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Let's Do Lunch... It's amazing what you can learn over a salad and iced tea these days. There I was, enjoying a perfectly lovely lunch with one of my closest friends, Robin. She and I were enjoying each other's company, when the subject of business came up. You see, she and her husband own a successful business and they are in the midst of developing their sales team.
The subject of professional development came up during this conversation. Now, despite what you think, I am not one who distributes my business cards at weddings, engagement parties, and bar mitzvahs. In fact, I adhere to my entrepreneurial family motto of "don't do business with friends or family". It's worked for me over the last 11 years, so I'm good with it.Anyway, Robin suggested that I put together a series of video and audio tapes for salespeople to download off of my website. I almost choked on my salad, because for the last 5 months, I have created, written, recorded, and posted audio and video tapes on our site for sale! "They're on our website ! I said. Haven't you seen the announcements in my newsletter each week?" Robin said, "You know, I read your newsletter every week and love the articles. But I didn't know you had packages to sell and train." So, if YOU didn't know it, either, go to: www.salespeak.com and for either $24, $29,or $97 (less than the cost of dinner), you can download some stuff that will make you more successful. (Are you happy now, Robin?) OK, so now that my promise to Robin (to announce the products in my newsletter) is complete, here are my tips for GO-ing the extra mile this week with your customers. The topic..."over delivering service". I was in Thousand Oaks California last week on business. The client put me up in a hotel that I had never heard of before. Although I was only there for two nights, let me share with you HOW they managed to impress a jaded traveler: 1. They offered fresh fruit, cold lemonade, fresh coffee drinks (even the fancy ones), and cookies out in the lobby at all times. Are you feeding your customers at meetings, events, when then are guests in your office? If not, it's a good idea. Even if they don't consume your offerings, it shows you care and are gracious hosts. 2. When I complained that my tub was leaking, they immediately came to my room to repair it. Since the tools weren't readily available (it was a big leak!), they offered to move me to a more suitable room or promised to repair it by 10am. Are you providing your customers two choices when there's a problem? Customers appreciate being empowered to make their own decisions. 3. Once I realized that I needed a ride to my client's office in the morning. the hotel called a car service for me. Not only did a driver arrive early, he was professionally dressed and ushered me into a spotless Mercedes, complete with a bottled water in the backseat. Are you making sure that you and your customer agents look the part when there are customers around (including at trade shows)? Consider that first impression, which is priceless. So there are your three tips this morning for impressing your customers. Oh, and remember, GO to: www.salespeak.com and check out our training tools so you can GO and sell more! (c)Renee Walkup, all rights reserved, www.salespeak.com, 678 587-9911 |
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