It’s perfectly fine to have a “sales pitch.” Wait, doesn’t the title say the opposite? Not exactly. Having a clear, well-rehearsed way to communicate your value is smart. But using the same pitch every time is not. That would be like a defense lawyer delivering the same opening statement for every case; impossible, ineffective, and […]
Pitch Less, Ask More Read More »
GET and KEEP Customers, Prospecting
Stuff Happens — And That’s Your Opportunity to KEEP the Customer If you think your customer relationship is going to run smoothly every single day, you are 100% wrong. Even the best, most well-run companies experience hiccups. Stuff happens—and customers know it. What they don’t tolerate is a company that ignores issues, hides them, or
Getting customers is the most important task of a salesperson and, no doubt, the most challenging. It takes time, patience, strategy, and resources to secure a GOOD new customer effectively. Many tips have been shared in previous blogs on how to effectively garner new business, but this post is about what to do after you
Don’t Let Your Value Become Invisible Read More »
Customer Retention, GET and KEEP Customers
Do we all agree (and we may not) that employees should be compensated based on their performance and contribution to the business? Is it fair to say that some employees in similar capacities should be paid more than others if their impact on the industry is greater than that of others? When you have one
Acknowledge, Recognize, Reward and Retain Read More »
Customer Retention, GET and KEEP Customers
Are you profit-driven or customer-service-driven? The truth is, you can be both by fully committing to just one of them. One simple and consistent strategy can generate all the business you want—and at the price you want. Focus on the customer in every possible way, and the profits will naturally follow. Deliver a superior level
What is the Perception? What is the Outcome? Read More »
GET and KEEP Customers, Go For WOW!
Well, here’s another contentious issue… tips. If you believe your service is so exceptional that you’re entitled to add a mandatory tip to a customer’s bill, then let that service speak for itself. If you feel the need to impose a compulsory gratuity, it signals a lack of confidence in your staff, your service, or
Want to attract new customers? Begin by gathering strong testimonials and utilizing them effectively in your prospecting and sales efforts. Yes, it may feel like old-school selling, maybe even cliché, but if it works, why dismiss it? (As long as you’re not competing on price alone.) Human nature drives people to want what others already
One Happy Customer Leads to Another…and Another Read More »
GET and KEEP Customers, Prospecting
Who is responsible for customer satisfaction? The short answer is every employee in the organization. But the truth is this: it always starts at the top. I recently spoke with an employee at a local grocery store. As a strong advocate of communication and training, I asked her who was responsible for training new staff.
Who’s Responsible? Read More »
Customer Retention, GET and KEEP Customers, Go For WOW!, Uncategorized
Adding Value: The Best Competitive Advantage You Have Control Over. In today’s marketplace, price alone is no longer enough to win or keep customers. Products can be copied, promotions can be matched, and convenience is expected. What can’t be easily duplicated is the value you personally bring to every interaction. Whether you sell from behind
Are You Adding Any Value At All? Read More »
Customer Retention, GET and KEEP Customers, Go For WOW!
What kind of message are you sending to your customers? How are you perceived? How do you present yourself, and how does your company present itself through its policies, procedures, and day-to-day actions? A customer’s perception of you ultimately determines their willingness to begin—or continue—doing business with you. Whether you operate as a retailer or
Perception is a Dangerous Thing Read More »
Customer Retention, GET and KEEP Customers
