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Sales Commandment 6: Answer Your Phone; Be There


Guest articles > Sales Commandment 6: Answer Your Phone; Be There


by: Daniel Milstein


Selling isn't a 9:00 to 5:00 job and this is especially true when you're starting out. It can be an all-encompassing job where you must be available 24 hours a day, seven days a week, 365 days a year, especially if you are selling to clients on a national scale. You need to be accessible.

I have a framed napkin in my office that illustrates the value we place on accessibility. It's a reminder of an event that occurred late at night after we had enjoyed an evening out at a restaurant to review the week's successes. It was about 2:15 a.m. when my phone rang; it was a transfer from my sales line. I answered and obviously surprised the Dallas-based airline pilot who had just landed after an overseas flight and intended to leave a message about his desired loan. He was shocked that someone picked up. However, I told him I had plenty of time to help and proceeded to use a cocktail napkin to take an application for a $450,000 loan with 20 percent down. I thanked the pilot and said I would get him a rate quote as soon as the market opened.

After our conversation, I turned to my associates and said. 'Do you think he would have called someone else after leaving a message with us?' He certainly would have. But since I answered the phone and impressed him with my dedication, I had made a lifetime client. We worked to get his home financing completed in a timely fashion and closed without any hitches. Pilots frequently move so they can be great referral sources. To date, this pilot has recommended at least seven clients to me, who also have referred their friends. The 'ball has continued to bounce' because we were available late at night and had a 15 minute phone conversation.

In another instance, a celebrity photographer called from his hotel room in Florida. He, his wife and newborn child were stuck in a hotel room because his current lender was unable to close their loan as promised. I took his call at 9:00 p.m. on Friday, while most people in the industry were relaxing after another long week. I called in my support team over the weekend and we used all of our resources to close this loan on Monday, less than 72 hours after he called. Ever since, this customer has sent me many of his supermodel and celebrity clients, as well as family members from throughout the country. Had I not been available right then, he probably would have gone somewhere else.

The point is: as a salesperson, you must make yourself available whenever, wherever. Answer the phone at dinners, in the middle of the night, early in the morning; you want people to completely trust that you will be there to take care of them whenever a problem may arise.


Daniel Milstein is the bestselling author of ABC of Sales. For more information, visit:

Contributor: Daniel Milstein

Published here on: 20 Apr 14

Classification: Sales


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