Question from a fan: Rich, I just read your article on Conversion Verbiage and have a big question with the script.  When you ask the qualifying question, Do you have a minute? Why do you suggest tossing the lead if they say NO.  Would we not want to ask if there is a better time to call, or call them back at another time?  These people called on a listing, they are somehow in the process.
Am I missing something?

My Response: Thanks for the question, two things, first, the questions you propose is perfect.  That is, if there is a better time to call, or call them back at another time? 

Second, regarding asking for a minute creates a promise on their part to be patient with me for at least a moment.  If they say no, I would follow it up with your question above, “Is there a better time to call you back or should I not bother?”  Now the latter part of that may bother you also.

My philosophy is that if they don’t want to talk to me I want to make it easy and painless for them to get off the phone and know that they won’t be disturbed further.  It is also a little surprising to them to be confronted with such blatant courtesy and honesty so that it often softens them to say that I could call them back. 

I know that there are still lots of trainers and coaches out there that teach a more direct approach.  My experience personally and with my coaching clients is that the more direct approach takes a toll on the caller because they know that they are often treated roughly and have to both rev themselves up to make the calls and harden themselves in addition to being less well received by the recipient.  On the other hand the more courteous approach is taking the higher road and allows the caller to be more relaxed which is both better for the caller and much better received with greater results.

I judge by how I like to be treated.  If I have a hot meal on the table or if I am in the middle of a hot conversation, a good book, finishing a project or a myriad of other things that I want to get back to, I prefer to easily be let off the phone quickly than have to listen for longer, fight to get my request to get off the phone heard, or as often is the case to have to say (through their speaking), “Forgive me for what I am about to do.” And hang up.  

Finally, if you are having success without asking for a minute, don’t change.  I tell all of my clients that I trust their judgment and their experience. 

Again, thanks for your question and for being a potential fan.