How Do Your Customers Rate?

"Think of yourself as a resource to your customers; an advisor, counselor, mentor and friend" -Brian Tracy

What exactly would you say is your responsibility to the customer?

In addition to pursuing the sale and planting the seeds of product/service benefits, solutions and value; as sales professionals, we have a responsibility, if not a duty, to vigilantly examine how we rate and manange our customer/client relationships.

How do you go about shaping the customer’s thinking around why it's in their best interest to continue working and doing business with you?

How do you go about perpetuating that message?

As a standard course of action, do you schedule post sale and/or regular customer check-ins?

Do you follow up as promised...and if so, are you respectful of the customer's time and schedule?

How often do you check up on your customer’s product/service experience...and in what ways are your customers deriving value?

These are questions you may wish to further reflect on...which brings me to the final $64,000 question:

How do you suppose your customers would rate you in the above mentioned areas...average?...above average?...
exceptional?...or not at all?

How we apply our attention and effort to the needs/expectations of the customer will either amplify or minimize loyalty and relationship longevity.

Doesn’t it make sense to hone in on these areas so that we are more results-oriented in our jobs...more responsible and memorable to our customers?

It goes without saying, customers/prospects have a myriad of purchasing choices available to them...so, whenever they elect to spend their time and dollars with us, we must continually and proactively feed the fires of their trust by keeping a focused line of communications in tow.

It's the steady, diligent 'touches' that give customers the confidence and satisfaction of knowing they are being taken care of...and that we care.

I'd rate that a 'win win' all around!

Going The 'Extra' Yard...

"Obstacles are necessary for success because in selling, as in all careers of importance, victory comes only after many struggles and countless defeats." -Og Mandino


As sales/phone sales professionals, it’s not uncommon to sometimes lose focus, motivation and even confidence in one’s ability to go that 'extra' yard.

There is usually a host of reasons/circumstances that can be attributed--performance slumps; lost deals; missed quotas and what can sometimes seem like an endless number of not interested prospects.

Sales is a profession that requires not only unwavering perseverance, but discipline and a positive, "hang in there" attitude to effectively navigate the rough spots,in order to keep landing on your feet!

So, as a reminder…whenever you are experiencing a nasty slump or questioning your abilities because everything seems to be working against you…pause and take a moment to watch this short video clip--please copy and paste into your web browser:

http://www.youtube.com/watch?v=lSM1mvMypWU

It's important to empasize, that in spite of shifting sales winds…in spite of unanticipated hurdles…in spite of relentless competition…you can still get the job done!

You can fire up your enthusiasm; re-charge your confidence and close deals!

Also, during challenging periods, use this time to discuss set-backs and concerns with your Manager--get the support and guidance necessary to rebuild and/or rework your game plan.

Like the main character in the video--when doubts start to show up (as they will), don't give in...don't make excuses...find the conviction to stay the course!

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