Monday, December 11, 2006


by Bob Burg

I recently received a letter from a reader who was totally frustrated and disappointed. "I didn't win", she wrote, "no matter how you want to look at it." Basically, she had made a deal for a home loan rate with a mortgage broker who didn't follow through and complete the paperwork. At closing, she was hit with a higher rate. The agent was on vacation and his boss wouldn't relent, "No matter how much I tried to win without intimidation."
Here is the principle she, and each of us, must always keep in mind:

There are some people with whom WWI will not work, at least "right now". The boss, in this case, is a classic example of one who lives in the problem instead of the solution; he doesn't care, and he is a person who decided in advance (In other words, "My mind's made up; don't confuse me with the facts.") Making things right for the customer was simply not on his agenda. He isn't that way. Why not? As Jim Rohn would say, "I don't know...he just isn't." :-)

Now, the solution: Find someone who is. It might be *his* boss, or the corporation for which he works. Or there might be a legal recourse, as a verbal promise was made. Perhaps his local association's ethics board would have something to say. In other words, "Find the person who can make a difference."

Key point: as you're doing so, make sure to handle everyone in a WWI-type manner. Be extremely nice, send lots of thank you notes, acknowledgments, etc. to everyone with whom you converse. Be the "good guy" and get all these other people working for you in order to make things right.

When it comes to WWI, sometimes the front door is not the one you're going to go through. Fortunately, most homes have lots of other doors (and windows, as well).

Uh, by the way, if you are a burglar and live in my neighborhood, please disregard that last paragraph. :-)

Bob Burg

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