A couple of weeks ago, during one of the classes of The Action Suite, one of my clients went off on a rant about something which happened to her a week or so earlier. What happened to her has been happing more and more today and with competition, be it from other businesses, or the one competitor which effects everyone, the internet; have businesses forgotten what ‘customer service’ is?
She had walked into a Starbucks and was the only person in line with three people working behind the counter. No one acknowledged her. No one addressed her even with a: “I will be with you in just a second.” One made direct eye contact with her and did not even nod to acknowledge her presence. Finally, many minutes later, someone came to help her. She let her feelings be known in no uncertain terms and left the store without purchasing anything.
“BE RIGHT WITH YOU!” Read More
Does anyone remember the days when you walked into a prospects/client’s office and simply stated what you had, what it did, how it did it, why they needed it and when did they want it? I do. I also know if you are doing this, you may not be getting the results you want, or need.
Those days are long gone and I for one am so happy they are. There was no ‘getting to know the prospect’ time. All we wanted to do was walk in, tell them all about the newest thing and get out with an order if we could. The sad part was, we walked out more often without the order than with. Then, things started to change and we began the ‘bonding and rapport’ process.
It was not a miraculous concept, it simply meant we started to get to know our clientele better. We slowed the process down. The end results were more sales orders than before.
“WHAT IS YOUR HURRY?” Read More
Have you ever been in a conversation where the other person is like the ‘Energizer Bunny’ and just keeps going and going and going? How long before you completely tune them out? Is it; one minute, three, maybe five or even longer? Statistics show that it is under the one-minute mark.
However, some in the sales game will use the above tactic as they feel by talking all the time they will wear you down and the only alternative to get them to shut up is to buy. Honesty check: How many of us have used the ‘gabfest technique?’ Don’t be shy, you are by yourself reading this.
“SHUT THE HECK UP” Read More
Have you ever had a conversation with your significant other and as they are speaking you make a decision on what they are speaking on, hoping the one-sided conversation will stop, only to find it continues, regardless of what you said? It was like they did not hear you.
How about the time your kids were insisting on something and you replied: “No.” However, they continued on making their case and hoping that with the consistent badgering, you will actually give in. Again, were they even listening?
“DID THEY HEAR YOU?” Read More
Have you ever had a conversation in your personal life when someone refused to make any eye contact with you? How did it make you feel? How about, during a business meeting when the other party refuses to make eye contact? How does that make you feel? However, do you refuse to make proper eye contact with your friends/prospects?
To understand the importance of eye contact we have to go back to our caveman days, where eye contact, being part of the 93% that make up nonverbal communication, could have been the difference between life or death and even attraction and indifference. Remember, there was really no language, words, back then.
“SEEING EYE TO EYE” Read More
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.”
“Now what do I do?”
This is where your versatility and mind has to shift because of an unexpected event.
“CHANGES AT THE LAST MINUTE” Read More