“Yeah, you’re gonna need to buy a new phone.” The response I got from a Best Buy rep when I walked in the door and explained that my phone was having a hard time charging.

“Really? A new phone just because it’s not charging.” I responded. “Well, why don’t you talk to Mike; he’s our mobile expert.”

Ten minutes after talking to Mike, my phone was fixed.

Mike had the expertise and took the time to ask more questions rather than jump to an answer. It turns out the port (where the charge cord goes) had lint in it, and Mike was able to clean it out.

What is impressive is how the first rep seemed to be so confident in their answer, and only when I pushed back did they refer me to the mobile expert.

The key is to stay persistent.

In sales and leadership don’t stop after the first obstacle. Press on. And when you get an answer you don’t want, ask to speak to someone else. Or ask more questions that will provide you a better solution. Too many times, we fall victim to bad advice and feel as though that is our only option, and yet when we stay persistent opportunities appear.

And we don’t have to buy a new phone…at least not yet.

by Eric Papp

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