Jul 09 2009
Your Customers Are The Lifeblood Of Your Business
It is never easy to win new business, which is why we should nurture existing customers and try to minimise problems and inconvenience.
It’s a good idea to:
• Make regularly visits or calls – spotting trouble early on can help prevent it
• Reply to calls/queries as soon as possible
• Talk to your customers – find out about them
• Keep them well informed
• Conduct regular reviews of your performance – see your service through their eyes.
Ensure that the lifeblood keeps flowing through the veins of your business.
Solving Problems:
Suppose they are difficult.
Few people are truly difficult. In any case it is important to make a distinction between difficult people and difficult behaviour, which is often a result of non co-operation on your part.
• Focus on the problem (challenge?) not on them
• Show interest – bring out their likeable side
• Put yourself in their shoes – remember empathy?
• Be personal – use their name if that’s what they would like
• Appeal to their better nature. ‘As a parent of small children you…’
• Cultivate their goodwill
Saying Thank You:
Let your customers know you appreciate them. Find little ways to thank them for their custom, especially when they are not expecting it. This is a great way to attract compliments, especially after sorting out a difficult problem.
• A simple but sincere thank you card – personalised
• Gift vouchers
• Cards at Christmas or other appropriate festivals – Diwali, Hanukah, Eid
• VIP days for special events, launches, dinners
• Social gatherings for key clients
Loyalty cards are very popular now with many organisations. Discounts, bonus points, free samples, all help to make your business stand out.
Compliments & Comments:
Why do we find it difficult to accept compliments?
Is it because:-
• We don’t have enough faith or pride in our product?
• We think it’s probably a back-handed complaint?
• We don’t trust people?
• We don’t know how to react? (How about thank you?!)
Compliments tell us what we are doing right and give a boost to our morale. If we allow it, they bring us pleasure.
Some customers just mutter a comment because that’s how they are. They don’t really want you to take them up on it. (It’s a good idea though to take note of what they say and if appropriate ask, ‘Is everything okay?’)
Today’s News: Over at Salesopedia, Clayton Shold is in conversation with Charles Green:
“Charles Green is an expert on trust. When asked if trust in sales is an oxymoron you may not like his answer! He boldly expresses why sales has the reputation it does in a way that you may not have appreciated before.” - As usual, just click on the banner below to listen in.
Last chance to grab your FREE place on today’s TSE Masterclass
Tim Wackel is presenting:
Anatomy of a Lousy Presentation: The Six Worst Presentation Habits and How You Can Avoid Them
Thursday July 9th 2009 1:00 PM EASTERN
You can claim yours here
Jonathan:
This is priceless!
I think in our quest to find the big sales answer (you know the one that is going to lift us from the depths of these challenging times), we lose sight of the acres of diamonds in with our clients!
All of this hit home with me and I will be passing this along to our sales force under the subject line “Must Read!”
I appreciate your words on accepting a compliment. I would add that we as professionals need to understand the fine line between a compliment and flattery when we offer the compliment One of my instructors at Dale Carnegie offered a great suggestion in simply adding “the reason I say that is . . . ” after you offer a compliment. I think it adds substance and keeps it away from sounding artificial!
And might I leave you with a sincere compliment Jonathan?
Thank you for continuing to give us valuable tips and the benefit of your experience. I say that because Momma Castain needs me to sell more and you are certainly helping!
With respect and appreciation,
Paul Castain