| Blame, Argue and Hang Up |
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What a Week! As an eternal optimist, I have to say I look forward to just about every day. Whether it's a Monday, a Thursday, or a Saturday, it's OK with me. Life is generally very positive; despite life's adversities.
So, I don't know what was in the air last week, perhaps it was an over-abundance of pollen, but I can tell you people were cranky. One of my suppliers, who dropped not one, but THREE balls in returning messages to me, decided that since she had laryngitis and had to move last week, that she could lay the blame on me for something she failed to do--"Follow up". Her lack of ability to make a verbal sound certainly didn't stop her from writing a nasty email to me. So her defensive posture, in lieu of just apologizing for not being responsive, was to blame. Then there was the salesperson who called me and said he is coming into town and how I have to see him. I wasn't even sure what he was selling. He then sent me a 3 page email sans paragraphs (very fun to read on my iphone), and I still wasn't sure. He called today and as he rambled on, I checked out. When I shared with him a lack of interest in his service, he argued with me. Then, he told me to have a nice day and the next thing I knew, there was a dial tone at the other end of the phone. So how are YOU doing? If the pollen is getting to you, too, I can assure you that blaming, arguing, and hanging up won't make you feel a bit better. Perhaps providing a bit of customer TLC is more effective. If you're not in the mood, read on... 1. If you feel awful, don't take it out on your customers. It's not their fault that your cat got out, your hair is falling out, or your last customer told you to "get out". The customer you have is THE most important person on the planet. Treat him/her like that and you will make more sales. I promise. 2. Avoid manipulation--it catches up with you. If you are professionally persuasive, you are more likely to increase your sales and get referrals. Communicate with honesty and integrity and you won't have to worry about where your sales are coming from. 3. Tell your customers they are appreciated. When was the last time you thanked your customer for their business? I can assure you that if you did, you are one in 10. Most companies take their customers for granted and can't "bother" to take the extra step just to appreciate the business. Try it. 4. Do I need to remind you to follow up? Nah. You know to do that, even if you aren't in the mood.Call and email your customers on a timely basis so they don't forget how important they are to you. 5. Forgive your suppliers for disappointing you. They're human, too. (c)Renee Walkup, All Rights Reserved, www.salespeak.com, 678 587-9911 |
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