July 1, 2025 • 16 mins
Here's a question that'll keep you up at night: What do you do when your emotions are sabotaging your sales performance?
That's the exact challenge posed by Kurt O'Donnell and the sales team from Joyland Roofing in Lancaster County, Pennsylvania. They're crushing it—doing $10 million in revenue with individual reps generating $2 million each—but they identified a critical weakness that could derail their ambitious goal of hitting $100 million in 10 years.
Kurt put it perfectly: "We need to actually learn how to read ourselves better and just be consistent. Emotionally consistent, even when everything else can heave around us. How do I show up at the door and be that consultant... and not just kind of be desperate because I had a few bad calls?"
If you're nodding your head right now, you're not alone. Emotional inconsistency is the silent killer of sales careers, and it's costing top performers millions in lost revenue.
The Hidden Performance Killer: Your Emotional State
Most sales training focuses on techniques, scripts, and closing strategies. But here's the brutal truth: Your emotional state in the moment of truth determines your success more than any other factor.
Think about it. You can have the perfect pitch, flawless product knowledge, and ironclad objection handling skills, but if you walk into that appointment carrying the baggage from your last three rejections, you're dead in the water before you even ring the doorbell.
Your prospects don't know about your bad morning. They don't care that the last homeowner beat you up on price or that your competitor just undercut you again. All they know is the energy you bring to their front door—and that energy determines whether they trust you enough to invite you in.
The Compartmentalization Imperative
The first skill every elite salesperson must master is emotional compartmentalization. Here's how to think about it:
That homeowner you're about to meet? This is the only conversation they're having with your company today. They don't know about your other appointments, your wins, your losses, or your quota pressure. To them, you represent their entire experience with your organization.
More importantly, their home is their biggest asset—the most valuable thing in their life. When they're considering a roof replacement or new windows, they're not just buying a product; they're making an emotional decision about protecting what matters most to them.
Their emotional experience with you is more predictive of the outcome than any other variable. People buy you first, then they buy your product. They buy you because they feel like you care about them, that you listen to them, that you understand them, and that they can trust you.
That doesn't happen if you show up desperate, distracted, or carrying emotional baggage from previous calls.
Process Goals vs. Outcome Goals: The Mental Reset
The difference between average performers and elite closers comes down to one thing: focus.
Average performers obsess over outcome goals. They walk up to the door thinking, "I need to close this deal." When they've had a few bad calls, they skip the relationship-building and go straight to pitch mode because they're desperate for a win.
Elite performers focus on process goals. They have a systematic approach: "I'm going to greet them this way, connect like this, ask these discovery questions, present like this, and ask for the business using this method." They trust the process because they know it works.
When you focus on running your process perfectly, you give yourself the highest probability of getting the desired outcome. Sometimes the putts go in, sometimes they don't—but you ran the process every time.
As one wise salesperson once said: "If you try to control the outcome, you're not going to get the outcome you're looking for. If you trust the process and trust yourself, you're typically going to get the outcome you're looking for."
Mark as Played
Transcript
Episode Transcript
Available transcripts are automatically generated. Complete accuracy is not guaranteed.
(00:04):
This is the Sales Gravy Podcast.
Hi. I'm Jeb Blunt, best selling author of
fanatical prospecting, objections, sales EQ, and inked, and
I'm here to help you open more doors,
close bigger deals, and rock your commission check.
This is the Sales Gravy Podcast, and it's
wisdom Wednesday where you drive the agenda. Because
(00:25):
on this segment of the Sales Gravy Podcast,
you bring the biggest sales challenges, and Jeb
Blunt delivers the best answers. And those answers,
they come straight from the trenches because Jeb's
not only teaching sales, he's out there prospecting,
closing, and leading sales teams every single day.
Before we jump in, here's a quick update.
The Outbound Conference, the biggest, baddest sales conference
(00:47):
on the planet, is getting ready to announce
its new dates and location.
Tickets always sell up fast. So if you
want early access to discounted seats, head over
to outbound conference dot com. That's outboundconference.com,
and get on the waiting list right now.
Let's take the next caller. Up next is
Kurt O'Donnell and the entire sales team from
Joyland Roofing based in Lancaster County, Pennsylvania.
(01:11):
Alright. Next up on the show is Kurt
O'Donnell and the entire sales team
from Joyland Roofing. I think you guys are
in, like, Lancaster County, Pennsylvania.
Yes, sir. Yes. We are. Awesome. So tell
me what y'all got going on. We are
a roofing an exterior company, roofing, siding, windows,
and doors. A year ago, we purchased a
(01:32):
window and door company. So we've been integrating
that over and growing our sales and just
looking into the future. We meet about twice
a week, and the rest of the week,
we're out there. Our leads come in through
our marketing, so we're not door knockers.
But we're following up on more leads that
come through.
Very good. It says in my briefing document
(01:52):
that you guys are doing about 10,000,000 in
revenue today. Congratulations.
That's amazing. But you are looking to get
to a 100,000,000 in ten years. So what's
what's your what are your biggest challenges in
scaling up that big? As far as a
company goes, our biggest challenge is building the
processes
that we can then just reproduce
ourselves.
As a sales team, I think really growing
(02:15):
ourselves
individually and as a team and kind of
establishing who we are as a team so
that we can then same kind of idea,
disciple and produce more of us. Some of
these guys are doing $2,000,000
in revenue sales a year depending on what
department they're in, which is pretty decent in
this industry. Yeah. I mean, that's that's huge.
(02:35):
I mean, you're doing to me in a
year as a sales rep that's cranking. I
spent a lot of time working in your
space here recently,
working on a project called the One Call
Close. We're gonna be rolling a training program
out here shortly.
But primarily, looking at it in the home
services space,
it's a great place to be right now
because of a lot of the disintermediation
that's happening through AI.
(02:56):
Your world
is getting bigger.
There's in the neighborhood of around 2,000,000 people
that are selling. A lot of them are
sold entrepreneurs who are out doing different things
in home services, but it's a big space
and super competitive.
So to be able to, as a sales
rep, be crushing out 2,000,000 and good for
you to be able to provide those type
of leads. But at some point, if you
(03:17):
start thinking about scaling up to a 100,000,000,
your need for revenue may outpace your marketing
efforts. And so as a sales organization, at
some point, you're going to think about how
are you going to augment the inbound leads
you're generating through marketing
with more of an outbound presence.
Some of that's probably gonna come from as
you continue to do work in your community
(03:38):
and build out a customer base is making
sure that you're putting your arms around that
customer base and recognizing that a customer who
gets a roof from you today
will be a door and window customer tomorrow.
And at some point, if you expand in,
like, insulation or things like that that are
all adjacent to what you're doing, it's learning
how to prospect back into those inactive customers.
(03:59):
So it's a form of prospecting. They're just
people that already know you. But as a
sales team, not just waiting for them to
wake up and come to you and say,
oh, we're ready to do business with you
again. It's you staying top of mind with
those people.
Yeah. At this point, the sales team doesn't
do that prospecting. We have in house coordinators
that are reaching out and email campaigns that
(04:20):
are reaching out to people just keeping them
aware of new services that we provide.
And once somebody sparks interest, then it goes
on to the rep. That's how it's working
right now, but it's changed a lot. The
big question that we wanted to ask was
a little bit of like an introspective
question.
As a rep in the field, we're kind
of recognizing
(04:40):
more and more, the more we do this,
how what's going on in our lives, what's
going on from one call to the next,
the EQ side of it. Not just being
able to read our customer, but we need
to actually learn how to read ourselves
better and be consistent,
emotionally
consistent, even when everything else is can heave
around us. How do I show up at
(05:01):
the door and be that consultant that is
there to provide a solution and listen and
ask questions,
but not be desperate because I had a
few bad calls and then switch into a
pitch mode or
things like that. As for us, we're like,
man, we really need to be aware of
this. What are some thoughts from you on
how do we kinda get into our daily
(05:23):
rhythm where we're tracking that. Sort of like,
you gotta be the Scottie Scheffler of roofing.
That calm, cool, everything is cruising forward. It's
a great question. The first thing when I
think about what you do, that I always
have to remind myself of. This is a
internal reminder.
Is that maybe I went on five jobs
(05:43):
where I did estimates today,
and I'm stringing all those together in my
mind.
But the last house that I go to,
the last homeowner that I have a conversation
with, I'm the only conversation with my company
they had that day.
They don't know all the other stuff that
happened.
It's a reminder for me to compartmentalize
(06:03):
each of those conversations
individually for each customer.
Because the one thing that we can't lose
sight of is that your customer, even though
they're buying a roof or they're buying doors
or buying windows for their home, that home,
by the way, is their biggest asset, the
most valuable thing in their life. It's the
thing they care about the most, where they
spend the most time. For them, it's really
emotional.
(06:23):
And they have a lot of fears of
things that could go wrong.
Their emotional experience with you is they're going
through their own decision journey. Do I wanna
do business with you? The way that they
feel is more predictive of outcome than any
other variable. So in other words, the way
they feel about you, people buy you. So
if you start thinking about how do I
form and develop a higher level of emotional
(06:45):
intelligence so that I'm bringing my best self
into every single conversation,
I begin with recognizing that for that particular
person,
it was the only conversation they have with
me that day. And I'm not thinking about
all all the other ones, and then understanding
that how they feel about me. Right? How
I show up is more important than anything
else. Because they're gonna buy me first, and
(07:06):
then they're gonna buy a roof.
They're gonna buy me because they feel like
I care about them, that I listen to
them, that I understand them, that I feel
safe and secure, and that they can trust
me.
That's the one thing they wanna believe. When
they give you money or they give you
the go ahead, they can trust that you're
gonna do it right and that they're gonna
be taken care of. That doesn't happen if
you show up desperate or you show up
(07:28):
in a different mood or you're bringing the
things that are happening at home into those
meetings.
So if you can compartmentalize
that, that works. And if you understand the
value of those conversations,
that makes it easier for you to show
up as your very best self.
Now the hard thing is that we're human
beings. I use Scottie Scheffler as an analogy,
but I played on a tournament yesterday with
(07:48):
my son. I've been talking about this a
lot, but I was actually doing really really
well. And I'm not a great golfer. I'm
a 20 handicapper,
but I was doing well, you know, par
and whole. I I thought I'm gonna shoot
the best score I've ever shot on this
golf course. And then I got to a
par three, and I just blew up. Like,
I hit the ball in the water, and
then I hit the ball in the water
again. From the penalty area, I scold the
(08:09):
ball across the green into a sand trap,
which I had to hit downhill toward the
water again. And it was just a disaster.
How do you reset from that? Like, how
do you bounce back from that?
The thing that I had to go back
to was my routine.
If there's one thing that's allowed me to
improve my golf skills, it is that. So
to give you an example, I ended up
(08:29):
shooting a 94 yesterday.
Last year, on the same course, I shot
a 105.
So 11 strokes off my game. But if
I hadn't had the reset, I would have
probably shot a 110.
I was seriously going downhill. All of that's
in your head. You start talking to yourself.
You start saying things to yourself.
The way that I've learned how to reset
is I go back to my routine.
(08:51):
You get off your routine. You hit one
in the water. So what do you do?
You step up to the tee, and you
just hit another one as fast as you
can versus going back to your practice stroke.
So I went back to that. I got
back on the green. When I finally hit
the ball on the green, I marked my
ball. I'd went through the entire process, went
to the next hole, started over again.
That's it. Think. What is my routine when
I get there? How do I greet them?
(09:13):
How do I connect with them? How do
I bring them into my evaluation?
How do I ask them the right questions?
What's each step of my sales process to
get to an end where I'm asking them
to do business with me? I've got to
go through that process.
Another way of looking at is you start
building process goals versus outcome goals. If you
go to the front door and your outcome
(09:35):
goal is close the deal and you just
lost two roofs to a competitor,
you skip over all of that and you
just start going right to, do you wanna
buy for me? Not thinking about the process.
But if you have process goals, you say,
I'm gonna start at the door and then
I'm gonna do this and this and this,
and I'm gonna trust the process.
Sometimes, the putt's gonna go in and sometimes,
the putt's not gonna go in, but I
(09:56):
ran the process every time and I'm giving
myself the highest probability
of getting that desired outcome, which is they
sign on the dotted line, and we've got
a new customer.
And that's the only way that I know
how to do that. Now in between, what
I would recommend is as you go from
call to call to call,
what's coming out of the speakers in your
(10:17):
truck? Like, what are you listening to? Because
if you're driving around listening to, say, the
news, all you're hearing is crap. If you're
listening to sports radio, your mind's not in
the right place. But if you're listening to
the Sales Groovy podcast, gratuitous plug, you're filling
yourself up with good things or you're listening
to something inspirational. It doesn't have to be
sales, but you're listening to something that's good
(10:38):
for you. That again helps you reset so
you stay in the game.
You keep your mind on the right things.
If, like, you just walk out, and let's
say you just had a really bad call
and you feel discouraged or you just messed
up, you just feel like everything was wrong,
call each other. Like, pick up the phone
and call up here and say I just
had a bad call and pick each other
(11:00):
up and say, look. You got this. It's
okay.
And then finally, I want you to think
about what you're saying to yourself.
I go back to golf. I was playing
on my home course.
I went out. I triple bogeyed the first
hole. Then I tripled the second hole, and
then I quadruple bogeyed the third hole.
(11:21):
Now if you play golf,
you're walking off the third hole and the
things that are going through your head is,
I just can't hit that club. I'm such
an idiot. I don't even play golf. Why
am I doing this? Why do you even
play this game? I just took some lessons.
This is really stupid. This is a dumb
game.
That's what's going through your head. You've been
on that role, and you're like, I'm never
gonna be able to this again. Just give
me a beer. Just I'm just gonna sit
(11:43):
in the car. Pick it up. Whatever.
I'm walking off that third hole, and those
are the things that are going through my
head.
I teach this for a livid. Right? So
I started talking to myself and going, look,
if you keep talking like this, you're gonna
fail. And I started changing what I was
saying to myself. You know what? You can
hit the ball just great. You hit that
club all the time. You're fantastic at it.
You're getting better every single day. Just slow
(12:05):
down a little bit. Just go back to
the process.
I go to the very next hole, and
I hit a par. Like, I hit a
screaming drive down the fairway. I'm on the
green in regulation,
and I'm in the hole for a 20
handicapper or a pars like hitting a eagle
for most people. All of it was just
a change in self talk.
And none of that's easy. Like, I mean,
(12:26):
it's not easy when you're out there alone,
and it's not easy when you're walking in
people's houses. It's not easy when people are
beating you up on price. It's not easy
when you know you've got some competitors out
there that do not have the same integrity
that you have and don't have the same
values you have. And they're slinging shingles at
really cheap rates, and you're trying to go
in and do a quality job. You know
that it costs more to do a quality
(12:46):
job and have the systems and processes that
you need to do that, and you're fighting
against all those things, it's really easy to
get into your own head. It's hard to
get out. Focus on the process.
Compartmentalize.
Recognize that you're the only conversation they're having
that day with your company.
Think about the fact that they're buying you,
so that relationship
(13:07):
really matters. Like, their experience with you really
matters, and it has to be pristine.
And then think about how do you run
the process, not the outcome,
and learn how to control yourself talk so
that when you do start spiraling downward, you
can catch yourself.
Make sure that you're listening to great stuff
in your truck while you're going around town
so that you're picking yourself up and building
yourself up. If all of that fails, own
(13:30):
a friend. Like, get somebody on the phone
that can lift you up and help you
get out of that spiral that you get
into.
Yeah. Absolutely.
I really like what you said about and
I'm the only person they're talking to and
the idea to what's my routine because
the tendency is definitely to shift. Once we
try to control anything, usually, I don't get
the outcome that I'm looking for. I actually
(13:51):
couldn't say that any better. You gotta put
that on a T shirt. If you try
to control it, you're not gonna get the
outcome you're looking for. If you trust the
process and trust yourself, you're typically gonna get
the outcome you're looking for. And if you
don't, you can walk away and at least
say, you know, I did everything right, and
I didn't win that one. That's okay.
Pick yourself up. Pat yourself on the back
for running the process.
(14:14):
If you've got a question for the show,
go to salesgravy.com/ask.
That's salesgravy.com/ask
and submit the form. One of our producers
will reach out to you and schedule your
session with Jeb. Now let's button this up
with some final thoughts. Kurt and his team
at Joyland Roofing exposed something that separates elite
salespeople from everyone else, the ability to manage
their internal state between calls. Here's what most
(14:37):
sales professionals don't understand.
Your emotional consistency is more predictive of your
success than your product knowledge, your pricing strategy,
or even your closing technique. Think about this.
You could be the most skilled technician in
home services, but if you walk into a
customer's home carrying the frustration from your last
three calls, you've already lost the sale before
you even open your mouth. Your prospect doesn't
(14:58):
know about those other calls. For them, you're
the only conversation they're having with your company
that day. Here's the brutal reality that Kurt's
question revealed.
Most salespeople are sabotaging themselves with outcome focused
thinking instead of process focused execution.
When you're desperate to close because you just
lost two deals to your competitors, you skip
the fundamentals.
(15:19):
You rush through discovery. You pitch instead of
listen. You try to control the outcome instead
of trusting your process.
Elite sales professionals understand what Scottie Scheffler understands
on the golf course. It's all about the
routine. The same pre shot routine, the same
mental approach, the same trust in the fundamentals
regardless of what happened on the previous hole.
(15:39):
In sales, that means the same greeting, the
same discovery process, the same consultative approach every
single time.
Here's what really matters. Your customer's home is
their most valuable asset, and they're trusting you
with it. They're not buying your roof or
your windows. They're buying you. They're buying the
feeling of safety, security, and trust that you
(15:59):
create in that moment.
So the next time you're driving between calls,
ask yourself,
what's coming through my speakers? Am I filling
my mind with negativity from the news, or
am I feeding myself something that builds me
up? Because your mental diet between calls determines
your emotional state at the next door. And
remember, you can't control whether customers say yes,
but you can control whether you show up
(16:21):
as your best self. Process goals beat outcome
goals every single time. This is Jebelig Junior,
and we'll catch you next time on the
Sales Gravy Podcast.
This is the Sales Gravy Podcast.
Hi. I'm Jeb Blunt, best selling author of
fanatical prospecting, objections, sales EQ, and inked, and
I'm here to help you open more doors,
close bigger deals, and rock your commission check.
This is the Sales Gravy Podcast, and it's
wisdom Wednesday where you drive the agenda. Because
(00:25):
on this segment of the Sales Gravy Podcast,
you bring the biggest sales challenges, and Jeb
Blunt delivers the best answers. And those answers,
they come straight from the trenches because Jeb's
not only teaching sales, he's out there prospecting,
closing, and leading sales teams every single day.
Before we jump in, here's a quick update.
The Outbound Conference, the biggest, baddest sales conference
(00:47):
on the planet, is getting ready to announce
its new dates and location.
Tickets always sell up fast. So if you
want early access to discounted seats, head over
to outbound conference dot com. That's outboundconference.com,
and get on the waiting list right now.
Let's take the next caller. Up next is
Kurt O'Donnell and the entire sales team from
Joyland Roofing based in Lancaster County, Pennsylvania.
(01:11):
Alright. Next up on the show is Kurt
O'Donnell and the entire sales team
from Joyland Roofing. I think you guys are
in, like, Lancaster County, Pennsylvania.
Yes, sir. Yes. We are. Awesome. So tell
me what y'all got going on. We are
a roofing an exterior company, roofing, siding, windows,
and doors. A year ago, we purchased a
(01:32):
window and door company. So we've been integrating
that over and growing our sales and just
looking into the future. We meet about twice
a week, and the rest of the week,
we're out there. Our leads come in through
our marketing, so we're not door knockers.
But we're following up on more leads that
come through.
Very good. It says in my briefing document
(01:52):
that you guys are doing about 10,000,000 in
revenue today. Congratulations.
That's amazing. But you are looking to get
to a 100,000,000 in ten years. So what's
what's your what are your biggest challenges in
scaling up that big? As far as a
company goes, our biggest challenge is building the
processes
that we can then just reproduce
ourselves.
As a sales team, I think really growing
(02:15):
ourselves
individually and as a team and kind of
establishing who we are as a team so
that we can then same kind of idea,
disciple and produce more of us. Some of
these guys are doing $2,000,000
in revenue sales a year depending on what
department they're in, which is pretty decent in
this industry. Yeah. I mean, that's that's huge.
(02:35):
I mean, you're doing to me in a
year as a sales rep that's cranking. I
spent a lot of time working in your
space here recently,
working on a project called the One Call
Close. We're gonna be rolling a training program
out here shortly.
But primarily, looking at it in the home
services space,
it's a great place to be right now
because of a lot of the disintermediation
that's happening through AI.
(02:56):
Your world
is getting bigger.
There's in the neighborhood of around 2,000,000 people
that are selling. A lot of them are
sold entrepreneurs who are out doing different things
in home services, but it's a big space
and super competitive.
So to be able to, as a sales
rep, be crushing out 2,000,000 and good for
you to be able to provide those type
of leads. But at some point, if you
(03:17):
start thinking about scaling up to a 100,000,000,
your need for revenue may outpace your marketing
efforts. And so as a sales organization, at
some point, you're going to think about how
are you going to augment the inbound leads
you're generating through marketing
with more of an outbound presence.
Some of that's probably gonna come from as
you continue to do work in your community
(03:38):
and build out a customer base is making
sure that you're putting your arms around that
customer base and recognizing that a customer who
gets a roof from you today
will be a door and window customer tomorrow.
And at some point, if you expand in,
like, insulation or things like that that are
all adjacent to what you're doing, it's learning
how to prospect back into those inactive customers.
(03:59):
So it's a form of prospecting. They're just
people that already know you. But as a
sales team, not just waiting for them to
wake up and come to you and say,
oh, we're ready to do business with you
again. It's you staying top of mind with
those people.
Yeah. At this point, the sales team doesn't
do that prospecting. We have in house coordinators
that are reaching out and email campaigns that
(04:20):
are reaching out to people just keeping them
aware of new services that we provide.
And once somebody sparks interest, then it goes
on to the rep. That's how it's working
right now, but it's changed a lot. The
big question that we wanted to ask was
a little bit of like an introspective
question.
As a rep in the field, we're kind
of recognizing
(04:40):
more and more, the more we do this,
how what's going on in our lives, what's
going on from one call to the next,
the EQ side of it. Not just being
able to read our customer, but we need
to actually learn how to read ourselves
better and be consistent,
emotionally
consistent, even when everything else is can heave
around us. How do I show up at
(05:01):
the door and be that consultant that is
there to provide a solution and listen and
ask questions,
but not be desperate because I had a
few bad calls and then switch into a
pitch mode or
things like that. As for us, we're like,
man, we really need to be aware of
this. What are some thoughts from you on
how do we kinda get into our daily
(05:23):
rhythm where we're tracking that. Sort of like,
you gotta be the Scottie Scheffler of roofing.
That calm, cool, everything is cruising forward. It's
a great question. The first thing when I
think about what you do, that I always
have to remind myself of. This is a
internal reminder.
Is that maybe I went on five jobs
(05:43):
where I did estimates today,
and I'm stringing all those together in my
mind.
But the last house that I go to,
the last homeowner that I have a conversation
with, I'm the only conversation with my company
they had that day.
They don't know all the other stuff that
happened.
It's a reminder for me to compartmentalize
(06:03):
each of those conversations
individually for each customer.
Because the one thing that we can't lose
sight of is that your customer, even though
they're buying a roof or they're buying doors
or buying windows for their home, that home,
by the way, is their biggest asset, the
most valuable thing in their life. It's the
thing they care about the most, where they
spend the most time. For them, it's really
emotional.
(06:23):
And they have a lot of fears of
things that could go wrong.
Their emotional experience with you is they're going
through their own decision journey. Do I wanna
do business with you? The way that they
feel is more predictive of outcome than any
other variable. So in other words, the way
they feel about you, people buy you. So
if you start thinking about how do I
form and develop a higher level of emotional
(06:45):
intelligence so that I'm bringing my best self
into every single conversation,
I begin with recognizing that for that particular
person,
it was the only conversation they have with
me that day. And I'm not thinking about
all all the other ones, and then understanding
that how they feel about me. Right? How
I show up is more important than anything
else. Because they're gonna buy me first, and
(07:06):
then they're gonna buy a roof.
They're gonna buy me because they feel like
I care about them, that I listen to
them, that I understand them, that I feel
safe and secure, and that they can trust
me.
That's the one thing they wanna believe. When
they give you money or they give you
the go ahead, they can trust that you're
gonna do it right and that they're gonna
be taken care of. That doesn't happen if
you show up desperate or you show up
(07:28):
in a different mood or you're bringing the
things that are happening at home into those
meetings.
So if you can compartmentalize
that, that works. And if you understand the
value of those conversations,
that makes it easier for you to show
up as your very best self.
Now the hard thing is that we're human
beings. I use Scottie Scheffler as an analogy,
but I played on a tournament yesterday with
(07:48):
my son. I've been talking about this a
lot, but I was actually doing really really
well. And I'm not a great golfer. I'm
a 20 handicapper,
but I was doing well, you know, par
and whole. I I thought I'm gonna shoot
the best score I've ever shot on this
golf course. And then I got to a
par three, and I just blew up. Like,
I hit the ball in the water, and
then I hit the ball in the water
again. From the penalty area, I scold the
(08:09):
ball across the green into a sand trap,
which I had to hit downhill toward the
water again. And it was just a disaster.
How do you reset from that? Like, how
do you bounce back from that?
The thing that I had to go back
to was my routine.
If there's one thing that's allowed me to
improve my golf skills, it is that. So
to give you an example, I ended up
(08:29):
shooting a 94 yesterday.
Last year, on the same course, I shot
a 105.
So 11 strokes off my game. But if
I hadn't had the reset, I would have
probably shot a 110.
I was seriously going downhill. All of that's
in your head. You start talking to yourself.
You start saying things to yourself.
The way that I've learned how to reset
is I go back to my routine.
(08:51):
You get off your routine. You hit one
in the water. So what do you do?
You step up to the tee, and you
just hit another one as fast as you
can versus going back to your practice stroke.
So I went back to that. I got
back on the green. When I finally hit
the ball on the green, I marked my
ball. I'd went through the entire process, went
to the next hole, started over again.
That's it. Think. What is my routine when
I get there? How do I greet them?
(09:13):
How do I connect with them? How do
I bring them into my evaluation?
How do I ask them the right questions?
What's each step of my sales process to
get to an end where I'm asking them
to do business with me? I've got to
go through that process.
Another way of looking at is you start
building process goals versus outcome goals. If you
go to the front door and your outcome
(09:35):
goal is close the deal and you just
lost two roofs to a competitor,
you skip over all of that and you
just start going right to, do you wanna
buy for me? Not thinking about the process.
But if you have process goals, you say,
I'm gonna start at the door and then
I'm gonna do this and this and this,
and I'm gonna trust the process.
Sometimes, the putt's gonna go in and sometimes,
the putt's not gonna go in, but I
(09:56):
ran the process every time and I'm giving
myself the highest probability
of getting that desired outcome, which is they
sign on the dotted line, and we've got
a new customer.
And that's the only way that I know
how to do that. Now in between, what
I would recommend is as you go from
call to call to call,
what's coming out of the speakers in your
(10:17):
truck? Like, what are you listening to? Because
if you're driving around listening to, say, the
news, all you're hearing is crap. If you're
listening to sports radio, your mind's not in
the right place. But if you're listening to
the Sales Groovy podcast, gratuitous plug, you're filling
yourself up with good things or you're listening
to something inspirational. It doesn't have to be
sales, but you're listening to something that's good
(10:38):
for you. That again helps you reset so
you stay in the game.
You keep your mind on the right things.
If, like, you just walk out, and let's
say you just had a really bad call
and you feel discouraged or you just messed
up, you just feel like everything was wrong,
call each other. Like, pick up the phone
and call up here and say I just
had a bad call and pick each other
(11:00):
up and say, look. You got this. It's
okay.
And then finally, I want you to think
about what you're saying to yourself.
I go back to golf. I was playing
on my home course.
I went out. I triple bogeyed the first
hole. Then I tripled the second hole, and
then I quadruple bogeyed the third hole.
(11:21):
Now if you play golf,
you're walking off the third hole and the
things that are going through your head is,
I just can't hit that club. I'm such
an idiot. I don't even play golf. Why
am I doing this? Why do you even
play this game? I just took some lessons.
This is really stupid. This is a dumb
game.
That's what's going through your head. You've been
on that role, and you're like, I'm never
gonna be able to this again. Just give
me a beer. Just I'm just gonna sit
(11:43):
in the car. Pick it up. Whatever.
I'm walking off that third hole, and those
are the things that are going through my
head.
I teach this for a livid. Right? So
I started talking to myself and going, look,
if you keep talking like this, you're gonna
fail. And I started changing what I was
saying to myself. You know what? You can
hit the ball just great. You hit that
club all the time. You're fantastic at it.
You're getting better every single day. Just slow
(12:05):
down a little bit. Just go back to
the process.
I go to the very next hole, and
I hit a par. Like, I hit a
screaming drive down the fairway. I'm on the
green in regulation,
and I'm in the hole for a 20
handicapper or a pars like hitting a eagle
for most people. All of it was just
a change in self talk.
And none of that's easy. Like, I mean,
(12:26):
it's not easy when you're out there alone,
and it's not easy when you're walking in
people's houses. It's not easy when people are
beating you up on price. It's not easy
when you know you've got some competitors out
there that do not have the same integrity
that you have and don't have the same
values you have. And they're slinging shingles at
really cheap rates, and you're trying to go
in and do a quality job. You know
that it costs more to do a quality
(12:46):
job and have the systems and processes that
you need to do that, and you're fighting
against all those things, it's really easy to
get into your own head. It's hard to
get out. Focus on the process.
Compartmentalize.
Recognize that you're the only conversation they're having
that day with your company.
Think about the fact that they're buying you,
so that relationship
(13:07):
really matters. Like, their experience with you really
matters, and it has to be pristine.
And then think about how do you run
the process, not the outcome,
and learn how to control yourself talk so
that when you do start spiraling downward, you
can catch yourself.
Make sure that you're listening to great stuff
in your truck while you're going around town
so that you're picking yourself up and building
yourself up. If all of that fails, own
(13:30):
a friend. Like, get somebody on the phone
that can lift you up and help you
get out of that spiral that you get
into.
Yeah. Absolutely.
I really like what you said about and
I'm the only person they're talking to and
the idea to what's my routine because
the tendency is definitely to shift. Once we
try to control anything, usually, I don't get
the outcome that I'm looking for. I actually
(13:51):
couldn't say that any better. You gotta put
that on a T shirt. If you try
to control it, you're not gonna get the
outcome you're looking for. If you trust the
process and trust yourself, you're typically gonna get
the outcome you're looking for. And if you
don't, you can walk away and at least
say, you know, I did everything right, and
I didn't win that one. That's okay.
Pick yourself up. Pat yourself on the back
for running the process.
(14:14):
If you've got a question for the show,
go to salesgravy.com/ask.
That's salesgravy.com/ask
and submit the form. One of our producers
will reach out to you and schedule your
session with Jeb. Now let's button this up
with some final thoughts. Kurt and his team
at Joyland Roofing exposed something that separates elite
salespeople from everyone else, the ability to manage
their internal state between calls. Here's what most
(14:37):
sales professionals don't understand.
Your emotional consistency is more predictive of your
success than your product knowledge, your pricing strategy,
or even your closing technique. Think about this.
You could be the most skilled technician in
home services, but if you walk into a
customer's home carrying the frustration from your last
three calls, you've already lost the sale before
you even open your mouth. Your prospect doesn't
(14:58):
know about those other calls. For them, you're
the only conversation they're having with your company
that day. Here's the brutal reality that Kurt's
question revealed.
Most salespeople are sabotaging themselves with outcome focused
thinking instead of process focused execution.
When you're desperate to close because you just
lost two deals to your competitors, you skip
the fundamentals.
(15:19):
You rush through discovery. You pitch instead of
listen. You try to control the outcome instead
of trusting your process.
Elite sales professionals understand what Scottie Scheffler understands
on the golf course. It's all about the
routine. The same pre shot routine, the same
mental approach, the same trust in the fundamentals
regardless of what happened on the previous hole.
(15:39):
In sales, that means the same greeting, the
same discovery process, the same consultative approach every
single time.
Here's what really matters. Your customer's home is
their most valuable asset, and they're trusting you
with it. They're not buying your roof or
your windows. They're buying you. They're buying the
feeling of safety, security, and trust that you
(15:59):
create in that moment.
So the next time you're driving between calls,
ask yourself,
what's coming through my speakers? Am I filling
my mind with negativity from the news, or
am I feeding myself something that builds me
up? Because your mental diet between calls determines
your emotional state at the next door. And
remember, you can't control whether customers say yes,
but you can control whether you show up
(16:21):
as your best self. Process goals beat outcome
goals every single time. This is Jebelig Junior,
and we'll catch you next time on the
Sales Gravy Podcast.
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