There have been so many changes in the sales world in the past 10-15 years. Technology has certainly played a major part in it. However, the biggest and most recent change is the interaction between seller and buyer.
In his book, ‘To Sell Is Human:’ Daniel H. Pink talks about how the shift in information and the easy access to it has taken the simple transaction of caveat emptor to caveat venditor. In other words, we have gone from buyer beware to seller beware. It is the foolish and unknowledgeable seller that now must beware in how he not only conducts business but how he treats his customers and prospects.
“We are currently having issues with our supplier on…” You think: “Great! I now have something in which to make us look better than the competition.” You think this because you have yet to achieve the art of the next question.
Confucius said: “Life is simple, but we insist on making it complicated.” Why is that?
As most of you know, I am a voracious reader and I love to read business books primarily to do with leadership and business development.
You have planned for a couple of weeks. Put everything in place for a very important meeting with a major prospect including travel and accommodations as you will need to be there the night before to be able to meet them on time. Then you get the call: “Hi. I will be coming over to your town and would like to meet Tuesday instead of Monday.” All you can think is: “But, I had everything arranged for Monday in their city.”
We are all consumers. We have our favorite restaurants, body shops, gyms, clothing and even grocery stores. We expect and quite frankly, demand a certain level of customer service. If we do not experience it, we walk go someone who will.