In this episode, Roy and Catherine take on a question every entrepreneur eventually has to answer: are you serving, or are you selling? Roy explains why he’s never run a hard-sell close, even in his virtual assistant business, pointing out that he could probably get ten times the clients using urgency and discount pressure, but refuses, because he’s watched the demeanor of otherwise friendly prospects shift the moment they feel pushed into a decision. His rule: treat every person like they’re your parent, with love and empathy, and let the service speak for itself. Catherine backs this with two stories from her corporate past. The first is about a sales trainer brought in to teach her team manipulation tactics, who asked the room to turn around and shake hands with the person behind them, not realizing the group was a tight-knit community who’d see through the trick instantly and turn on him within minutes. The second is about a colleague who told a man about to launch what became the insurance company Direct Line that his business would fail without her firm’s help, only to watch him walk away and build a major success without her. Both land on the same underlying belief: pressure-selling comes from a scarcity mindset, and with nearly eight billion people on the planet, there’s no need for it. Roy closes with a practical warning sign to watch for in any sales conversation, loaded questions like “where do you see yourself, one to ten” that are really just manipulation dressed up as coaching, and his advice to check reviews and Trustpilot before buying from anyone who leans on that kind of pressure.
Timestamps
0:02 — Welcome & today’s question: serving vs selling
0:24 — Roy: why he’s never run the hard sell, even knowing it could grow the business faster
2:09 — Catherine: the sales trainer who tried to manipulate the room, and the Direct Line story
6:50 — Roy: spotting manipulative sales tactics and checking reviews before buying
7:47 — Closing thoughts and sign-off
Roy Coughlan · The Podfather Network
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