Dumb Things Businessmen Do - Lesson 1: Voice Mail

I was thinking about starting a sub-series in this blog for dumb stuff that I see/hear that foreign businessmen do in Japan. Some of this stuff is amazing. But, nah, there'd be no end to it.

They say the manners and common sense of people are getting worse as the years go by, and I agree... But recently I have actually experienced some especially dumb things foreign businessmen are doing in Japan. Here's two examples:


I call up a guy up on the telephone to talk to him about business... He needs advice and asked for my help. Not being the kind of guy to say "No!" to someone asking for help, I called him back.


The phone rang and rang. I was thinking, "Oh? he isn't there." I was just about to hang up when it clicked and the robot-lady said, "Connecting to the voice mail system."


"Oh, well," I thought, "I guess I'll leave a message." 


I usually hate leaving messages because, nowadays, your number shows up on the receivers telephone so, you'd think they'd call you back, especially if they are in any kind of sales (and in today's market, who isn't in sales?). I also don't like to leave messages since I think it is faster for me to call back (as well as thinking that my business associates should be treated with respect) and, well frankly speaking, I hate listening to some of the dumb messages people leave on their answering services. You know, long and boring ones that take more than 20 seconds to get through? Need an example?


Here's silly example #1: Ones that are spoken very slowly and say stuff like, 


"Hi this is so-and-so. I... can't... take... your.... call... right.... now.... but.... if... you... leave... your... name... and... number... and a message... and... what time you called, as well as the best... time... to... call... back, I'll get back to you as soon as I can. Thank you. Please leave your message after the tone." 


Here's silly example #2 (even worse than #1): 


"Hi this is so-and-so. I... can't... take... your.... call... right.... now.... but.... if... you... leave... your... name... and... number... and a message... and... what time you called, as well as the best... time... to... call... back, I'll get back to you as soon as I can. Thank you. Please leave your message after the tone." Sounds the same as #1? Nope. Because then they'll repeat the same thing in Japanese too!

Isn't that unnerving? What a waste of time! I know you can't take my call right now otherwise I'd be talking to you and not your machine! Instead of that, how about an 4-second, "So-and-so here. Please leave your name and number and a brief message and I'll get back to you"?


Time is important. Time is the only nonrenewable resource. Don't waste your time and certainly don't waste mine.... Especially don't waste the time of business and potential business relations.


But I digress... Back to my story. I called the guy up and the, "Connecting to the voice mail system" message came on. I listened to the message and was ready to leave a very short, "This is Mike Rogers. Please call when you have time" message. But I couldn't. I was floored that this person had an even dumber and more ridiculous message than the typical example I gave you above. This person's message was:


"Hi! I'm so-and-so, sorry I can't take your phone call right now. Please call again later."


What!? This person just costs me ¥20 calling them to hear a message that they can't answer the phone and they won't take a message? Is that anyway to run a business? If that's what they are going to do then turn of the phone answering machine and save people ¥20. Think about what you are doing! If I were a potential customer, do you think I'd ever call them again? No way.


This is not just a question of ¥20! This is a question about common sense. Do I want to do business with someone who is so lacking in common sense? Probably not. 

Money is money. Money is renewable. Time is not.

Good businesses think about accommodating their clients and potential clients. This is an absolute no-no and I hope that these people stop this foolish nonsense and get serious.


Never forget, in Japan, the customer is not always right. In Japan, the customer is God. 


I wonder if God appreciates having time wasted in telephone calls... I certainly don't and I don't like to have to pay extra to do it. 


I'm sure potential clients would agree.

Good Salesmen Do Not Sell Their Product.. They Sell Solutions for Customer's Problems

Never forget: Everyone is a salesmen. Everyone is a salesman every waking moment of every day of the week. Good salesmen sell what the customer needs and wants to buy. 


Always think about the needs of others and what they want and provide solutions for them and you will succeed.


I got a phone call from my oldest daughter the other day. She is a professional Jazz vocalist in a very famous company here in Japan. In her company are some of Japan's top stars. That company is getting ready to release her debut album.


She phoned me, and in a nervous voice, said, "Daddy! I am at this giant meeting of music industry presidents and executives. They are listening to my songs. Things are getting really serious now. It is exciting but very scary. What shall I do?"


I wrote back to her: "Imagine that your life is a movie and that you are the star actress. What would she do in the movie? She'd 'wow!' those people. Give them what they want. They want a star, and they want you to be that star. So, give them what they want. It's simple."


She later wrote and email to me and thanked me and said, "It went great!" 


What did she sell them? Did she sell them what she wants to sell (herself) or did she sell them what they wanted to buy (a dream)? She did both. But she was smart enough to put their wants and desires first!


A few days ago, I got a call from a very dear friend who is a salesman. He wanted my help. He called me and, in a nervous voice, said, "Mike! I need to go meet the industry people. I want them to buy our products. This is really serious now. It's exciting but the pressure is on. What shall I do?"


I wrote back to him: "Imagine that your life is a movie and that you are the star actor. What would he do in the movie? He'd 'wow!' those people. Give them what they want. They want a star salesman, and they want you to be that star. So, give them what they want. It's simple."  


I hope he takes my advice to heart.


To be more specific, in the case of a salesman (and who isn't a salesman?), always remember what the client wants. If you go to the client with the purpose of saying, "I want you to buy my product!" Then you will most certainly fail.


You must always give people what they want. A good salesman will not go to meet clients and say, "I want you to buy this!" They will, instead, say, "How can I help you?"


Think about it. A good salesman at a clothes shop walks up to you and says, "How may I help you?" He  does not approach you and say, "I want you to buy this shirt." If he did say such to you, you'd feel offended and walk out.


Why do salesmen, when the shoe is on the other foot (pun intended), think they can do the same when they are selling their wares? No one cares what you want to sell. People are selfish. People are only interested in their own problems. They are not interested in yours. Good salesmen know this and, instead of selling what they want to sell, they provide solutions for clients. 


The other day, another friend called me and asked me if I would introduce him to my other friend who is the chief editor for the oldest, most widely read and famous women's magazine in Japan.


I asked him why he wanted an introduction. He told me that he wanted to promote his new online service to the magazine and, perhaps, have the magazine promote that service.


I asked if he was going to pay for the promotion or advertising. He said, "No!" I then told him that my editor friend is approached, I'm sure, dozens of times every week from people wanting him to use this powerful marketing tool to promote their product. But, if I introduce him to the editor, what is the benefit for the editor?


He couldn't answer. He hadn't thought of the editor's needs. He thought only of his own needs. 


Let's look at this simply. What do these two parties need?:


Mr. A owns a new social media service. He needs promotion. He wants Mr. Editor to promote his service in a famous magazine. 


Mr. Editor runs a famous magazine. He needs advertising revenue. He needs to increase readership. He needs to generate future income. Does he need to promote a new web service? No. And, if he does, will that help him achieve any of his goals? No. If he does or does not help Mr. A, will he make more or less money or will readers increase of decrease? Nope.


Mr. A needs to be thinking more about Mr. Editor's needs before he can even hope to get anywhere.


I haven't introduced Mr. A to Mr. Editor. Mr. Editor is my dear friend and will always pick up the phone when I call because he knows I am always thinking about how I can help him. I never "Take. Take. Take." He knows that. He knows that, if I call him, it's always to his benefit to answer.


After all, I am a salesman too. 


Whether with an introduction or none, the good salesman will always be able to open doors and start conversations when their approach is totally geared upon providing a solution to the prospective customers needs.


The client is not interested in what you want to sell. The client is only interested in finding a solution to their problem.


If you can be a part of that solution, you will be a great salesman and make big money. So remember to always think of your prospective customer needs first. Never meet a new client and start discussing your product. Always start discussions on their problems and needs. Sell people what they want to buy. Sell them a solution to their problems.