I get requests like these all the time: “Please update your information, blah, blah…” And whatever the program is, they want me to register and become part of their pathetic process. Eh, no.
Funny, I NEVER get these requests from customers. Only from salespeople – or should I say LAZY salespeople. Why on earth are you asking me to update your database? How about your windows? Do they need washing? Floors need waxing? Trash can full? Why not ask me to make your car payment?
STOP THE STUPIDITY. Your brains are showing – or not.
STOP THE RUDENESS. Your manners are showing – or not.
STOP THE LAZINESS. Update your own records.
Come on.
And I’m certain some of you will email me and tell me how successful it was, or how customers don’t mind doing it. What a bunch of B.S. that is. Asking customers, prospects, and friends to stop what they’re doing to make sure your records are current? Give me a break.
How do you think your customers perceive you as a sales professional when you do this? At a minimum they’re thinking this guy can’t even keep his own database up to date. YIKES!
What are you doing for them? Where’s the value? Where’s the professionalism? How many records do you have that you can’t just pick up the phone and call them – with an idea or a valuable piece of information, and OH BY THE WAY, is my info correct?
START THINKING. How can you help your customer instead of helping yourself?
START DOING FOR YOURSELF. Your own admin, order forms, and follow-up.
START DOING FOR OTHERS. Things that prove you value them and their time.
START BUILDING RELATIONSHIPS. Give some value. Give some ideas.
MAJOR CLUE: What kind of an image of yourself and...
Read the rest of this article
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Last Chance! Washington, DC
Jeffrey Gitomer LIVE! – TODAY & TOMORROW!
Washington, DC Managers: Develop your personal plan to find and keep a winning, loyal, well-trained, and self-directed sales team. This seminar will provide strategies and techniques about real-world sales leadership, plus self-evaluation to measure your present level of achievement.
Jeffrey Gitomer LIVE! – Washington, DC: Jeffrey Gitomer LIVE! Sales Stimulus -- Join Jeffrey, best selling author of The Little Red Book of Selling, as he presents The 10.5 Commandments of Selling from his New York Times best seller, The Sales Bible. Learn how these 10.5 Commandments will create a buying atmosphere in any economic time – even now! Engage your customer, make the sale, and beat your competition WITHOUT sacrificing price.
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Washington DC Managers Event
Jeffrey Gitomer LIVE! Washington, DC
Jeffrey Gitomer LIVE! Seattle, WA
November 4th & 5th, 2009
Seattle Managers: Develop your personal plan to find and keep a winning, loyal, well-trained, and self-directed sales team. This seminar will provide strategies and techniques about real-world sales leadership, plus self-evaluation to measure your present level of achievement.
Jeffrey Gitomer LIVE! – Seattle, WA: Join the global authority on sales, Jeffrey Gitomer for a seminar on SALES ATTITUDE. Learn how to uncover buying motives, double your sales, get your price without sacrificing profit, and establish a YES! Attitude for a lifetime of success.
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Seattle Special Managers Event
Jeffrey Gitomer LIVE! Seattle, WA
If you would like to connect with my public seminar audiences, I recommend you inquire about the exclusive sponsorship opportunities I offer in each city. For details, call Sara or Heather at 800-242-5388 or email publicseminars@gitomer.com.
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Dear Jeffrey,
Just read your answer to Elwin in last week's Sales Caffeine, he sells workwear and had a long-time customer that wanted a price reduction on the current order. I am in a luxury business, a local florist, and we have struggled to keep prices very steady for the last several years. On occasion, I have a customer looking for a price break or discount on a purchase. No discount! If I am inclined, I will add something different and new at no additional cost to the customer. Possibly a no cost delivery or balloons or chocolates or some type of future consideration if the current purchase is completed. Elwin could examine his customer’s needs and possibly include, at not further charge, some new and untried product his company features. I feel to discount is not ethical to others who pay full cost. Why not discount to every customer? Have a "sale" if you must. No discount.
Michael
Michael,
I agree! I think that offering a discount is dangerous because you never know when the discount ends. But offering a bonus or something new that a customer would perceive as a one-time deal is perfect.
Best regards,
Jeffrey
Jeffrey,
I am a photographer with local displays in the maternity area of a hospital, a local OBGYN, two pediatric doctor’s offices, two high-end children’s retail stores, a gymnastic center, and a local gym. Everyone says that they love my work, but I am not receiving many calls. Any advice?
Rhonda
Rhonda,
With the advent of inexpensive HD videos and digital cameras, everyone with a child thinks they are the professional photographer. Your job is to put the photos up with a testimonial - not just your name and address. “Rhonda has taken the best pictures of my child. Please hire her to preserve your memories. She’s reasonable and she’s wonderful.” You have done the right thing by placing your photographs - now the photographs have to convey a message that’s a call to action.
Best regards,
Jeffrey
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Customer Service Basics are Timeless
by: Lisa Ford
Today’s new buzz words in the world of customer service are “customer engagement” and “customer centric”. The concepts are very valid and important to create a relationship with the customer. But as I read the articles I can’t help but think these are just new phrases for the same old stuff that has been around forever. It is all a reminder that we are in business for one reason – to service and sell the customer. The customer holds all the cards and the customer rules. Seems pretty basic.
You are most likely in a very competitive business with others offering the same products at about the same price. In this marketplace, your products and services can not be your difference, your service must be the difference. Customers are more savvy, sophisticated, informed as well as picky and demanding. That means you must deliver what customers want and be really good at handling the challenges of providing good customer service.
I am still amazed that most often I receive very mediocre and average service. Everyone seems to be interested in getting me as a customer but few do much to keep me. Instead they irritate me by acting as if they don’t know anything about me even though I have done business with them repeatedly. Think about this – when you call Pizza Hut for a delivery, they ask for your phone number and then confirm who is calling. You may have heard this next, “Ms. Ford, would you like a large thin crust with pepperoni and mushroom like you ordered last time?” Wow! If Pizza Hut can do this, then why can’t everyone else? My expectations suddenly change with one question from Pizza Hut. It is time for you to change the game with great service.
So what do customers want? I am sure the list could be quite extensive however here are my top four.
1. Customers want you to listen. Show them respect. Hear their unique needs (even though it sounds like the other 22 you have already heard today).
2. Customers want you to show you know them. When have you thanked them for doing business with your company for the last 6 years?
3. Customers want you to pay attention to the details. Use their name, call back when promised, choose your language carefully and create an experience because you are passionate about customer service!
4. Customers want you to remember it is their time and money. You are not doing them a favor. They are doing you one - don’t forget it.
Customer satisfaction means relying on the basics. They work every time. The problem is we make it all too complicated. Yes, we need customer relationship management strategies, customer engagement and a customer centric focus. But we don’t have the right to go there until we deliver the basics first. I speak at many company meetings where the slogan for that gathering is something like – “The Year of the Customer”. I always wonder what year is not the Year of the Customer?
Lisa Ford is a speaker on customer service issues. She is the author of the book Exceptional Customer Service. More on Lisa’s work can be found by clicking here to visit www.lisaford.com or call 770.394.4860
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It’s All About Relationships.
Relationship marketing has had a lot of recent buzz. Truth be told, it’s nothing new but in today's economic climate people are revisiting what works. Relationship marketing refers to a long-term and mutually beneficial arrangement wherein both the buyer and seller focus on value with the goal of providing a more satisfying exchange. -Wikipedia
This week's deal provides you with a course on connecting and networking, including Jeffrey's Little Black Book of Connections and his 6-disc audio and video CD-ROM set Power Networking. These real-world lessons teach you how to network you way to RICH relationships. All for $69.00 (a $120.00 value).
Click here to buy NOW!
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“This picture was taken along the Parks Hwy on my way to Fairbanks, Alaska to develop my sales territory. Thanks for all the inspiration and the rants.” - Steven
If you see Jeffrey, or Jeffrey's books
SEND US A PHOTO to ezine@gitomer.com.
If we post it, we'll send you a complimentary e-Book.
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“I'm glad you wrote this one, Jeffrey, because it seems ethics and integrity are sadly missing from many business books and instruction on the market. Your entire approach to selling, of positioning and delivering/adding value first, is the ’right’ way to earn millions. I have, and I salute you for being explicit and saying what needs to be said to so many business professionals.” - Kenneth
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Jeffrey's Sales Rant is a clip from his online training video library.
watch the rant now
(you need it)
Requires Flash player
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“Once you understand trust as it relates to you, and you see the potential power that it has in building your relationships and your future – not just in success, but in fulfillment – the hunger for knowledge to become more trustworthy, more trustable, and more trust giving will become a priority.”
-From Jeffrey Gitomer's Little Teal Book of Trust
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"The cost for one year of TrainOne for our whole sales team is less that the profit from a single, average product sale for our company. Not only has the training improved the close rates of our sellers, but it has also increased the average size of a sale has improved. Further, while historically the point of sale would be the last point of contact from our seller; now the team looks forward to continuing the relationship and maximizing the lifetime value of each client. The positive return on our investment in Gitomer increases with every sale; every day." - Jayme
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Speaking and training worldwide more than 150 times a year, Jeffrey provides answers, informs, challenges, and inspires sales forces and upper management for hundreds of the largest and most successful companies. You and your people want someone who can make a difference. The difference is Gitomer.Click here to hire Jeffrey for your next event. |
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Your Success Story.
As I read a previous issue I was reminded of an axiom from somewhere in the past. The point is people will change or fail to change for only two reasons, pleasure or pain. If the goal is overridden by pain the pleasure of accomplishment will not be enough. If the pleasure of losing 50 lbs is greater than the dieting withdrawal then the dieter will succeed. If the pain of dieting is greater then the pleasure of weight loss then the goal will be not achieved. The trick is to confirm how much satisfaction you will receive in spite of your upcoming pain. Your gold book has often kept me looking for the pleasure and ultimate successes. Thank you for your help. - Jim
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Each week, we feature a salesperson's success story. Please send your stories to gill@gitomer.com. If your story is published, we'll send you a free e-Book!
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Your progress in life begins in your own mind and ends in the same place.
Every great accomplishment began with the germ of an idea in the mind of a great person, then was shaped for practical usefulness and finally transformed into reality. Make your mind a fertile ground for ideas through constant study and learning, and condition through constant practice to discipline yourself to follow through on your good ideas. The most brilliant concept in the world is only a dream unless you take action. Even a mediocre idea that is put into practice is far more valuable than a flash of genius that languishes in a fallow, undisciplined mind.
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