pivotal moments also occur in electronic conversations I wonder? Oh – I’ve lost you already haven’t I 🙂
What a wonderful teleclass Mark 🙂
Thanks so much. I feel and opening in my heart, lightness and even joy at the thought of having these conversations with my potential clients
What a shift!
I love the way I feel now. Can go to the seminar but I’m looking forward to listening to the course.
Lots of love
Charo
Glad you liked it, Charo! Woo-hoo!
I find it easier to convert the client if they come to me. I guess everyone would as the balance is different. I really do struggle to convert to a sale if I have initiated the conversation. I will give what you have said a try. As the saying goes practice makes perfect.
Thanks
It’s so true- that’s the point of the three journeys- getting people to come to you first.
An interesting topic. I think a lot of dealing with the “pivot” is experience. When I first started consulting I would talk too fast, stammer, and generally ruin it for myself long before the client could 🙂
Hi Zac- so true. Experience does help- and by practicing and being aware, you can often speed up the learning process.