Category archive for ‘Attitude’
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It’s Not About the Lollipop, It’s About the Customer Experience
Years ago, after a visit with the doctor and a painful shot or some other forgettable experience, we got a lollipop or some other sweet treat and a smile. Banks picked up on the idea and in recent times added doggie treats.
I just had a conversation with a friend about this tactic and he told me about his ritual of taking his dog for a ride to the bank drive through, which he describes as a fun time that he looks forward to. Imagine your customers describing their visits with you as a fun experience that they actually look forward to!
You might not invite your customer’s dog along or give it dog biscuits, because it really isn’t about the treats, it’s about the experience. This is a simple strategy that associates something enjoyable with you and your meetings. What can you close your meetings with that will associate you with something enjoyable?
Bill Malloy, an older business friend and mentor that joint ventured numerous deals with me, gave away gourmet jellybeans. He kept cases on hand and mailed them to anyone and everyone that made an inquiry. He gave Olympus OM 35mm cameras to customers that made referrals and was always running a unique promotion. He didn’t just give you a bag of candy or a camera, he made you feel good too.
Our entire industry associated Bill with a good experience. As a market leader and officer in our association, I introduced my wife to countless competitors, partners and customers. When I read this post to her, she said, “Of everyone I met in your industry, Bill Malloy stands out the most.”
My father-in-law kept his desk and closet well stocked with candy and all twenty-odd grandchildren knew it. The kids lined up for sweet treats and his laugh. “Have you been good?” he’d tease. I’m about to become a grandfather and my kids have reminded me of my obligation to have a big stock of candy. They associate candy with loving reward.
Remember my doctor that smiled? When I was 3 or 4 years old, he gave me a shot and I cried. He pulled out a lollipop, smiled, and apologized, “I made a mistake. That shot was for the girl downstairs!” There was no girl downstairs or upstairs. That was over 50 years ago and I still remember the lollipop, apology, and his smile, but the shot is foggy.
Buyers associate salespeople with pain, so change that association to something positive. The last thing you say and do is remembered most. Even if the meeting goes awry, you can patch things up with your close, and when it goes well, you can make it better. Say something personal and sincere, and apologize when necessary. Then throw in a bag of jellybeans, or something sweet, and most importantly, don’t forget your warm, sincere smile.
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Voice Mail Messages That Generate Callbacks: Tips from Business Development Expert Ron Karr
When you call customers or prospects do you leave a rambling, boring or informal message? Or even worse, do you simply hang up if they do not answer?
“Maybe that’s why these people (and maybe even some of your friends!) don’t call you back,” says Ron Karr, business development expert and author of Lead, Sell, or Get Out of the Way: The 7 Traits of Great Sellers.
“With Caller ID, regardless if you left a message or not, they know you’ve called. Plus, if you didn’t feel your call was worth a message, why would they want to waste any effort in calling you back?”
Ron advises sales executives, professional service providers and entrepreneurs:
- If you are going to call a business contact, be prepared to talk – don’t hang up.
- Know what you want to say and keep it brief.
- Leave a message that is customer-focused, not self-focused. Give them a reason to call you back.
- If you’ve called several times without getting a return call, change your message – it’s not working.
If calling your spouse, friend, relative or someone you know very well, the act of hanging up can merely act as a silent code between the two of you that says, “Hey, it’s me. Call me back.”
If calling a prospect, customer or someone you don’t know well at all, hanging up is simply too risky. For one thing, they have not established that silent code with you.
Secondly, people hang up thinking “if I don’t leave a message, they will never know I called.” Hello! Is anyone home in your mind? Of course they know you called!
In fact, because the relationship is not all that strong, you have now given that person carte blanche to come up with their own reason as to why you did not leave a message and create their own message. Messages that often lead to false assumptions, emotions and actions based on those false assumptions.
Here’s the problem with most voice mail messages and why they don’t generate callbacks. They are self-focused vs. customer-focused. Every time you hear a message, you make the mental decision as to whether or not that caller deserves more of an investment of your time. Leaving messages that record your name, company name and the request to call you back simply does not motivate many people to call you, especially if you are someone they don’t know. Leaving messages with the above and talking about a product or service will not get a callback either.
So how do you get callbacks? Simply change your message from being self-focused to being customer-focused by putting an outcome in the message. A result the person will get from calling you back that will benefit them.
“A client of mine was selling x-ray technology. Getting frustrated that the radiologists were not calling her back, she changed to message to: ‘Please call me if you want to put an end to the irate calls you are getting from the Docs because of lost films.’ She claims to have gotten 70% of her calls returned. Would you appreciate 70% of your voice mails being returned?” commented Karr.
“Bottom line, if you want your voice mail messages returned, then give the receiver a good enough reason to do so.
“Want to learn how to get your calls returned and get people to buy your ideas? Then make the investment and get the book Lead, Sell, or Get Out of the Way: The 7 Traits of Great Sellers,” added Karr.
Want to double, triple or quadruple your sales revenues, I highly recommend this program Lead, Sell, or Get Out of The Way Boot Camp. Sign up now as seats are limited.
About Ron Karr:
Ron Karr is the President of the business consulting firm Karr Associates, Inc. Ron specializes in helping organizations and professionals generate remarkable sales and operational results. Ron has been interviewed by Entrepreneur Magazine, Bottom Line Business, and Selling Power, as well as Bloomberg TV, CBS Morning Show in New Orleans, Joe Connolly’s Wall Street Journal Report and many other shows.View Ron’s recent interview on The Rhode Show on FOX TV in Providence, Rhode Island: http://www.ronkarr.com/media
Contact:
Ron Karr
Office (201) 666-7599
Cell 201-914-3895
ron@ronkarr.com
www.ronkarr.com -
Enthusiasm is the lever that moves a sale
Archimedes said, “Give me a lever long enough and a fulcrum on which to place it, and I shall move the world.” Enthusiasm is the lever that moves a sale.
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