There are some things that are very scary! Selling might fall into that category for some. Cold calls, networking at events where you don‘t know anyone, or even just being a new team member and not understanding all the products can create a lot of anxiety.

I bring up this scariness factor because I want to talk about fear in this week‘s newsletter. Last week I became an expert in dealing with fear. First let me say that my family and I enjoyed a wonderful vacation in Puerto Vallarta. During this wonderful week, my grown children thought that we should experience the Vallarta adventure. https://www.vallarta-adventures.com/tours

The short version of this excursion is that we rode an inflatable motor boat (fast) across the ocean, a bumpy open air army looking truck, up what might have been a road, then strapped ourselves into very unflattering zip line gear – that included a helmet (thank goodness), rode a mule even higher into the jungle – (I don‘t know how I didn‘t fall to my death as he lumbered up the cliffs – I‘m glad the mule knew what to do), and then finally hiked to the tops of the trees.

From this point on the story is all about getting down and down and down. Twice I tried to negotiate my way out of zip lining or repelling in a couple of spots. I knew there just had to be a way to walk – I can walk with a minimum amount of fear. No such luck. Our guides were far better sales people than I. “Lean back senorita – put your foot on the rock and go!”

Ok – I‘ll admit, zip lining is a kick. I‘d do it again. There‘s something pretty spectacular about flying through the jungle suspended on a clothesline rope (maybe it was better than that). There were moments when I yelled, “I‘m the queen of the jungle.” Truly, that was a way to mask my fear. After reviewing all the pictures I look scared out of my mind. After the first platform and not falling into the trees, I felt like I could handle the zip line portion of the trip.

The very scary part came after about 4 successful swings across the trees. As I gained confidence, they began to tell us how we would repel. At this point, I remembered there was an entire class in college to teach repelling. That‘s a full semester. I received a 2-minute description of how to repel 100 feet straight down the flat-faced rock of a waterfall. OK, I got 4 minutes of instruction because I was too scared to really lean back and go. I tried everything I knew to close the deal so that I could get down another way. I nodded yes as I said, “There must be a chicken way to manage this part of the excursion.” No. Then I said, “I‘m pretty sure I can‘t do this.” I gotta tell you I was super scared. Finally, I begin to offer money for some alternate way down. No go. “Senorita, lean back and put your feet on the rock. Keep them flat.” It was the longest 100 feet of my life. I was grateful to God when I landed in the water (No, I didn‘t fall). Then it dawned on me that my husband and my children also had to get down. When Jerry, my husband, finished this part of the excursion, we sat together on a rock. I was never more in love with him than I was in that moment, even after 30 years.

We followed this part of the 4 ½ hour adventure with a free fall down another waterfall, more zip lining, and hiking. I will say that once we passed the repelling, it was all downhill from there. (pun intended) The confidence and joy of making it through the journey begin to take hold. I won‘t say that I quit being afraid each time I zoomed off of one of the zip line platforms, but I did gain confidence. After almost a week of reflection, I‘m certain that many things used to cause me anxiety that are completely gone today! Everything is based on your point of reference. From last Monday till the end of my life, I always know that whatever may seem scary CAN‘T be as scary as repelling down the flat face of a waterfall.

How do you handle your fear? Are you in a job that scares you a little? Does it make you nervous to make a cold call? Keep doing it – even if you are afraid. It gets easier. When you have success, I promise your confidence will grow.

If you enjoyed this lesson please share it with your staff.

Happy selling!

Good luck with training your staff during 2010 and beyond. If you have any questions, please feel free to contact me at beth@trainertainment.net.

Beth contributes an article monthly for Replay Magazine titled The Party Professor. If you want access to the archive of “The Party Professor” articles (and much more), sign up for Xpress Training TODAY!

With all the attention given recently to guest service, and the fact that I will speaking on “Party Host Selection and Training” at Bowl Expo this year. I felt it appropriate to re-run and article written (March 2009) by one of the smartest most beautiful women I know. She is a Senior Vice President at Bank of America. She has a business management degree from Texas A & M. She’s the eldest daughter of one of the most wonderful families I know.

OK – Leslie is my daughter, and I’m so happy that she took time to share her travel story with me that I just had to share it with you. Les is a tremendous leader and manager and has been one of TrainerTainment’s biggest fans. Her insight has always helped me understand training in a way that, generationally, I might suffer a “gap” if not for her.

First Impressions Happen Only Once!

Traveling for business is not as glamorous as one might think. You spend long hours in the office, followed by long hours of drinks and dinner with work associates. Those evenings become a continuation of the work you walked away from at the office. There is no break or balance, so when it’s time to go home, you are ready to go home!

Today, I was leaving from a short 2 ½ day trip that felt more like 10 days. I walked across the parking lot and spotted a driver of one of the local car services in town. I waved and asked, “Can you take me to the airport?” His answer was very enthusiastic, as he ran over and told me that he’d been waiting for me all day, and, of course he could take me to the airport! Instantly I knew I was in good hands! He quickly whisked my heavy bags into the car and then made sure he was around the corner to open the door for me.

When I asked him if he accepted a credit card, he said, “Ma’am whatever you need, I’m here for you!” I was delighted that he did not breathe the normal heavy, irritated, sigh I so often hear from cab drivers. When we rolled to a stop light, he pulled out the credit card machine and took care of the transaction then, so there would be no wait time once we arrived at the airport. I was running right on schedule, so every minute counted! His energetic attitude was fantastic, and he seemed genuinely enthusiastic to help take care of me in every way. It was easy to understand that this guy’s total mission was to do everything he could to understand and deliver what was best for his customer.

While we were riding together, he shared his business philosophy with me. He told me that his goal was to never say no to the customer. His passion for the role he plays in taking care of those he transports around town is undeniable. It made it easy for me to decide what I would do on my next trip when he told me about his returning passenger service. He explained that all I needed to do is tell him my flight number. There will be no need to stress about airline delays or follow up calls. It is his commitment to track the flight, be there when I land, and call me upon his arrival. WOW–One phone call and I avoid the 20 minute cab line, ride in a clean comfortable car, and have the assurance that I’m in good hands!

When we arrived at the airport, he pulled out his business card and told me to look at his title. Underneath his name he had added “Director of First Impressions”. He told me it was all about that first interaction. He believes that he gets one chance to make sure he provides that top care for his customers. When he gets the first impression right, then it gives the customer every reason to only use his services.

He got my bags, helped me out of the car, and was sure to shake my hand before we parted. As soon as I got through security, I pulled out his card and programmed his number into my phone.

When you think about all of your interactions and experiences with people, remember the first impression is what matters most. My first impression today with this driver is that there is no substitute for service and passion for the things you do. All leaders could serve their staff and customers at high level when they apply this passionate service lesson in their day to day routines. I know I’m going to follow my driver’s example.