Salespeak
Customers
- 24 October 2011
Do You Care On a Bad Day?
So there I was at the bank where we have had an account for 15 years. Considering the amount of money that this BIG bank spends on advertising, promotions, and freebies, one would think that keeping a customer during difficult financial times would be a number one priority. Trouble is, management failed to communicate this fact to Frank.
I went inside the bank to open another account. They were having a $25 special for new account holders. Advertising that if you refer a friend, you get $25 and so does your friend. Not a lot of money, but an OK incentive to enjoy lunch on the bank's dime. My friend was for it, and so it all seemed easy, until I met Frank.
After explaining why I was there, he informed me that because I was already a customer in their bank, I didn't qualify for the incentive. He would be happy to open the new account, but alas, no 25 bucks.
I informed him that the branch manager had told me just the week before (all true), that I did, indeed qualify, and that my new account would be welcomed. He still said "Nope, can't do that."
Using my persuasive skills, which must have been off that day, I explained to him that it costs them hundreds, if not thousands of dollars just to attract ONE new account holder. It was met with a "Sorry. Can't do it."
There's more, but you can guess. Now he was not only wasting my time, he was ticking me off, as well. Not only did I wait for the branch manager to help me, which of course, she did, cheerfully, then went directly to my laptop.
I wrote a one page letter outlining my unpleasant experience with Frank. After which, his boss called me. Graciously apologizing for Frank's behavior, I was told that maybe Frank was having an "off" day. You bet.
So do you ever have "one of those days"? Maybe you woke up on the wrong side of the bed, or worse yet, maybe you didn't get any shut eye the night before your customer interactions,. After all, who is more important than our customers? Here are five tips to ensuring that you don't have a "Frank-Day":
1. Start your day with a positive affirmation such as "It's going to be a great day. I'm going to close X."
2. Wear something you feel/look good in. A bright color, your favorite comfy shoes (work-appropriate, of course), a cologne that puts a spring in your step. Something that makes you look, smell, or feel appealing.
3. Avoid early morning junk food. If you only have time for a doughnut and coffee, make a healthier selection. Perhaps an omelet and orange juice. It will give you more pep, instead of weighing you down.
4. Have your plan and avoid procrastinating. If you have a difficult task to accomplish, get to work on it right away--whether it's a customer phone call, a forecast, or a meeting, get going so it doesn't weigh heavily on you until you "get to it", later in the day. It's always a relief to know that the project is either completed or underway.
5. Smile! You hear this from me all the time. As you are driving to work, smile. If you are on the phone, smile. Whoever you encounter, smile at them. They'll smile back and I assure you, the day will improve immediately. And what a great way to know you aren't all alone! You are probably making someone's day brighter in the process.
So, Frank, if you are reading this, maybe this will help you next time you decide to say "no" to a customer for a reasonable request. It also may save a reaming out from your manager.But most importantly, your day will go better AND you'll have a customer for life!