Are you making this mistake? I have been getting some strange requests of late. An executive at large consulting company wants us to participate in some research. It has to paid for. She sends me a long form to fill about my company to register etc etc and become part of this pathetic process. Then there are these requests from various people (banks, credit cards, airlines….. never ending list…) to update some information or the other. Its Funny, I NEVER got a single request from any of my customers over the years, neither did I make one. These are only from salespeople – or should I say LAZY salespeople. Why on earth are you asking me to update your database? How laid back can you be? What do you want me to do next ----- How about your windows? Do they need washing? Floors need waxing? Trash can full? Why not ask me to make your car payment? Don’t you think it’s about time that we put an end to STUPIDITY. Use some common sense and add value and not expect customers to do our jobs. I know that all of us do this. I am certain. And I know some of you will mail back to tell me that how customers don’t mind doing this. Probably because they do it with their customers too. What a complete BBS….. Pause. Think for a minute. Think of what you are doing. You are asking customers, prospects, friends to stop what they are doing and spend their time to make sure that YOUR records are current. How smart is that?? How do you think that as a professional you get perceived when you do this? At the very least the customer is thinking that this guy can’t even keep his database updated. He doesn’t have the sense to just google it. How about applying some intelligence, some common sense, some professionalism. How about calling the customer with a great idea or some valuable input and oh by the way is my information correct? THINK. How can you help your customer instead of helping yourself? Important Lessons: There are no shortcuts in sales. There are no shortcuts to relationship building. And every action you take as a salesperson exposes you and how you conduct yourself as a sales professional. Every action has an impact – either positive or negative. There are NO neutral zones in sales life. Updating your database is a great opportunity to reconnect with your entire customer base, if you will just pick up the phone and call everyone. You heard me, EVERYONE! How about coming up with a few ideas that will leave a positive impression on your customers rather than a pathetic one? It’s a start point for building loyalty. Think about this for a minute. Who do you feel loyal to in your company? Someone who praises you, adds value to you, gives you good inputs, feedback or to someone who keeps asking you for some frivolous thing or the other???? There are three kinds of people -- people who make things happen, people who watch things happen, and people who don’t know what’s happening. Which kind are you? Increasingly in the name of economy more and more people fall in the last category. SO Now is the perfect time to change your situation, and take a self-leadership position. Now is the perfect time to take control of yourself -- your thoughts, your expressions, and your actions. Now is an opportunity. While this uncertain time is passing there are three atmospheres: Which atmosphere do you exist in? Wake up!!!! Can you imagine a customer saying, “Glad you called, I’ve been meaning to call you, I have an order for you!” Start calling, you’ll be surprised!!!!
RUDENESS. Where are the manners? I get five mails a day from this company to remind me to fill that form (Can you believe it? They expect to be paid, they will make money and I will do the work!!! Ya right!!)
LAZINESS. Update your own records. If you need them it’s your job.
DO. Your own admin, order forms, and follow-up.
DO FOR OTHERS. Things that prove you value them and their time.
BUILD. Give some value. Give some ideas. Create relationships
What kind of an image of yourself and your work ethic are you sending to your customers and prospects? If they place an order, are you gonna call them and ask if they can pick it up so you don’t have to fill out the courier forms?
How about this: Do your own work. Times are changing rapidly. Economic news is hitting every sector every day. Your customers need help, not frivolous emails begging for their assistance because you’re too lazy to do it yourself.
Insurance salespeople fill out the forms for the customer. Always have, always will.
Bank loan salespeople don’t fill out the forms for the customer – they rely on you for complete documentation – and act as some God’s gift to mankind. Maybe that’s why it’s so hard for them to secure customers. “We fill out the forms” would be a competitive advantage to gaining my business. Obviously as is evident worldwide they don’t enjoy any loyalty from any customer!!!
If you actually do that every quarter, I’d say you have to be very dumb to not increase your sales by at least 15%.
If you’re in sales, now is the time to sell. Sell better and with more passion than ever before. Start with existing customers. Serve them so phenomenally that they buy more or from only you, and refer you to others. That’s a change you can thrive with.
One is fear and anger. Being bitter, not better.
One is hope and anxiousness. Waiting instead of doing.
One is positive anticipation and determination. Digging in and doing.
Pick up the phone and call every customer. You might get more orders. You at the very least put yourself ahead of the competition who are annoying customers.
That would be a “delight” instead of a “delete.”