Every time a customer calls it’s an opportunity. The only question is: how are you taking advantage of it?
Customer reality
• I don’t want to wait on the phone.
• I especially don’t want to listen to your self-serving messages as I wait.
• I don’t want to wait in line.
• I don’t want to be told no.
• I don’t want excuses about why you can’t.
• I don’t want to hear about your policy.
• I want help, I want YES, and I want it fast.
How to Serve
• Start friendly, no matter how they act or talk.
• Get off your high (PC) horse.
• Ask them how you can help.
• Help them with whatever they need.
• Don’t tell them what you can’t do, tell them what you can do.
• Get them to agree that the solution you offer, or answer they need, is the one they are expecting, and the one they are pleased with.
• Engage them personally during the conversation.
• Make certain customers are happy as a result of the call.
• Follow through on your promises with action and communication.
At the end of any transaction, that’s when the customer starts talking about you. They will say something great, something good, nothing, something bad, or something real bad. And whatever they say leads to the next sale – either at your place or your competition’s place.
When business is down, it’s likely morale is down. Invest in attitude training for every member of the team first.
When business is down, the best way to get more sales is by creating more friendly and human interaction.
When business is down, the best way to gain loyalty from existing customers and get more sales is by making service improvements, not service cuts.
You can cut your way to safety. You have to sell your way to success. Every time a customer calls it’s an opportunity. The only question is: how are you taking advantage of it?
Customer reality
• I don’t want to wait on the phone.
• I especially don’t want to listen to your self-serving messages as I wait.
• I don’t want to wait in line.
• I don’t want to be told no.
• I don’t want excuses about why you can’t.
• I don’t want to hear about your policy.
• I want help, I want YES, and I want it fast.
How to Serve
• Start friendly, no matter how they act or talk.
• Get off your high (PC) horse.
• Ask them how you can help.
• Help them with whatever they need.
• Don’t tell them what you can’t do, tell them what you can do.
• Get them to agree that the solution you offer, or answer they need, is the one they are expecting, and the one they are pleased with.
• Engage them personally during the conversation.
• Make certain customers are happy as a result of the call.
• Follow through on your promises with action and communication.
At the end of any transaction, that’s when the customer starts talking about you. They will say something great, something good, nothing, something bad, or something real bad. And whatever they say leads to the next sale – either at your place or your competition’s place.
When business is down, it’s likely morale is down. Invest in attitude training for every member of the team first.
When business is down, the best way to get more sales is by creating more friendly and human interaction.
When business is down, the best way to gain loyalty from existing customers and get more sales is by making service improvements, not service cuts.
You can cut your way to safety. You have to sell your way to success.
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