If You Are a Small Fry don't be Scared to Take on The Big Fries

byAlexEvans

11.9K followers

6 years ago

The thing about big fries is that they won't even give you the time of day if you are a little fry.

Don't sweat the big fry stuff, just stick to your little fry game plan and do well.

One of the things I have noticed since coming to the online world is that when we get to deal with larger fries, they always seem to come from a position of power, they are right and invariably you are wrong.

This universal law can aptly be demonstrated when trying to contact your, Telco provider, or for that matter the social media platform that you are involved with. When one finally does get through, that can be the beginning of what can be a long saga to sort out your woes.

Another universal Law; they are in the communication game but are the very worst communicators!

Enough said, the crowd says " tell us something we don't know ".

Well here's a good trick, instead of complaining, just ring the new accounts line you get straight through, just say " oh sorry I must have rung the wrong extension, couldn't put me through to someone that can help ".

If you understand how, call center's rock and roll, they will do as you request and usually you will get someone further up the food chain and usually, you will get your issues sorted.

This is called the " subtle art of escalation", in negotiation, it will always work. Escalating your response will get results, the key is to go in without emotion, stick to your end game, never lose sight of the outcome that you are looking for.

I have just rolled off a little set to with a big fry, so had to up my little fry game, and definitely learned some valuable lessons in the process, many B2B issues work themselves out through chat, in the first instance. It is definitely an art form and far removed from chitty chat.

If you think in terms of tennis, all one has to do to stay in the game is to return the ball over the net, it is as simple as that.

After some epic rallies, we came to a position where all the issues were resolved both parties retired with that sense that all issues were resolved, the status quo remains intact and there is still that sense of mutual benefit and respect.

" If I had had a tantrum on the court I would have caught my self out and lost the match up. I guess at the end of the day the key is to conduct business without emotion but with unyielding passion, if that is possible, I believe it is ".

From the outset, we need to be aware of the level of risk we are prepared to accept, what we are prepared to yield and where our line in the sand is.

Some days in business it can be all about managing risk, when we step outside our front doors we are all taking risks.

In this line of endeavor, it is very possible to stand on the toes of a big fry, it can be a matter of not if but when. So on those occasions, if they do arise, always pays, to take, stock look at the overall risk to your business, if they are bringing emotion then it is time to yield a little and if it escalates;

Then think like an attorney or a lawyer depending on your Geo location they are trained to only ask questions that they know the answers to....... what usually transpires is that it could be rephrased, " that they think they know the answers to, okay that is easy fixed.

In business there will be push backs it can be all about how we handle them, and what we do about them. In terms of subtle escalation, it can be about creating doubt.

And just hitting that ball back over the net one more time, and if you chose not to it is your choice not to and that can be just as empowering.

So for all us little fries don't be scared to take on the big fries, you may surprise yourself, and in their surprise the big fry may offer you a job.

Shame we are working for our selves, but I guess consulting would be a very good second prize.