Posted: June 26, 2020 | Categories: Customer service, Sales

Two years ago I received a call from a client who was in a dilemma.  He had just been informed by his company accountant that some equipment he had sold several months ago had not been paid for.  The equipment was expensive and the unpaid balance was hefty.

Jack thought about his options:  He could go the legal route and take the heavy-handed approach.  This would burn the relationship.  He didn’t want to do that.  The other option was to set up a video conference with himself, his boss, and the two owners that owed them.  They set the meeting up.

Next, we talked about preparation for the meeting.  The most seasoned negotiators are very aware of these two fundamentals:

• Know your position of strength going into the meeting.
• Clearly define these three different categories:
  • The ideal outcome of the meeting
  • The acceptable outcome
  • The “walk away”

The meeting began on a friendly tone that enabled everyone to relax.  Jack’s boss is an excellent listener and he let the owners talk first.  He then paraphrased and affirmed what they said, and they nodded in agreement.  Throughout the meeting, Jack and his boss were able were able to clearly communicate their negotiables and non-negotiables.  The meeting went well, and they were pleased with the plan that was agreed upon.

When I think about this situation I realize there are so many ways this situation could have gone bad with shouting matches and the destruction of a relationship.

We are all in the midst of recovering from the Pandemic.  It is likely that you are holding someone’s inventory and have a balance that is overdue.  If you value the relationship, consider having a meeting with them to find a common ground.  Once again, here are the key fundamentals:

1. Know your position of strength (and theirs)
2. Define your ideal, acceptable, and walk-away outcomes.
3. Begin in a friendly way.

And remember the “4 F’s”

1. Firm
2. Friendly
3. Frank
4. Fair

Posted: May 29, 2020 | Categories: Customer service, Sales

Yesterday, following a doctor appointment, I was waiting for the elevator to come to my floor.  When the door opened, a man standing a few feet away from me politely asked, “Is there room for two?”  I quickly responded, “Yes. Absolutely”, and thanked him for asking.  The elevator carried us to our destination, and we then went our separate paths.

Afterwards I was reflecting on the exchange.  If I were a merchant, and he was a vendor, I would probably be very comfortable doing business with him.  He thought of me and my world, and he valued it.  Such unselfish acts go a long way in displaying our character.

During this current Covid-19 Crisis, I am frequently asked by my clients, “How do I manage my customer relationships during this time?”  Most folks are very distracted now, and the last thing they want to do is talk to a salesperson.  They need support, friends, and people who give them confidence in the future. They need us. 

Successful salespeople are good friends.  Surveys have consistently shown that those who are most loyal to their suppliers describe their rep most often with these three words: Friend, consultant, and teacher.  When we are struggling through tough times, we count on friends, people who will listen, and those who can help us gain a more favorable perspective.  That’s you!

If you haven’t already, make a list of all the people who have counted on you to serve them.  Give them a call.  Get in to their world.  Ask “how” and “what” questions.  Listen to understand.  Show you understand.  If you can do this, you will help them out and strengthen the relationship.  If they need something, they will ask.

Posted: May 11, 2020 | Categories: Customer service, Networking, Sales

“Cast your bread upon the waters…”

To succeed in business, we need to be fair, friendly, and do the job right the first time.  At the same time, we can’t afford to “give away the store”.  Today I was talking to a HVAC tech who had successfully been in business for over 40 years.  He shared a story with me that I will long remember.  Here is what happened…

It was the heart of winter, and Roger responded to a service call regarding no heat.  He inspected the furnace, and discovered the heat exchanger was in pieces.  It was not safe to operate the furnace.  It had to be replaced.  The owner of the home lived alone.  Her husband was in the service serving as an intern.  She had no money.   Roger said, “Let me work on this and get back to you”.  He called his supplier and told them the story. They immediately picked up on it, and agreed to supply the materials if Roger would do the labor.  They thought this would be a nice story for their newsletter.  It was a deal.  The homeowner was eternally grateful.  It was one of those feel good moments.

Several months later the husband returned from the service and began his practice.  He never forgot the kindness that Roger had shown, and Roger says that he has received more referrals from this person than any other single source over the years.  We know the beauty of this:  Roger did this expecting nothing in return.  For him, it was just the right thing to do.  He was thinking of the other person.  When we give, it is amazing what comes back to us.  This is just another example to illustrate this fundament of business.

Posted: April 1, 2020 | Categories: Customer service, Leadership, Self-Improvement

Dale Carnegie spent over 40 years working with teams and individuals in their efforts to become stronger leaders.  As he reflected back on his career, it was his belief that giving honest and sincere appreciation was the most overlooked principle of leadership.  When we fall short in this area, relationships can suffer.  Here is an example.

I know someone who loves to do little things for others.  If she goes on a trip, she buys something for each of her co-workers.  She remembers birthdays, and takes pride in giving special cards and a little gift.  She is also involved in a group, and just two weeks ago made cupcakes for a member who was celebrating their birthday.   She was excited going in, but not coming out.  She did not receive one thank you for the cupcakes of her efforts to make them.  Had this been the only time this had happened, she could have probably shrugged it off.  She reflected on all the things she the little things she had done this year, and could not recall one person saying thank you.  She also realized that not saying thank you is a new trend.  Just think of your own experience:  For me, when I buy something at the store, about half the time the clerk says thank you.  Where I come from, forgetting to say thank you is rude.

Now that many of us have some extra time brought about by this Corona virus, how about making a goal to strengthen our relationships?  Did you enjoy the musical performance?  Take the time to say thanks.  Did someone take the time to smile at you today and brighten you day?  Let them know it.  Did someone make something for you or send you a card or nice email?  Take the time to thank them sincerely.  Your star will shine.  Let’s end with the immortal words of Dale Carnegie referring to those who take time to appreciate:

“The rare individual who honestly satisfies this heart hunger will hold people in the palm of his or her hand and even the undertaker will be sorry then he dies”

Posted: February 27, 2020 | Categories: Customer service, Sales

The simplest and most accurate description of selling that I have seen is to “create and keep customers”.  That sounds nice.  We just need to be careful we don’t gloss over the second part of this statement…KEEPING CUSTOMERS.  I find that this part is often overlooked.  To keep a customer we need to build a comfort zone around them that is so powerful it cannot be penetrated.

I have a comfort zone story:  In the summer of 1974, I had just moved up to the Chicago area and was looking for a barber.  My current barber was outstanding, but he was in Kansas.  I was forced out of my comfort zone.  So, Mike and I began.  He was a great barber, and I now had a new comfort zone.  He was with me through the times of my life, including the haircut he gave me to look good for my wedding in June, 1978.  We were born the same year, so hi age was perfect.

The years rolled on, and in 1989 I moved to a suburb 40 miles away from Mike’s shop.  That’s OK.  I made the drive each month to get my haircut from Mike.  Then, one day I called for an appointment, and Mike had no openings.  I needed a haircut, and I was forced out of my comfort zone.  I went to another barber locally.  Scott took care of me, and did a good job.  He wasn’t Mike, but then again, Mike wasn’t him.  31 years later, Scott is still my barber.  I never went back to Mike, but I did give him a courtesy call and thanked him for the years of service. This experience taught me a lesson:  Comfort zones are very powerful, and if we don’t create them for our customers, they can easily be snatched away.  Do you have a strategy and specific action plan for keeping your valued customers, or do you take them for granted?  Remember the old dental commercial:  “Customers are like teeth…ignore them and they will go away!”