| September 25, 2008 | Issn:1528-3992 - Circulation:18,000+ |
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1.
A Word from the "Editor" |
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1.) A WORD FROM THE "EDITOR"
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2.) HEADLINE ARTICLE
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«¤»„«¤»§«¤»„«¤»§«¤»„«¤»§«¤»Win the Battle, Lose the War«¤»„«¤»§«¤»„«¤»§«¤»„«¤»§«¤»
Dealing with customer concerns, problems and issues is a fact of life when you sell a product or service. And every person in sales has to certain customers who are more challenging to deal with. Some situations start as minor difficulties but quickly escalate into huge drawn-out battles. Unfortunately, many sales people unknowingly cause situations to escalate. Here is what I mean.
My wife overhead a conversation in a local grocery customer even though the customer's original concern was well-handled and properly taken care of. From what my wife could gather, the customer had bought some fruit (seven plums) that were not to her satisfaction. She wanted to exchange them and the "customer service" person told her to get the replacement plum and verify them her with before leaving the store. The customer did so. End of story. Problem solved. Quickly, easily and without hassle.
Well, not quite.
You see, as the store employee bagged the new plums she said a condescending tone, "You know, , we normally charge for the difference in price. So you're lucky today." I guess she was assuming that the weight of the customer's new plums weighed more than the returned ones or perhaps the price had increased since the original purchase. As you can well imagine, this did not go over well with the customer. She immediately exploded, "I should be happy? You should be paying me for my time and trouble and be happy that I'm not shopping at your competition. In fact, based on your tone with me, I will go to your competitor." And she stormed out of the store.
It was obvious to my wife that the customer service person made an unnecessary comment. The interesting thing is that this occurs more frequently than people think. Too many sales people feel that they have to point out a customer's mistake or get in the last word to show the customer how much effort went into solving the problem. But your customer doesn't care about that!
If the problem was caused by you, someone in the company, or a defective product, it was your fault! And if the situation is your fault then you owe it your customer to solve it quickly and without hassle. They don't need to know why the problem occurred or how difficult it may be to resolve. They just want a solution. Here is an example,
We used to buy two to four cappuccinos per day from a well-known coffee chain and the barista frequently added too much milk for our liking. When we questioned how the coffee was made we usually got a response like this, "Oh, it's made properly, you just want a dry cappuccino." No, we didn't because a dry cappuccino does not have enough milk. Because of the hassle, we invested in a cappuccino machine and now make our own.
From time-to-time, I get calls and emails from people who order my audio CD's. While I take great pains to ensure high-quality, sometimes the sound quality is less than perfect or the CD simply does not play. When someone contacts my office, we do not challenge them or ask them twenty questions before we issue a replacement. We send out a new item that day.
This may sound like a simple concept to apply. However, the challenge is your ego. Most people feel the pressing need to get in the last word. They want to make it clear to the other person where that individual went wrong because it helps them feel less taken advantage of. Many sales people have large egos. After all, this helps deal with the rejection and challenging customers. However, it is critical to recognize that these situations are not about you. They are about helping one of your customers get what they want and resolving their problems.
Behaving in a manner similar to one described above may make you feel better and lessen the pain of dealing with a challenging customer. But let's look at the financial impact for a moment. The comment from the baristas at the coffee chain caused us to buy our own machine which represents a financial loss of fifteen to twenty dollars per day for that particular coffee store. That's $5400-$7300 in lost revenue every year for that store!
Here is the bottom line. Getting in your last words may help you win the battle. However, even if you do win the battle, there is a good chance you will lose the war. That means your customer will find a reason to jump ship and shift their business to one of your competitors. Are a few last words that make you feel better worth that loss?
© 2008 Kelley Robertson, All rights reserved.
Kelley Robertson, author of The Secrets of Power Selling helps sales professionals and businesses discover new techniques to improve their sales and profits. Receive a FREE copy of 100 Ways to Increase Your Sales by subscribing to his free newsletter available at www. kelleyrobertson.com. Kelley conducts workshops and speaks regularly at sales meetings and conferences. For information on his programs contact him at 905-633-7750 or Kell ey@RobertsonTrainingGroup.com.
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4.) HOT BIZ*TIP
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Disk Cleanup- Open up some space!
Feel like giving your computer some elbow room to get work done a little faster, but don't want to remove any programs or files to do it?
Similar to the Scan Disk tool, Disk Cleanup is Windows XP's tool to speed up your computer by removing temporary files that might be cluttering up your disk space. Unlike Scan Disk, Disk Cleanup doesn't require rebooting your computer, and it gives you more control over what it throws away.
Before running Disk Cleanup, close all your running windows. From the Start menu, choose All Programs, then Accessories, then System Tools, and (finally!) Disk Cleanup. Select the drive you want to clean, which is usually the C drive. For a few moments or minutes, Disk Cleanup will survey the mess with its hands on its hips, shaking its head. Sorry, I couldn't help sharing my mental image. I mean to say, Disk Cleanup will assess your disk for a short time and open a window that tells you how much space you can make available by deleting different files.
I recommend unchecking "Downloaded Program Files". This folder can contain useful add-ins that you might miss in multiple programs. "Setup Log Files" is also best left undeleted in most cases.
If you scroll down within that window, you'll see "Temporary Files". Sometimes ScanDisk will incorrectly show that deleting "Temporary Files" will gain you 0 Kb because it only counts files that are less than 1-2 weeks old. Leave "Catalog Files for the Content Indexer" unchecked. Then click "OK".
Another window will appear. Under the "More Options" tab, you'll see three options with "Clean Up" buttons. Look at the third one. If your system regularly saves System Restore Points, you can delete all but the most recent restore point to reclaim some more space. Click that "Clean Up" button, then "OK".
When you're done, you might want to defragment your cleaned-up disk to make the most of your new space.
PS - if you print this tip, you won't lose your way when doing it.
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CONTACT INFORMATION-
Editor: Debbie Solomon
http://www.marketingtrendz.com
MarketingTrendz
1640 West Sandpiper Circle
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support@marketingtrendz.com
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DISCLAIMER-
THIS DOCUMENT IS PROVIDED FOR INFORMATIONAL PURPOSES ONLY.
The information contained in this document represents the current view of MarketingTrendz on the issues discussed as of the date of publication. Because MarketingTrendz must respond to change in market conditions, it should not be interpreted to be a commitment on the part of MarketingTrendz and MarketingTrendz cannot guarantee the accuracy of any information presented. Information provided in this document is provided "AS IS" without warranty of any kind, either express or implied, including but not limited to the implied warranties of merchantability, fitness for a particular purpose and freedom from infringement. The user assumes the entire risk as to the accuracy and the use of this document.
All opinions and viewpoints in each editorial of The OnLine Exchange Ezine is expressed solely by the editor and writer, Debbie Solomon. The opinions set forth by the editor is not necessarily an interpretation of viewpoints made by the company.
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