The Importance of Greeting Your Customer

Here is a question for all of you. How many of you, as a customer, have had a bad sales experience? Hmmmm. Looks like that's all of you. So think about it, if all of you have had a bad experience, that means that all of your customers have had one too.

What does this have to do with greeting your customer? Well if all of your customers have had a bad experience, then they probably consciously or unconsciously have a chip on their shoulder or a wall up. Have you ever noticed that some customers come in with an attitude? So many salespeople end up feeling defensive when their customers are on the offense. But it isn't about you. It is about the other consultant. So what can you do to remove the chip and break down the wall?

Greet them warmly and sincerely. A true warm welcome can be totally disarming. I recently went to a restaurant in Santa Fe and I was blown away by the greeting. The gentleman at the front door greeted us as long lost friends. He truly seemed grateful to have us come to his restaurant. To be honest I didn't love the food. It was good, not great, but the experience was so amazing I would go back in a heartbeat.

So what are the elements of a good greeting?
1. Immediate recognition. Don't wait even a couple of minutes to acknowledge your guest. If you are anywhere in proximity of your customer say hello. If you are with another customer you can still acknowledge them and let them know you will be with them as soon as possible. Nothing is more frustrating than waiting for someone to acknowledge you.

2. Make the greeting warm and sincere. If you are not truly grateful that this person decided to walk into your establishment you need to rethink where your check is REALLY coming from.

3. Handshakes are optional. I used to recommend that EVERYONE get a handshake, but the fact is that there are many cultures that find that offensive. My best tip is to wait with your hands at your side until the customer makes the first move and then do what they do, whether it is a handshake, bow or kiss. If you would like to know more about working with different cultures I recommend the amazing book "Kiss, Bow or Shake Hands".

4. Avoid "How may I help you?" this question allows the customer (in a sales situation) to say "just looking" at which point you are already in a hole. Start off with "How are you?" or comment on something they are wearing "great glasses , where did you get them?", even a comment on the weather can help you to start building rapport. But if your customer doesn't like small talk get to the point quickly.

5. Understand them. Begin your relationship with the true goal of finding out their wants and needs and making sure that you fulfill them.

These five steps will help you start building rapport and trust. The sooner you can build rapport and trust with your customer, the sooner you can remove that chip from their shoulder or start tearing down the wall and create a "customer for life"

Even though this all sounds so basic, aren't you amazed at how often you are ignored or treated badly?

Remember you only have about five seconds to create an impression. Make sure it is a good one!

When Should You Stop Building Value?

Yesterday I went to Wholefoods to buy some groceries. As I walked in I was immediately drawn to the flower display. The last time I was there I purchased some beautiful lilies that lasted weeks. This time they had peonies! Peonies at this time of year are unheard of. Because my mother used to raise these flowers on the side of our house, I have a special attachment to them. I picked them up and placed them in my basket.

After shopping for 45 minutes, I walked up to a cashier in a good mood. My good mood ended the minute the cashier took one look at my beautiful, prized peonies and said, "Wow! These are REALLY expensive!" I acknowledged that they were, and told her that I felt they were worth every penny, since they were rare at this time of year. She replied, "I don't know, I might spend that much for seven flowers, but certainly NOT for three." Again, I was placed in the position of defending my purchase. "I really love these flowers." I didn't go into the fact that I was approaching the anniversary of my mothers death and the flowers were a way of staying close to her. But the cashier didn't stop there. Once again she challenged my purchase by saying "I don't know, these really are EXPENSIVE!"

Now first of all, I do not come to a cashier with the hope of being criticized for my choices. Nor do I want to have to defend my purchases. Nor do I want to be made to feel foolish or as if I didn't know how to spend my money. All I want is to get out in a timely fashion.

I have no idea what her intention was with this bit of banter. Perhaps she felt she was "engaging the customer". What she did accomplish was to make her store seem like they charged too much and her customer, me, was an unsuspecting dupe.

The customers experience doesn't end with the placement of goods in the shopping cart. One could even argue it doesn't end until all of the products purchased have been used. Certainly, the check-out is a major part of the shopping experience.

Strangely enough, this was not the first time I have taken products to a cashier and was told, "WOW! This is expensive!" I would prefer to hear the equivalent of what waiters say at fine restaurants, "Excellent choice!" This allows a customer to feel smart.

The fact is, we all want our choices to be validated. Had this cashier said, "Oh what beautiful flowers, I know you are going to love them." I would have left the store feeling like I had made a wise choice. Instead I found myself rationalizing my purchase all the way home. It also left me with the feeling that Wholefoods was TOO expensive.

I am sure this tactic of critiquing the customer's purchase was not part of the training curriculum. But do you think that cashiers are trained to add value at the end? Clearly, this doesn't happen at many places.

If you have a cashier at your establishment, train them how to continue building value at the cash register. It really will help.

If you would like a white paper on the value of building value write to me at building value@thedifference.net I will send you one for free!

Policy vs. Customer Part 2…Customer loses again!

My brother wanted to buy his wife 5 dozen roses for her birthday. He is very busy and frequently out of town. He decided that the easiest method of sending her flowers was to call ProFlowers, an online florist that he has done business with in the past.

He called their 800 number and warned the customer service person that he had had bad service in the past and was giving the company one last chance. She couldn’t find his record and proceeded to take his order.

(WARNING! This next section is going to sound unbelievable but it is EXACTLY what happened!)

He said “I want you to send 5 dozen roses to my wife”
She replied “Sorry Sir, I can only sell you 1 dozen roses”
He: ”What? You won’t sell me 5 dozen roses?”
She: “Sorry, our roses only come in 1 dozen”
He: “Well your website says you have a 2 dozen bouquet”
She “Okay, I can sell you 2 dozen roses”
He: (his patience running extremely thin) “Then sell me TWO 2 dozen bouquets and ONE 1 dozen bouquet. That will add up to five dozen roses”
She: “Well, I will still have to charge you separate shipping on each of these.”

Needless to say he didn’t buy from ProFlowers. He did get a recommendation of a florist, Blossoms, in his neighborhood who was willing and able to sell a five dozen rose bouquet. Even though he ended up spending almost twice as much, he was a VERY happy customer because the experience was easy and the flowers were magnificent.

Every client I share this story with is appalled. Then, I ask them if they have a policy that is similar. The answer is almost always "yes."

Take a long hard look at your policies and get rid of the ones that make it hard to do business with you.

I believe that customers most often care more about EASY than they do about CHEAP.

How can you make it easier for your customer to do business with you?

Laurie Brown, is a professional speaker and author who helps people improve their customer service, sales and presentations skills. For more information on Laurie’s training seminars, books, articles and recordings, please call Laurie at 248.761.7510 or email her at Lauriebrown@thedifference.net or visit her website www.thedifference.net

Policy VS. Customer...Customer loses!

Every time receive bad customer service I think...Okay not so bad...I can at least use this story in my class or my blog. Yesterday was no exception.

I called Cingular to find out why my son's phone wasn't working in Berlin Germany. The woman, "Patty" was helpful up to a point. She suggested that I tell my son to power his phone off and on. I was IMing him while speaking to her.

At one point as I was waiting for his response she said "I can't stay on the phone while you put me on hold. It is our policy." I responded "You are not on hold. I am speaking to you. I have to wait to hear back from my son." She repeated herself and I found myself saying things like " I am a REALLY good customer. I have three phones with your company, surely you should be able to stay on the phone while I get info from my son." Apparently I was wrong and she insisted that she had to hang up. I asked to speak to her supervisor and she managed to get my call cut off. By the time I heard the click I was furious.

I called back to speak to a supervisor and the woman who answered asked if she could help. When I explained the issue she apologized and I insisted that I speak to a supervisor (once again!) This time she stayed on the phone while she tried to find one. They were all in a meeting or hiding or something. She tried to get me to their voicemail ..Surprise surprise...It didn't work.

She said that she was going to leave a message and I should hear back withing 24 to 48 hours . Pitiful!!

Perhaps they really do have a policy that says that they can not be put on hold. Okay. But each employee should be empowered to make exceptions. One look at my record should have given me "special status".

However EVERY customer should have "special status". Patty decided that the policy was more important than the customer.

Look at your policies...Are you doing the same thing? Are you choosing to enforce a policy simply because it is a policy? Or are you choosing your customer?

You know what my recommendation is!

The Downside of Upselling

Like all of you, I hate the idea of leaving money on the table. That is why I like the idea of "upselling". Simply put upselling is offering your customer the opportunity to add additional NEEDED items to his or her order. My guess is that you have experienced upselling in your daily life. Fast food joints are notorious upsellers, constantly asking “would you like fries with that?”

So what is the downside of upselling?

It's Boring!!! When your upsell is rote, as in "would you like fries with that", your customer not only expects it, but is most likely not even listening. Even if you have a process or script that you have to follow at your business, that doesn't mean that you can't have some fun and be creative. Even in the case of fast food franchises, where the cashier is required to ask the customer to add to their orders, the cashier could say something different like " Hey you look hungry today...would you like add our amazing crisp fries to your order?" Surprise your customer with the unexpected.


It's Impersonal!!!
My friend Peggy says "I am offended when I am 'cookie cuttered'. At least use my name, that way I know that you know who you are talking to." When you offer the same upsell to each and every customer, you lose the opportunity to make your offer personally meaningful. Everytime you offer your customer an additional item you should be sure you understand your customer well enough to give them something that has value to them.

It's Annoying!!!
When my husband goes to get his morning coffee from his favorite coffee shop he just wants his coffee. Even though he has been going in every work day for the last 2 years they still ask him if he would like a scone. Everyday for the last 2 years he has turned them down. By continually asking him the same question and getting the same answer, they have risked his good will. If you know your customer doesn’t want what you have to offer…stop asking.

It's not Done Correctly
Most of the problems with upselling comes down to this issue. Truly, good upselling is a combination of process and attitude.

What do I mean by "done correctly"? First of all it is essential that you know your customer well enough, so that your offer has value in their lives. That kind of deep understanding of your customer comes from having a process that has you asking questions and digging deeper. As Steve Waterhouse in his “Total Customer Selling Process” (TCS) states, you need to “step back” and look at who and what are influencing your customer. This global view allows you to really understand your customer.

Secondly, it needs to be done with “true caring”. Don’t offer them something they don’t need or want just to make more money. “True caring” means you genuinely want to help your customer, and you only offer that which has real value to them. That you act with integrity.

So who benefits from upselling? Both you and your customer should benefit. First of all, it allows you to make more money from your customer. Obviously that benefit alone is why upselling has become ubiquitous in most fast food franchises. But if done correctly, the true benefit is to your customer. You can help your customer become aware of additional products and services that will meet their needs and solves their problems.

If you are in the customer service business you should consider upselling as one more way of helping your customers. Your job is being a problem solver. What are your customer’s problems? And how can your products and/or services solve those problems?

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Objection Detective

Why do some salespeople hate objections? My guess is that they feel it disrupts the flow of their sales pitch. Or perhaps they believe that the objection signals to them that they have lost the sale. Neither of these are true. An objection should never be considered a disruption or a loss. Objections are simply the customers way of asking for more information.

So, I recommend that instead of doing your best to avoid objections you become an "Objection Detective." Make it your job to unearth every objection that the customer has. Have a "bring it on" attitude to objections. Because they are not the END of the sale they are the BEGINNING of the opportunity to understand your customer better and provide them with what they need to make an informed purchase.

Many salespeople think it is best to leave the objection buried. Perhaps if they ignore it it will go away. But, when you do that, it eventually will come back to haunt you. Like any infection left untreated, it will only grow and grow. Your job is to surface it, clean it and move on in the sales process. Unanswered objections lead to lost sales or the need to lower the price to keep the sale.

So, how do you go about becoming an Objection Detective? You have to listen very carefully to what the customer is telling you. Sure you need to hear the words they are saying, but it is even more important to hear what they are not saying. Customers talk to us in all sorts of ways. Their body language, facial expressions and tone of voice often provide more information than their words. Watch for the sometimes subtle (and not so subtle) changes in a customers demeanor and then ask the questions that will uncover the issue. If you see that your customer stops making eye contact or starts fidgeting or looking at his watch, it is time to slow down or back up and find out the source of their discomfort. Even a slight change can signify a serious underlying objection.

The more objections you uncover and answer, the easier the close will be. And you want an easy close don't you?

In future blogs, we will discuss the types of objections and the best way to answer them. Until then, try becoming an objection detective and see what results you get. I would love to hear from you.

Investment on Returns--Customer Service

So there I stood, feeling incredibly stupid. Having waited in line for a few minutes to return a paperback copy of Harry Potter, which I realized I already owned once I brought it home, I stood face-to-face with the cashier. I looked over his shoulder and read “Barnes and Nobles”, I looked down at the imprint on my plastic bag “Waldenbooks”. I paused , turned beet red and said “Oops, I am obviously in the wrong place”. I started to turn and leave when he gently stopped me with the words “If we carry that book we would be happy to refund it for you”. “Really???” I asked. “Sure no problem let me have a look”. He determined that he already had 24 copies in stock and was more than happy to take one more. He handed me a credit card looking store credit, had me sign a receipt and that was that.

But that was not the end of the story. I was so blown away and so grateful I decided to go buy a CD. Now the CD was about twice what my refund was so I handed the card and the money and I took my CD and left

But that was still not the end of the story. As soon as I got out of the store I called my brother and 5 of my friends to tell them about this amazing customer service. And now of course I am telling you, too.

So let’s look at this story and see what actually occurred. Barnes and Nobles made an “Investment on my Return”. What exactly was the “cost” of this investment? Perhaps there was a cost for training the employee that taught him to act in this kind and generous way. But other than that it cost them nothing. Okay maybe there was some cost for restocking. They will surely sell that other copy. But then we need to reverse this formula and see what the Return on Investment was.

Here is where the real power of this theory is seen. They not only were repaid their initial outlay of $7.99, they received an additional $7.99 that I most surely would not have spent otherwise. They received free word of mouth advertising (which is far more powerful and effective than traditional advertising) and they created a loyal, raving fan customer.

“Returns” are often emotionally charged events. Think about it. People return things that “don’t fit”, that they “don’t like” , that they “can’t afford” , “wasn’t what they expected”, that are of “inferior quality”, that” they don’t need” or “they don’t want”

For a lot of your customers returns are either embarrassing, filled with disappointment or frustration or at the very least a major inconvenience.

How you handle this touchy situation will impact your customers decision to continue doing business with you.

There are many stories going around about how Nordstrom would take anything in a return (including a car engine). Of course you don’t have to go to that extreme to make your return policy fair, easy and effective.

What does it take to create a return atmosphere that will keep your customers coming back?

Create
Management needs to create a policy that is fair, easy and effective. Put yourself in your customer’s shoes and make a decision that benefits them.

Train
Once you have your policy make sure that your employees understand what the policy is and how to implement it.

Empower
This may be the most essential element of the process. Empower your employee to “do the right thing” to “err” in favor of the customer. Then publicly stand behind that employee even if his or her decision goes beyond your policy. Take them aside privately and discuss and modify.

Educate
Your customers need to know your policy inside out. This is especially true if your business has strict regulations. If they need to have a receipt to return the product then it is best to say to the customer as they are checking our “Remember if you need to return this we require the receipt. Would you like it in the bag or would you like to have it?” Granted this will not guarantee that the customers will remember but it does help. Also have the return policy displayed at the check out line and on the receipt.

Bend within Reason
Rules are important, but customers are more important. Even with a strict return policy you need to be customer focused. Do what you can to help that customer with their need. Remember the Investment of Return.

Truly looking out for your customers best interest is actually in your best interest. Take a long hard look at your policy. Is it serving you and your customers? If not change it NOW!

Million Dollar BAD Customer Service

I was watching the Today show this morning and heard the story of a woman who was attacked by bed bugs at a pricey Catskill resort. She was suing the resort for twenty million dollars. TWENTY MILLION DOLLARS!! Yes you read that right!

What was interesting about this suit is that some of the suit was related to the fact that she had 500 bites all over her body (yes they showed pictures), but some of the suit was based on how they treated her after she complained.

She felt that they showed a blatant lack of concern for her issue. She was offered two free nights but declined the offer.

How could this resort avoided the multi-million dollar suit? I am sure that in most cases the offer of two free nights might have been sufficient for a small problem. But this was no small problem. They should have offered her compensation that was equal to the suffering.

They should have shown empathy and concern. They should have paid all medical expenses. They should have engaged her in the solution to her problem. "What would be a fair compensation?" She may not have come up with a "fair" compensation but at least they would have the beginning of a negotiation that didn't involve high priced lawyers.

They also would have avoided probably MORE than twenty million dollars of really bad publicity.

The next time you think that the problem your customer has with your product or service is no big deal or could be handled with a band aid, remember that it could turn into a multi-million dollar problem. Fix it now, fix it fast, fix it right.

Truly EXCEPTIONAL Customer Service

I went to a local branch of LaSalle Bank today. I had to deposit a check into my business account. No big deal, but I left my checkbook at home which meant that I didn't have my account number. I searched my purse for a moment and then I gave up. I turned to my friend Karla and said " Oh I am going to have to put this in the ATM, I can't find my account number". You have to understand that I must have said those VERY same words at least a gazillion times in bank lobbies. But today was different. Today I was in Michelle Ingrao's lobby. She said "Can I help you find your account number?" "Er, ah" I stuttered "sure, thanks."

And so she did. I asked how she does that. She explained that she truly doesn't eavesdrop (ok that is a relief) but her ears are tuned into keywords. "Account number" was one of her keywords.

That was a display of really great service. When you can take care of your customer BEFORE they ask for your help you really wow them. And more importantly they talk about you to their friends.

So what are the "keywords" your customer uses? How can you listen for them so that you can be there for them? Find 3 keywords today and give it a try!

Cost Control

Last night I went to a local restaurant to purchase dinner for my family. I like this place. The food is eclectic and well prepared. They had a special written on their chalk board. It sounded great, turkey meatloaf. I knew that their version would be perfect and I ordered it.

The waitress told me it came with mashed potatoes and wilted spinach. Well I am watching my carb intake and I asked if they could substitute vegetables for the mashed potatoes. She thought not, but would go in the back and ask the chef. The answer came back “NO”. I asked if I could have more spinach instead of the potatoes. She said “NO.” “Why not?” I asked. She replied “cost control, spinach costs more than potatoes.” Well, I knew that this was a small, probably struggling business and I could appreciate the need to be cost sensitive, so I offered. “No problem, I’ll pay extra for the spinach” (I’m thinking that I will get the award for most understanding and reasonable customer of the month)

But boy was I wrong! Not only did I not get the coveted most reasonable customer award, I got one more big “NO!” At this point I was frustrated at their unwillingness to meet my needs and I left without ordering anything.

So their cost control efforts created a profit control of much bigger proportions. Even though they had saved money on the vegetables that had lost my four dinner orders that evening, which didn’t seem to phase the waitperson or chef one bit.

Clearly this was not a cost control issue, this was a control issue. The chef had created a “perfect combo” and was not about to ruin his piece of art for a mere customer. He was devoted to his vision and not his customer’s needs. He forgot he only gets to create because of people like me, his customer.

Perhaps as you read this you are thinking, wow I would NEVER treat my customers that way. Maybe you wouldn’t. But if you have said “no” to your customer in the last month, you might have to rethink that idea.

Sometimes our customers are unreasonable. Sometimes they ask for outrageous things. But sometimes it is easier for us to say “no” then to find a creative solution that meets everyone needs.

The next time you are about to say “no” to your customer, stop for a moment, catch your breath and instead say “Let me see what I can do.” If nothing else the customer will feel that you are on their side and trying to help them. Then get creative and find a way to give your customer what they need.

Closing Time

While visiting my son in Chicago, I went to a Cingular wireless store in his neighborhood to get some help with his phone. The store I walked into was closing in 5 minutes. I was welcomed into the store like a long lost friend. I explained what I needed (which took a lot of ingenuity and patience) The customer service representative was amazing. He figured out how to fix the problem. This was NOT a quick fix at all. He needed to remove a sim card from his telephone and put it my son’s phone and then switch it back again. This took a few switches to get it right. All the time he was smiling and chatting. It was now 15 minutes after closing and I was feeling guilty. After all I hadn’t bought my phone from this store, nor was it likely that I would in the future. When I said “Thanks, but I can see I am keeping you from closing up and going home.” He let me know that closing time was when everyone in the store had their issues resolved. WOW!!! And he meant it! We stayed there for at least 30 minutes past closing time. And I wasn’t the only customer still there. His manager was setting up an account for another customer. Again, he was smiling and perfectly happy to be helping his customer. So what impact did that have on me and how I viewed Cingular? Simply put it made me want to buy from this store specifically, but it had a more global impact. It made me glad that I was a Cingular customer (not something that I always feel.)

Two days ago I had a very different experience. I went into a store that was part of a chain. It was 6:57 and the store closed at 7:00.There were four other customers in line. I was greeted with “We are closed now! You have to leave!” “WHAT???” I thought. I still have 3 minutes time left. The manager explained that when they were through “dealing” with the customers that were already in que that it would put them PAST their closing time. So even though the store was “technically” still open, the existing customers would make it so an additional customer would throw them past the time they could go home.

Was this a reasonable rule? Perhaps, it would be considered reasonable if you were an employee-centric business. I am not sure however you can grow a business being employee-centric in THIS manner. As a customer I would be more understanding if you said to me; “I am so sorry, my kid is sick and I have to get home to take care of him.” Then I have the choice of being generous and saying “no problem.” But telling me to leave was simply enforcing a rule for rules sake. It said to me that as your customer I have no value. Believe me I left there with the intention of NEVER coming back!

Walking into a business a few minutes before closing time will give you great insight into how much you are valued as a customer and a human being.

But of course you know I am going to challenge you to look at the messages you give your customers. How do you act when your customers come in at the last minute? If you want to keep them coming back and telling their friends and family about you, you need to welcome your customers whenever they arrive at your business.

Know to Grow Your Income

It is getting harder and harder to stand out from the crowd. What can you do so that customers know you, choose you and recommend you? However to make a quantum leap in your income you need to have satisfied customers referring you. Focusing on the following three points will help you become more successful.

Know Yourself
To powerfully communicate the benefits of choosing you over others you really need to know yourself and learn how to communicate what makes you unique in a few succinct phrases.

Begin by taking one of the many personality tests that are readily available, such as: DISC, Keirsey Temperment Sorter, or Myers-Briggs, among others. You can find these easily by doing a search on the internet. These tests can give you great insight into your strengths and weaknesses. They help you understand your core values and personality type. Understanding who you are may help you distinguish yourself from the competition and can be the foundation for communicating your unique value and your personal brand.

Your personal brand or image is a combination of your passions, strengths, skills and traits. Spend some time getting to know your self:

· Write a list of your personal passions. What do you love doing? (Is it interior design, teaching, art, music, golfing, football, reading, travel? Don’t worry about whether or not it is work related.)

· What are your skills and talents? (Are you perceptive, spontaneous, theatrical, detail-oriented, organized, do you speak other languages? Again, don’t limit these to your work).

· Write a list of your personal traits. (Perhaps you are punctual, or a “people person”. Are you optimistic, open minded, curious, determined, spiritual, or team oriented?)


Look at your list from your customer’s point of view. Which of these qualities that you have identified would be valuable to your customer? Take those items and use them to help you create a few concise sentences explaining your unique value to your customers.

Use this knowledge to also help you find a niche market‑‑ something you really love. Once you find your niche, become an expert in that area. That doesn’t mean that you can’t sell outside of your niche. However, the more expertise you gain, the more likely you are to become well known in your field. It is not uncommon for other customers even competitors, to say “Oh, you need Joe. He knows everything about new construction.” These personal recommendations can be the most inexpensive and effective marketing tools.


Know Your Customer

To be able to truly meet and exceed a customer’s needs and wants you have to know that customer. In your effort to gain this knowledge you need to gather information. The more you know the more you can meet your customer’s needs, both stated and unstated.

Start broadly and then get more specific.

Then, start to narrow your research. Learn about the community in which you sell. Become involved in community events. Pitch in, support and help your community grow, while learning about its unique qualities. These activities not only help you learn about the community, they bolster your image as a valuable member. People like to do business with helpful people they know and with whom they can identify.

After you understand the broad information about your customers and their communities, you need to listen to what they say. Sounds easy, doesn’t it? Customers often complain about feeling the consultant didn’t listen carefully to their requests or needs. Listening is an art. It goes beyond the obvious. Customers aren’t always great at communicating clearly; they sometimes don’t even know what they really want or need. You need to listen with all your senses in order to unearth and translate their true needs and wants. It isn’t sufficient to just hear the words your customers say. You need to watch body language, be sensitive to tone of voice and try to interpret their sometimes vague descriptions. By asking carefully constructed questions you can actually help the customer better understand his or her needs.


Know Your Team

Customers are becoming more and more demanding. You need a team that meets these ever increasing demands. Customers expect you to recommend the RIGHT person for their needs. These people must not only match your personal brand/image (they are in effect representing you), they also must have unique qualities that meet the needs of your customer. I know of one Realtor who has three mortgage brokers he trusts and recommends. He has a “three piece suit guy,” he has a HOG (Harley owners group) and a dynamic woman. He mixes and matches the team member to the specific customer. This is done so that each customer can feel totally comfortable. You should also have a trusted team of insurance providers, painters, plumbers, and stagers to call on. Basically, the more one-stop you can be for your customers the happier they will be. Spend time with each of these people. Ask questions. Get recommendations. Do research and background checks.

Be sure to spend time each day learning more about these three keys to success. They are the most powerful way to be a consultant that others want to do business with and refer to their friends and family. Remember you need to Know to Grow Your Income!

Perfect Customer Service

This morning I went into my local Kinko's to pick up an order that I had placed earlier that day. The store was pretty busy. A cashier was directly in front of me, setting up the till. As she was counting out the money I asked her if "I should come back later?" She snapped at me "I am doing the best I can!" as she walked over to another customer.

Perhaps you are thinking "Laurie, you are calling THIS 'perfect customer service'? Boy, you must be easily amused." Actually the story goes on...Even though I was taken aback I waited patiently for her to return. When she did I said "I am really sorry, I wasn't trying to push you, I really wanted to know if I should come back later." Her face softened and she replied" I am so sorry. I shouldn't have taken it out on you. I am frustrated that there were not enough people scheduled for work."

Again, you might think "Laurie, an apology does not make "perfect customer service". Well you are right--so far it wasn't perfect but how she handled the rest of the transaction made it perfect.
She rang me up and took my money. But I realized she charged me less that my bill stated. "Um, excuse me" I said " You undercharged me." Her answer delighted me. "Oh, I gave you the rude salesperson rate!"

She managed to turn a very unhappy situation to a great one. She had followed the simple rules for customer service and then some!
1. Apologize with empathy
2. Take care of the problem
3. Symbolic atonement
4. Be light hearted

It is so interesting that a bad experience can turn around so quickly into a great experience. I have been telling everyone (including you) about how great Kinkos is.

Think about the last time you created a problem for your customer. What could you have done to make it better and in fact make it "PERFECT"? Try to think on your feet the next time and turn it around.

Three times a charm

Recently I received three thank-you's for a relatively inexpensive product I purchased from a website. Now perhaps you are thinking that three thank-you's are a bit of overkill for purchasing a $29.95 item. Not at all. Each thank-you was different. And each thank-you had a different impact.

The first thank-you was an auto-response email. That thank-you let me know that my payment was received. Although it was impersonal (as all auto responders are) I felt safe in knowing that the site got my order. Then awhile later I received a personal email from the person I purchased this CD from, Joan Stewart, The Publicity Hound. This thank-you was more personal and I felt that she appreciated my purchase. It allowed me to fell more connected to her. But it was the third thank-you that really made an indelible impression on my heart and mind. When I received the CD that I had ordered there was a hand written note on her stationary. It said "Laurie, Thanks for your order. Have fun submitting articles! Joan" Great note, but the best part was at the top of this note. Her cartoon mascot the "Publicity Hound" had a cartoon balloon that read "Hi Laurie" coming from the mascot's mouth.

This note was fun. But the other great thing about the note is that it had Joan's contact information. Address, fax, phone, email and website (www.publicityhound.com). This meant that I would be able to call her or reorder without a lot of problems trying to find her.
I asked Joan about her process and how much time and money it cost her to do her thanks. Needless to say it cost her very little time and even less money. Even so she has found this extra effort has been noticed by her customers. Who, partially because of these efforts have become loyal, repeat customers.

Now this is not an advertisement for Joan, but I must tell you more about her. She is the perfect example of what I have talked about in these blogs. A great combination of generosity and gratitude. She has an email newsletter that she sends out that is jam packed with great free publicity tips. She often speaks for free to members of her organizations and she has great products.

Think about your own thank yous. Do you even thank your customers once? Do you take the time to hand write a personal note? Whether your customer buys a $50,000 car or a $30 CD they deserve to be thanked. I believe that a simple verbal "thanks" is not enough anymore. There is too many places to buy our products and services. We must set ourselves apart by the simple yet extraordinary acts of gratitude and generosity.

So write at least three thank-you's today to your customers, whether they have purchased from you recently or not. Oh and by the way when you do thank them, make sure your contact info is on the card or note.

The Price Game

Ask yourself a question. What business are you loyal to and why? When I have asked this simple question to thousands of my students, I hear statements like: "They remember my name", "They listen". "They know what I want and need", "They go the extra mile". Not a single person has said "They had the lowest price!" Amazing isn't it?

It would seem from this informal survey that the key to loyal and repeat customers who recommend you to their friends and family is NOT the lowest price. Why as sales people do we spend so much energy in the "lowest price" game? Because that is what it is...A game. The customer comes in and says "Give me your lowest price!" And if you fall into their gameplan they have derailed you from your real job which is to build value.

Think about it...If you offer the "lowest price" isn't there somebody somewhere that can offer a LOWER price? Probably. And there is no way to win with a price shopper. They will leave you the minute that someone else offers a lower price. Customers play the price game because they don't want to feel stupid.

So start building value in your business, in your product and most importantly in doing business with you. Find out what your customer needs. Really listen to them. They don't need the lowest price! They do need a fair price!

Show them what they get when they buy "you". What services are you able to provide that sets you apart? Give them the kind of service that they can brag to their friends about: "My sales consultant makes my service appointments for me! I don't ever have wait for the service advisor to get to me!" My sales consultant set up my TV for me without an extra charge!" "My insurance sales consultant remembers my birthday with a hand written card."

And remember everyone loses when you play the price game. Everyone wins when you build value!

Managing Expectations

Everyone talks about exceeding your customers expectations. It is true. It is no longer good enough to just meet their expectations, you DO have to exceed their expectations to succeed. Today's customer is very well educated and demanding. The internet has opened up a whole world of possibilities. They want high quality, exceptional service and low low prices. I am reminded of a sign I once read at a printers office... "Fast, cheap, good..Pick two." However customers don't want to just "pick two", they want the whole enchilada!

There is a simple way to exceed your customers expectations most of the time. And that is to manage those expectations. Be in control. To put it simply, it is like competing in a race, AFTER you decide where the finish line should be.

Often times you don't know what their expectations are. It is almost impossible for you to win without this knowledge. If you help to establish the expectations you are far more likely to impress your customer.

Last week I was looking for some real estate in Chicago for my son. On Sunday I called a realtor. He told me he was at an open house, but would be back to his office later that afternoon and would email me some listings. He never sent me any emails that night and he didn't call me back until the next day. Clearly he set up an expectation that he didn't meet. Now the interesting part of this story is that I had no expectation about when he would get back to me BEFORE he set one in my head. At best since I was calling on a Sunday I assumed that he wouldn't get back to me before the next day. But he set an expectation in my head and he didn't follow through. He would have done better by saying " I will email you the listings tomorrow" and then email them to me that night. He would have set up my expectation and then exceeded it.

My orthopedic surgeon, when looking at the xray of my broken ankle, told me that this was a "good" break and there was no damage to the ligaments and that when the bone healed there would be no other problems. Imagine my surprise to still be limping four months later. He didn't manage my expectations well. If he had said "It looks like a simple break, but only time will tell how fast you get better" I would have been less unhappy with the outcome.

Think about what you promise your customer. Are you sure you can fulfill that promise? If not DON'T make it. Give yourself some wiggle room, give yourself some ability to "under promise and over deliver." Set your customers expectations so that you can always exceed them.

The Grump Factor

You are sitting at your desk, reading your email and open the latest missive from your boss. Once again the bonehead has come up with a new direction for your company. You clear your throat and ask the person next to you "Have you seen what the idiot has sent us now?." In the cafeteria you sit with your co-workers grossing about how stupid this company is. But this doesn't just happen today. Everyday you find yourself at odds with the management. And while you have always been a "good soldier" and done exactly what was asked of you, you can't help but let your feelings be known.

Or perhaps you are the more silent type. Sighing, rolling your eyes, and simply showing through your body language that you are greatly put upon.

You might think that if you are really good at your job, and you do everything that has been asked of you that you will remain, in the eyes of your employer, a valuable member of the team.

However, in these times of cutbacks, more and more employers are considering the "grump factor." Simply put, the grump factor is a measure of how difficult it is to deal with an employee. How grumpy you are.

Recently a Fortune 500 company had to make a 20% cut in their workforce. The management chose the people that were going to be laid off. Every single employee was a hard worker, in fact some off them were the best at what they did. Each employee tried to figure out why THEY were chosen? What was the reason that the more incompetent employees were left standing while they were let go? Was it that they earned more money? Was it a personal vendetta against them? Was it sexism or ageism? Each employee failed to look at where the blame lay. Which was at their own feet. In a discussion with the management they stated that they used the "grump factor." Employees that had a bad attitude were considered expendable.

Obviously when it comes time to downsize many factors are considered. But more and more employers want to work with people who are easy to deal with. Employees who love what they do, and show others that they love it. I am not talking about a saccharine sweet phony attitude, I mean a sincere joy.

When Barbara Walters is asked by young people "What do I have to do to get ahead?"
She tells them "Don't complain, don't whine. Just make yourself so good that they cannot let you go. And don't be afraid to get the coffee if they ask you to get the coffee."

Not sure if you're being perceived as a grump, take this simple test.

Do you find yourself very easily identifying problems with your company and/or co workers?
Do you share that information with others? (including family, friends , co-workers)
Do you discount possible solutions as unworkable?
Is your criticism a validation of your over all perspective?
Do you often hear others with similar complaints?
Do you lend a willing ear to their complaints?
Do you sigh, roll your eyes or otherwise display your negative feelings using body language or tone of voice?
Are your creating less because of your displeasure?
Are you late to work or meetings?
Do you resent helping others finish their work?
Are you waiting for a change to happen?
Has anyone pointed out your negative behavior?
Do you have "good reasons" to be unhappy at work?

If you answered yes to more than 3 of these questions you may be a grump. I can guarantee that you will limit your growth unless you work on turning your attitude around.

Today, look at the three things you like best about your job. Try and focus on the good. Let others see and hear your positive comments. Start turning it around today.

Reject their Rejection

I just had a conversation with a friend of mine who owns a very successful business. He was hoping to expand his workforce so he placed an ad in one of those online job listings. He said that he was getting one resume about every 10 minutes. He said that about half of them were qualified for the job. He then said "I am turning them all down." I was shocked. I knew he needed to expand his sales force. He just got through saying fully half of them met his expectations. Yet he was rejecting ALL of them. "Why?" I asked. "I want to see if they continue to pursue the work." " But you just told them that you were rejecting them." "I want them to reject my rejection! If they take 'no' for an answer, without some sort of followup they are not going to be the kind of sales force I need."

Are you accepting "no" from your customers? Or are you rejecting their rejection? Are you following up to find if there is any other information that you could provide them that might change their mind.

Now mind you, I am not advocating stalking your customer until they finally say "YES!" That would be a bit creepy.

But, if you really feel that you have a product or service that meets their needs why not take it a step further. Without being pushy, ask if they need anymore information about you or your product or service.

Reject their rejecting and see what happens! Let me know!

Gratitude, the gift that keeps on giving

Last night I was watching Boston Legal, and at the end of the show an announcer said "thanks for watching ABC" I was floored! Now maybe all television shows thank you for watching them, but I don't think so. But as I thought about it, they all should be thanking us. We are the reason they get to go to work everyday and we have a LOT of choices what to watch these days.

Last week an automotive sales consultant in my class said that he always thanks his customers for coming in. I didn't get the sense that this was a perfunctory "thanks", but rather a sincere expression of gratitude. And when you think about it we all should be grateful for our customers.

Gratitude is the gift that keeps on giving. Think about a time when you did something nice for someone and they didn't say "thanks!" You didn't need them to say thanks in order for you to feel like you did a good deed. You know that what you did was kind or thoughtful. You needed the thanks to know that they "got it." But the loser was really the person who didn't say thanks. It meant that for what ever reason they were not able to really get the fact that someone did something nice. Gratitude feeds us by allowing us to see the good around us. The more we can express gratitude, the more we are able to notice the good and then feed off it.

Your customer might liked to be thanked for coming in. In fact I am sure they would. But do you think that you also might treat a person differently if you felt grateful to them? I know I would.

And wouldn't your day feel better if you spent a few minutes in the morning thinking of ten things you are grateful for. Wouldn't that change your attitude?

I am grateful that you have taken time to read this blog. Let me know what you are grateful for!

Give to Get Back

I just read an article about Miuccia Prada, the men's clothing designer in the March issue of GQ. She said "Everybody wants love for themselves. I hear this all the time from the women I work with. I hear them say "I want, I want", I never hear them saying what they want to give." Now you might be thinking, great Laurie, I thought this was a sales blog, how does a fashion designer talking about women's love lives have to do with me and selling? Good question. Well, in the 18 years I have been training sales consultants I generally hear" I want more sales, I want more customers" and like Ms Prada I rarely hear what the salespeople want to give.

The more we think about what we have to offer, our value proposition, the more successful we will be. What sets you apart? What are you willing to do to make your customers life better or easier? What are you willing to give your customer. This giving can and should take the form of community involvement, volunteer work or just plain going the proverbial "extra mile" for your customer.

Customers are egotists (as we all are) and they want to know "what's in it for them?" Your job is to let them know what you are willing to give. It could be your time, your expertise, your understanding of their unique needs and wants.

So the next time you encounter your customer think to yourself "what am I going to GIVE this customer", "NOT what do I want from them?" Let me know if it makes a difference!