Sales through Service 4


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Part 4 in a series of articles from Sales Through Service: How to make customers want to buy again and again and again (because you’re so ‘great’!) by Guy Arnold


Issue Number Two – Things not getting done

How often do we have meetings and arrange things that simply just don’t get done? All the time?

Of course: you’re normal: this happens all the time.

So how do we make things happen and get things done?

Again: counter intuitive: people will only do things if they want to: you cannot force them to do them (unless you want two people doing one job at the same time!). You can only create the circumstances where they want to do it excellently and joyously.

So how do you do this? We suggest you use the format of a win/win agreement which goes like this:

Intent: the intent of the conversation is to find an outcome that all parties are happy with and committed to.

Desired results: the desired results for the person doing the job are win/win

  • A win for the Individual: the things that the person will feel motivated by and which are congruent with their role and goals, (things that they will feel committed to that meet their own personal and emotional needs).
  • A win for the Organisation: the things that the Company needs to get achieved, (the results that everyone is aware of and aligned with).

Guidelines: the conversation and the meeting where we discuss what’s going to happen and we thrash out ideas and different scenarios.

Resources: the resources that will be needed to make the above guidelines happen: time, people, money and anything else.

Accountability: how we will hold each other accountable, what measures we will use, and when we will meet and discuss progress.


  • What are the consequences of success? What will we do next?
  • What are the consequences of failure? How would we move forward and what price would be paid by whom if this doesn’t work out?

This is a simple format, but very few people use it because everyone is so busy being efficient, they are forgetting to be effective: effectiveness requires great relationships and long-term efforts on clear, intents, desired results and aligned goals, and using this format to achieve win/win outcomes. But, so often, people are so busy putting out fires in their business, that they don’t have time to install sprinklers and a fire alarm!


Next Time:

Issue Number 3 – People not having enough time to work on their business because they are so busy working in their business.

Republished with author's permission from original post.

Guy Arnold
Guy is the author of 'Great or Poor' ( ) … a simple and effective system for delivery of consistent and continually improving customer experiences, 'Go the Extra Inch' the effective way to empower your people, and 'Sales through Service' ( ) how to sell more through repeat business, referrals, round sales and reputation (the 4 R's). Guy helps Organisations large and small to systematically make more sales for lower costs, through 4 simple principles.


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