I was working on my computer the other day and You’ve Got Mail was on. Now I don’t admit to watching it because I’m a guy and guy’s just don’t admit to those things, right? My girlfriend put it on. I found myself watching this part where Meg Ryan was doing holiday shopping, I think at the grocery store. There were tons of people there included her arch-enemy Tom Hanks. She goes to check out and finds herself in a cash-only line with no cash (do they still have these?). Honest mistake right? It could happen to anyone.
Unfortunately, it’s holiday time. Everything is crowded and everyone is stressed. The guy in line behind her complains to the rest of the line. The cashier, Rose, has no reaction when Meg Ryan asks for help this one time. Meg Ryan continues to apologize profusely when Tom Hanks appears and offers to help. Of course, Meg Ryan wants nothing to do with him at this point but something amazing happens…
Tom Hanks smiles, says “Rose what a great name” and introduces himself and Meg Ryan. He goes so far as to say “Happy Holidays” to Henry, the guy in line that butts in. He politely says “Happy Thanksgiving” to Rose and even asks for a response. Tom Hanks goes on to make a joke with Rose to loosen things up. He ends up getting Rose to run her credit card. By this point Rose is smiling and Tom Hanks leaves. Meg Ryan then apologizes again and you can watch as Rose’s face changes and Henry chimes in again.
What can we learn from this?
- Tom Hanks has no need for approval. Meg Ryan feels the need to apologize because she’s worried about what people think and wants them to know that she is sorry. Tom Hanks comes in and establishes himself as a person.
- He doesn’t get emotionally involved. Meg Ryan probably has a bunch of emotions running through her (embarrassment, despair, guilt, etc.). In fact, Tom Hanks uses posturing to get Rose engaged in the conversation and get a response out of her. He uses humor in the face of adversity.
- When the timing is just right, Rose is engaged and responding, Tom Hanks just asks.
A nice simple 3 step process. Do you make selling look this easy? If not or maybe you don’t understand some of the terminology ask Rick, he taught me.
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