Why new clients back out and how to save the sale

This week's question from my portal “The Neagle Code: Directions for Life” comes from someone who wishes to remain anonymous.

Neagle Code Question

Hi David!

After studying your sales strategy, I can say that I can now make a fair number of sales. HOWEVER, the problem I’m experiencing now is that I can’t seem to KEEP the sale! In the past month four people have contacted me 3-4 days after I’ve sold them, and told me that they needed to back out.

What am I doing wrong???

Thanks so much!!

Neagle Code Answer

Great question.

If you’re getting people who are changing their mind after an initial sale, it means that you may be missing a key component in your sales conversation.

One of the most overlooked parts of a sales conversation actually happens AFTER the sale has been made.

Let me explain.

Once the sale has been made and you have received a deposit, it is crucial for you to continue the conversation by telling them what to expect.


“You know, you’ve just made a big decision to invest in yourself and grow. And we know that anytime your ego feels threatened you will create circumstances in your life to get you to change your mind or to stop moving forward. So let me ask you something. What’s going to cause you to change your mind?

This accomplishes two things. It lets them know what to expect so if they start to create chaos, they can quickly identify it for what it really is. And second, if they decide to change their mind, you can resell them using their own words.


“When we spoke a couple of days ago, you said that overwhelm can derail you. Now you’re telling me that you are overwhelmed and can’t move forward. Isn’t this interesting? Your ego is paying a mind trick on you, so let’s go back to the truth…. (and then you re-engage them in the resale conversation).

If you end your conversations using this technique, you’ll find that your new clients will feel well informed and will be more likely to stick with their initial commitment.

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  1. That is awesome! That seems like a good thing to include in a group training or broader info product as well – to keep people committed to doing the work, thus reducing the desire for a refund – because work put in will get them further than they were when they started.

    • It sure is Eden, and should be a part of the sales conversation. The truth is that once a person makes the decision to invest in their personal growth, their ego will do everything to keep them from moving forward. It’s happened to all of us at some point in time. If you are anticipating that, and letting the person know you are there to help them through it, the sale will is likely to stick. Thanks for the post.

  2. Who did your website David? What a clean, beautiful design. Elegant fonts convey an impression of high quality.

    Well done.

    • Thanks Skip, my fantastic team handles all those pieces. I just get to approve the look and feel along the way. Works for me!

  3. Great insight David! What I notice is people past failures sometimes prevent them from moving forward. They commit and then when they hang up the phone, either internal/external conversations bring up those instances where they invested in a program and didn’t move forward.

    Any advice on overcoming this objection?