What type of customers are you trying to reach?
Some people will say, all of them. That is a mistake.
There are customers who only want the cheapest price. The problem with building your business on these people -- it is really easy for people to come in and steal them. All they have to do is be a dollar cheaper.
The old saying says if you want to live with the classes, sell to the masses.
I believe that the masses want value. If you can explain to the masses why your prices are what they are, they will buy what you are selling. I heard of a business who was three dollars more than one of the box stores on automotive service. The difference between what the independent does and the big box store does is no contest. But the independent has to communicate the difference.
Make sure your advertising communicates your price and what they get for the investment. Here are some tips.
1. Don't be afraid to attack the box store and explain why you are a little higher. Never pick on the smaller business, but you can attack the big boys.
2. Have professionally produced collateral material explaining the difference.
3. Communicate with your customers in between the times that they need you.
If you want them to understand your price, you have to explain it to them. Good luck.
Sunday, May 16, 2010
Saturday, May 8, 2010
What side of the desk?
I make no bones about the fact that I am a salesperson. Salespeople are vital to businesses and our economy.
Conversely, I get embarrassed and mad when I see sales people using "tricks" to close sales. I remember a sales trainer who said not to call your customer on the day of the meeting to confirm it, because they may cancel it. Really? Seriously? If your meeting was that shaky, I would contend that you really did not have a meeting.
As trite as it may sound, sales is all about helping the customer. Find your customers wants, needs, and goals and help them achieve them. Find out what keeps your customer up at night and help them solve it. In a nutshell, that is what sales is all about.
When you do that, you are on the same side of the desk. You are looking out for their business, their desires, and their goals. When you are on the customers side of the desk, things are always better for your company.
This week, go get on the customers side of the desk.
Conversely, I get embarrassed and mad when I see sales people using "tricks" to close sales. I remember a sales trainer who said not to call your customer on the day of the meeting to confirm it, because they may cancel it. Really? Seriously? If your meeting was that shaky, I would contend that you really did not have a meeting.
As trite as it may sound, sales is all about helping the customer. Find your customers wants, needs, and goals and help them achieve them. Find out what keeps your customer up at night and help them solve it. In a nutshell, that is what sales is all about.
When you do that, you are on the same side of the desk. You are looking out for their business, their desires, and their goals. When you are on the customers side of the desk, things are always better for your company.
This week, go get on the customers side of the desk.
Sunday, May 2, 2010
A great experience!
What can you do this week to improve the customer experience at your business? Here are some thought starters:
Make sure that the customers are greeted in a timely manner. When I say greeted, I mean with eye contact and a message that says, "glad you are here and we are dedicated to help you."
Get back to the basics. Does your team know exactly how to help your customers? If you were to have a fun pop quiz in the next team meeting, would everyone pass it? If they couldn't pass it, is that their fault or yours?
Spend some time with your staff as they are serving the customer. Are there changes in their tools or systems that would help them serve the customer better.
Just three quick thoughts to help you serve your customer. Have a great week.
Make sure that the customers are greeted in a timely manner. When I say greeted, I mean with eye contact and a message that says, "glad you are here and we are dedicated to help you."
Get back to the basics. Does your team know exactly how to help your customers? If you were to have a fun pop quiz in the next team meeting, would everyone pass it? If they couldn't pass it, is that their fault or yours?
Spend some time with your staff as they are serving the customer. Are there changes in their tools or systems that would help them serve the customer better.
Just three quick thoughts to help you serve your customer. Have a great week.
Sunday, April 25, 2010
I have a complaint!
I had a complaint this week. It was a big enough complaint that I contacted a friend of mine at the business and told him about my frustration.
His reacation was the best way to handle things.
1. He thanked me.
2. He told me what normally happens with such events.
3. He told me what he was going to do.
My question this week, do you handle complaints in such a manner?
Remember, hate is not the opposite of love. The opposite of love is indifference. So if people are complaining they must care. How you handle that complaint is vital to the future of your business. Be sure to thank them.
If they email you, make sure that you reply. (Email has no tone, be careful)
Let them talk. Let them have their say, take notes and then repeat back to them so you make sure that you haven't missed any of their concerns. It tells them that someone is listening.
Don't tell them what you can't do -- tell them what you can. If they ask you to do something that you can't do for whatever reason, don't say you can't do it. Instead, say here is what I can do.....
Make sure that you follow up with them.
Remember, if they care enough to complain, treat them with kindness and you can create a stronger customer then ever.
Good Luck!
His reacation was the best way to handle things.
1. He thanked me.
2. He told me what normally happens with such events.
3. He told me what he was going to do.
My question this week, do you handle complaints in such a manner?
Remember, hate is not the opposite of love. The opposite of love is indifference. So if people are complaining they must care. How you handle that complaint is vital to the future of your business. Be sure to thank them.
If they email you, make sure that you reply. (Email has no tone, be careful)
Let them talk. Let them have their say, take notes and then repeat back to them so you make sure that you haven't missed any of their concerns. It tells them that someone is listening.
Don't tell them what you can't do -- tell them what you can. If they ask you to do something that you can't do for whatever reason, don't say you can't do it. Instead, say here is what I can do.....
Make sure that you follow up with them.
Remember, if they care enough to complain, treat them with kindness and you can create a stronger customer then ever.
Good Luck!
Saturday, April 17, 2010
Feed back!
Feedback is vital in dealing with customers. Here is a quick tip.
Create a relationship with a customer you can trust and who will be very direct and honest with you. When you have a new project, call them and get their input. Some things to consider.
1. You have to select the right customer - he/she has to be direct and open and understand that you have the final say.
2. Be open to what they are saying. You don't want someone to tell you what you want to hear.
3. Be sure and thank them for their time.
Think about it, great feedback could save you a lot of time and energy.
Create a relationship with a customer you can trust and who will be very direct and honest with you. When you have a new project, call them and get their input. Some things to consider.
1. You have to select the right customer - he/she has to be direct and open and understand that you have the final say.
2. Be open to what they are saying. You don't want someone to tell you what you want to hear.
3. Be sure and thank them for their time.
Think about it, great feedback could save you a lot of time and energy.
Sunday, April 11, 2010
The tale of two businesses
This entry is short and simple. (The same has been said about me) Like most simple rules, it is easier to understand than to follow.
We went out for a quick motorcycle trip this weekend with some dear friends. Saturday afternoon, we stopped at a restaurant. We waited by the “please wait to be seated sign” for probably 45 seconds. The breaking point came when I made eye contact with an employee and he quickly looked away. At that time, I selected the table and asked him if this was okay for us to sit down. He asked a young woman and she answered in a frustrated tone, “I guess so” and something else that amused the young man but I could not hear.
That set the tone for a meal we didn’t like and an experience that we will never repeat.
On Sunday Morning, we ate breakfast at a restaurant that is open 6a – 2p. We walked into that restaurant and received a prompt good morning and welcome, you may sit here greeting. Breakfast was okay, but when we return, we will repeat that process.
One restaurant built future business and one destroyed it, just by how they took care of the customers. The first restaurant owner will probably blame their advertising and/or the economy. When in fact, the problem is how they treat their customers.
How are you treating your customers?
We went out for a quick motorcycle trip this weekend with some dear friends. Saturday afternoon, we stopped at a restaurant. We waited by the “please wait to be seated sign” for probably 45 seconds. The breaking point came when I made eye contact with an employee and he quickly looked away. At that time, I selected the table and asked him if this was okay for us to sit down. He asked a young woman and she answered in a frustrated tone, “I guess so” and something else that amused the young man but I could not hear.
That set the tone for a meal we didn’t like and an experience that we will never repeat.
On Sunday Morning, we ate breakfast at a restaurant that is open 6a – 2p. We walked into that restaurant and received a prompt good morning and welcome, you may sit here greeting. Breakfast was okay, but when we return, we will repeat that process.
One restaurant built future business and one destroyed it, just by how they took care of the customers. The first restaurant owner will probably blame their advertising and/or the economy. When in fact, the problem is how they treat their customers.
How are you treating your customers?
Sunday, April 4, 2010
Do you listen or talk?
Has this ever happend to you? (Bold part is yours)
Welcome to hamburger world, may I take your order.
Yes, I would like a hamburger with onions and pick....
You want cheese on that?
No,
what did you want on the burger....
Onions and pickles with fr.....
Do you want fries
Yes....and a Di....
What kind of drink?
Diet.
This post is not about the drive through workers. It is about getting you to think about if you do the same thing to your clients. Sometimes, we are so busy "working" and "selling" we aren't listening. When we listen, they tell us what they need and want. When we know what they need and want, our job get's eaiser.
I don't care if you are in retail, direct sales, manage a team, or work in a drive thru, if we listen, our job becomes easier. This week, try listening more and talking less.
Have a good week.
Welcome to hamburger world, may I take your order.
Yes, I would like a hamburger with onions and pick....
You want cheese on that?
No,
what did you want on the burger....
Onions and pickles with fr.....
Do you want fries
Yes....and a Di....
What kind of drink?
Diet.
This post is not about the drive through workers. It is about getting you to think about if you do the same thing to your clients. Sometimes, we are so busy "working" and "selling" we aren't listening. When we listen, they tell us what they need and want. When we know what they need and want, our job get's eaiser.
I don't care if you are in retail, direct sales, manage a team, or work in a drive thru, if we listen, our job becomes easier. This week, try listening more and talking less.
Have a good week.
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