Something old and… The pause…

Something old and… using it again!

Remember the pie chart someone explained to us on or near day one in the business? It depicted how warewashing costs broke down. It illustrated graphically that chemical expenses were a small fraction of either the cost of labor, or energy, utilities, or equipment maintenance.

Yep, we do remember. But when it comes to its use today it’s likely way back there in the recesses of our memories where it’s of little use.

So maybe it’s time to resurrect that tidbit and put it front and center to sell the entire range of our services. In the dishroom we struggle over the almost minuscule cost of chemicals when the impact we can have on labor, energy and maintenance is largely glossed over.

Instead of that myopia, maybe we need to refocus on the dollar impact of our services. If you’re a full service provider, that wash pump replaced at cost will eliminate a service charge that can easily offset that month’s entire chemical costs.

In the laundry implementing more efficient formulas, or training the staff to properly sort and load is a service that has real dollar savings impact. And if you’re using a detergent system that lessens the deterioration of fabrics so that its’ replacement cycle increases by just one year, that number will easily pay for the chemicals for several months or more.

The pause … that pays

We’ve all heard the saying “silence is golden”. And while it’s certainly true, it’s not nearly as certain as the fact that silence can be even more powerful than talking. And that’s never more important than dealing with a contentious buyer, or just that guy who just isn’t listening.

Either of those challenging personalities poses a tough task. First let’s deal with that bad listener. There a “pregnant” pause inserted before you reply can make him pay attention. That “dead air” moment will likely gain his focus – if for no other reason than his unmet anticipation of what he thinks you’re about to say.

If it’s that contentious type, an unexpected pause inserted before your reply to his harsh, or even accusatory comment can likewise focus his attention. That might be exactly what the doctor ordered to prepare his mind to consider an idea that’s contrary to his position on the issue at hand.

Disciplining ourselves to take that moment to pause might also give us a very worthwhile opportunity to reconsider whatever we were about to utter – and which might not achieve our objective in that sale or tough discussion.

 

Next up: Stopping his chatter.