Loyal to Livid – Don’t Let This Happen in Your Organization! I recently had an experience with one of my vendors that sparked the idea for this article. The chain of events when I had a technical problem, proved to be a great example of how not to treat one of your loyal, long time customers. Before we go into the details, let me describe what it means to have a LOYAL customer. Loyal Customers generally: Recommend your services to […]
Listen Closely for Concerns Most customers don’t actually use the word objection and we have observed many salespeople miss the fact that their customer had an objection because it was phrased as a concern. This is a very common mistake made on sales calls and easily rectified! For purposes of being consistent with what actually happens on a sales call, I am going to replace the word objection with concern in this tip. Since your customer is more likely to […]
Superior customer service naturally increases sales. It’s a simple statement, and one which most business owners know intuitively. But do they take time to implement internal processes necessary to make the link? What is customer service in the 21st century? As the saying goes, ‘It’s not your father’s customer service.” Certainly, being nice to customers still rings true in the ears of business owners, employees and consumers. If businesses are to exceed customer expectations at every point of contact, it […]