It is weird when a topic comes up with multiple coaching Clients, in the same day, when that topic has not come up for months or longer.
Four Clients, one needed to be firm with her Assistant about her service standards. Another needed to be firm with the less productive Agents in his company. A third needed to be firm with a partner. The fourth needed to be firm with Clients whose delays were threatening their transaction.
One Client said to me, "Rich, I don't want to abrasive. That's note me."
I told him that you can be firm and be nice. (This reminds me of what Patrick Swayze said to the bouncers in the movie ‘Road House.' I also tell people to watch Kyra Sedgwick in the TV program ‘The Closer' to see firm with a smile.)
In fact I told him that without learning to be firm he would continue to be frustrated, out of control, and limited. And that he could be firm without being abrasive, firm and nice.
It is a good lesson and a talent that is necessary to learn to achieve high levels.
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