How Do You Really Train Customer Service Employees?
How well you prepare customer service representatives has everything to do with your brand.
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Fatal Sales Failures: Recap #1
Recap of week one of Fatal Sales Failures featuring five great sellers on their worst mistakes and how they learned to avoid them.
Ask Your Customers The Ultimate Question
Whale Hunting is a great strategy to grow your company fast. But even fast-growing companies make on average 80% of their revenue from existing clients. So it’s much more important to keep existing whales than to hunt for new ones. How do you find out if there is a high probability that existing whales will work with you next year, too?
People Buy from People They Like
We believe that this old adage is for the most part true, but not quite so simple. Really, what ever really is so simple? Actually, the more I thought about this saying, the more I realized that it fits quite nicely with what we teach to small businesses.
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Are You Building Trust or Just Fixing Blunders?
We came home from the grocery with a little mesh package of new red potatoes. Also a package of baby portabella mushrooms. Planned to use them on the same day; did not demand that they stay fresh for even three days (although that wouldn’t be too much to expect, would it?)
As I started assembling the roast pork tenderloin dinner, I discovered that the potatoes were rotten. Not just mildly old—completely unusable. All of them. So good husband returned to the supermarket to get replacements. A few minutes after he left, I opened the portabellas. Whew! Old. Unacceptable. So from a very expensive, high-end so-called “luxury” grocery store, I had two high-priced items on the same day that were unfit to eat. From a provider whose minimum requirement should be “food that is fit to eat on the day you buy it.”
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The Pleasant Comfort of Trust
There is nothing more enjoyable than being in comfortable surroundings. In the show Cheers, I am quite certain it wasn’t the just beer that brought Norm to the bar—though it was a nice bonus. Rather, it was the comfort and comradery that he felt at the bar. Norm could be himself and not really give a care. If you remember, the entire group in that bar was extremely open, frank, and much braver within the group than outside of it.
Are You Missing the Smallest Sales Opportunities?
Don’t think for a second that you’ll keep this whale-client because you landed the big, initial sale. Your team needs to be accessible, reliable, and flexible. Business is about people, relationships. An authentic email. Thoughtful phone call. Focusing on them. All of these things will go a long way to building trust and growing your revenue potential.