To Your Success
Ty Neal

Your guidance makes me want to learn even more.
Can you please tell me, how would you go for making someone forget
something like what day it is or their phone number or etc?

With a lot of respect!

Thanks for your kind words.

Before I deal with your question, make sure you go to my.maxpersuasion.com – it’s free and is the perfect place to ask these kinds of things. We have a GREAT community going and growing by the minute.

As to your question, it depends on what you are trying to get people to forget. As a rule, embedded commands are not sufficient, not even close.

With the waitress, it was the pattern interrupt that was doing the work. That is where I’d focus. I get into that at length in The Dark Side ll, lesson 2.

Hope that helps.

Hi Bob, my name is John and I’m a long time satisfied customer and I’m glad to talk with you because you can help me since today for me has not been so good.

Bob: Well, I’ve had better days myself but it comes with the job.

John: Well, being the manager of Electronics Super Store I would imagine could be a real challenge because you have so many customers and pressures to get things done.

Bob: Well yes it is, so what can I do for you today?

John: Well yes, alright, I asked Steve one of your employees for me to talk to the manager to explain this situation and said that you will be glad to take care of this and that your name is Bob Henley and I asked if you are a good manager and he said that you’re a great manager.

So let me tell you about a LITTLE situation I have and see how you can help me. I received an advertisement from you in the mail about a half an hour ago with a coupon for 25% off a 3-D flat screen TV that I have been eying for months in this store because my whole family will truly love watching it in our living room. So naturally, I was extremely excited to see the coupon because my wife and children love that TV so much and unfortunately the coupon has expired since my mail was delayed for three days because of a small fire in my local post office. Luckily, the coupon lived through all that and is still alive and doing well. lol

Needless to say, when we saw the coupon expired we were all totally disappointed especially my wife and children, so I rushed down here and asked to talk to the manager to explain this situation and Steve one of your employees said that you’ll be glad to take care of this and that your name is Bob Henley and that you’re a GREAT manager. Now all we need is to use this coupon so my family and I can enjoy this TV that we all love so much.

So, what steps can take so we get this TV for us today with the 25% off coupon?

Bob: John I understand your problem and I’d like to help but we have a policy here about expired coupons so it’s not as simple to honor it as you might think.

John: Ok, so you have a policy here about expired coupons but you understand my problem and you’d like to help and I appreciate that you understand and WANT to help. So as you follow along in our conversation you’ll have a better understanding of what I say.

Let me ask you something. You see, your store which is certainly my family’s favorite electronics store because you have high quality products and such a faithful dedication to customer service are two very important reasons we’re such dedicated customers of yours and we’ve spent OVER
$10,000.00 over the years with my wife’s big screen TV, iphone and ipad and whatever else she has and my children’s ipads, xbox 360, iphones, TVs just to mention a few of what we bought from your store. Hey, this means BY NOW we should own stock in this store. lol

Since the coupon expired because of circumstances beyond our control and if we received the coupon on time then we surely would have been here on time, then doesn’t it make sense to honor the discount coupon?

Bob: I’m sorry but it’s not company policy to honor expired coupons.

John: Certainly, I appreciate that right now you feel that it’s company policy not to honor this coupon at this time. What would happen if you just were go ahead and Bob DO THIS FOR ME, my wife and children because it clearly shows your unwavering dedication to customer service which could make you FEEL GOOD right now.

Bob: Well, yes it would make me feel good but like I said it’s not company policy.

John: Who says an innovative manager with leadership qualities like yourself couldn’t SLIGHTLY bend this rule just a bit? Now, would it be fair to say that since this is really a matter that is truly in YOUR hands as the manager, then you as the manager can in the best interests of Electronics Super
Store and it’s customers at least temporarily revise the policy which didn’t make reasonable exceptions in this case since it inadvertently overlooked that circumstances beyond our control like someone’s post office having a fire and delaying their mail for three days is something to make provision for in certain cases?

So, let’s just go ahead with this, shall we?

Bob: (listening quietly)

John: When you think about it like this, it definitely gives you the golden opportunity to take the initiative and actually step up to the plate and improve customer service as you see fit to honor this coupon in this rare exception, don’t you agree?

Bob: That’s beyond my control.

John: Now, wouldn’t you prefer to correct the coupon’s policy loophole by making this exception to make the policy more customer friendly and understanding of customer needs which they will obviously appreciate rather then let it undermine true customer service in this situation?

Certainly, I have complete confidence in you as a manager that you can do this and do it well like Steve said about you, by taking the bull by the horns and get this done.

Bob: Well, i appreciate your vote of confidence and I’d like to but I can’t.

John: So, you can’t but you’d like to and has there ever been an exception made for ANY coupon in ANY of your stores EVER?

Bob: Not to my knowledge.

John: So, if I show you that this IS the right decision and you clearly realize it, would it be fair to say that when this happens then it’s definitely a win-win situation for us all and you’ll go ahead with this?

Bob: Yes, it would be fair to say that if you can show me that.

John: That’s great, then this could be the first time that this policy IS updated meaning you took the initiative to improve customer satisfaction today even more. Let me ask you, is our store giving us 25% off going to adversely affect the bottom line? Will you lose any money? Do THREE measly days REALLY matter to a GIGANTIC SUPER STORE that takes great pride in customer service like Electronics Super Store?

Bob: Well no (lol), but I just want to be sure I’m making the RIGHT decision as the manager.

John: Now in light of what I said so far, don’t even think that giving me this 25% discount is wrong unless you spontaneously find yourself giving me the 25% off anyway because you convinced yourself for your own compelling reasons that it’s the right thing to do. Now with me, this is one of the major reasons I love this store so much- customer service.

Bob: Yes, we do pride ourselves on customer service but I want to do the right thing.

John: Naturally Bob, I appreciate that you want to FEEL RIGHT that you’re making the RIGHT decision about this because we both want to do what’s right, right? And what would happen if you went ahead and simply did this to improve your dedication to customer service and satisfaction because it’s the RIGHT decision? Now, if you’d be willing to do this, my wife and I would be willing to tell Bill Peterson the supervisor how helpful you were today since we come here a lot and he helped us in the special ordering of a gaming computer some years ago.

Naturally, whether you GIVE ME THIS DISCOUNT because you realize it’s the right thing to do in this special situation or you just do it because you recognize it would be wrong not to do it in this exceptional situation, either way we’ll both FEEL GOOD about this when we look back on having done this, and it’s important that we all win in this, don’t you agree?

Bob: Ok, let me think about it.

John: …and so, have you found that the more you think about HONORING this 25% off coupon today without adversely affecting your bottom line and making loyal customers even happier and even more inclined to buy even more from your store, the easier it is for you to see this is the RIGHT decision to make?

Bob: Well, you’ve put me in a tough position.

John: Well then, let’s just suppose for a moment that you did this in a way that respects your dedication to customer service and your highest values relative to this so that you’ll look back on this and FEEL GREAT because you did what was RIGHT in your heart and for this store and it made you feel really good? How good would you feel?

Bob: Well, I don’t know. I guess I’d feel pretty good.

John: Clearly, I realize it’s important to you to make the RIGHT decision but it’s most important to make the RIGHT decision RIGHT now. If you’re truly committed to making the RIGHT decision, then you must be truly committed to making the RIGHT decision RIGHT now because you realize it’s RIGHT and you’re the manager so you can make this decision, can you not?

Bob: Well yes, I am the manager.

John: So, when would NOW be a good time for us to simply go ahead and make this happen?

Bob: Ok then, I’ll take care of this for you, follow me to the cash register.

John: Thank you. I truly appreciate this Bob.

Bob: I’m glad to help.

(John, mjct777@aol.com)