In the first two parts of this three part blog post we’ve looked at (part 1) increasing moral, boosting business and ensuring that all your team take a positive attitude towards selling the business and also (part 2) increasing sale sopportunities, correcting mistakes and ensuring the customer is put first in all your day to day interactions.
Part three; Turning problems into opportunities is one skill we will look at as we examine two further departments’ role in sales generation.
Customer Services Some companies see Customer Services as a Cost Centre. They can be. But on the other hand, they also present big opportunity. People generally don’t remember reasonably good, or even good service. They remember bad service very well but when it comes to buying again, they remember excellent service and their choice becomes automatic.
The very best time to show your excellence in customer service is the moment a customer encounters a problem. It is at this moment you can convert a one off buyer to a lifetime client! Someone who has the skills to turn the issue around like this is not found in every company, but the skills can be learnt. When they are learnt they become invaluable because your new customers for life are also likely to give you some free advertising and spread the good word about your company!
Do your staff have the skills to turn a problem into an opportunity? No? Maybe you should give us a call to help you?
TOP TIP
Get every staff member to keep a list of all the customer’s problems. These lists can then be collated, edited and then form the basis of a training manual of how to deal with most common situations. Put a copy in every staff member’s inbox, toolbox or glovebox for instant referance material. Put your mobile number (or a list of sutiable numbers to call for help) at the back should they have a problem they can refer to you on any matter instantly.
Accounts Chasing debt is essential; cashflow is king after all. But ensuring payment comes in on time requires contact with the customer and it is not always an easy phone call. Whether your client is a consumer, a consultant, a small business or a corporate giant may determine how they interpret “30 days from invoice date”.
Once again, the accounts team will have contact with your customers and it is how they interact that can impact current and repeat business. Sometimes you may have to be firm with a client but in building a relationship, you are giving that client good service and they will be this more likely to pay you on time – you then have to ‘hassle’ them less for payment and your company becomes the preferred supplier, not one to ‘avoid’ at all costs!
Is your team interacting professionally and improving the customer experience?
Conclusion It is difficult to find many people within an organisation that do not have some responsibility for sales/customer retantion and it is essential that everyone takes this responsibility on board. For many, saying and doing the right thing is not something that comes naturally and a seemingly innocent comment at an inappropriate time can be fatal. Training everyone in your organisation that have any customer contact will make a positive difference to your bottom line.
Please share any comments or examples below of non-sales staff making or breaking a sale. Of course if you want to talk further on any of these issues, give me a call or drop me a line.
Next time I will look at some of the biggest mistakes people make on the phone without even realising it.
Ian Picken
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