?And mama always told me, be careful what you do, don?t go around breaking young girls? hearts.?
Billie Jean ? Michael Jackson
I changed one of my suppliers last week.
Looking back I don?t think I ever had any problem with the pricing, value, quality or effectiveness of the service or products.
It was just that the account manager was so ? bloody ? miserable.
Ask him a question ? any question ? and the answer would?drip with doom, gloom and self pity.
I put up with it ? you do, don?t you? It?s just easier?
Somewhere close to you now, a?sales person is?walking in to see a?customer and after being asked ?How?s it going?? they?ll say something like;
- ?Tough, really tough.?
- ??Aw, you know, plodding on.?
- ?I was alright until I hit that traffic, man it was backed up right past the exit.?
And all around the world, businesses are closing their doors for the last time, with owners and shareholders scratching their heads, wondering how such a brilliantly priced, quality widget somehow failed to catch on in the way they knew it really should have done.
- Incredible caterers and sandwich shops, who delivered sumptuous feasts but left their customers feeling cold and unwanted ? Closed.
- Brilliant local DIY stores who had everything you needed; the knowledge to help but the ability to make you feel stupid if you had to ask ? Closed.
- Fabulous suppliers with the best range, price and service ? but whose sales team treat customers like they?re just one of an unlimited supply ? Closing all over the place.
Here at Varda?Kreuz Towers we?re in the middle of delivering a series of customer service workshops for one of the UK?s biggest employers and while I was researching the subject matter to make the course truly bespoke, I realised that the main learning outcome centred on one key nugget of wisdom.
You see, lots of people request Customer Service training, but sometimes it isn?t actually what they need.
SERVICE is the thing you deliver; it?s what customers are left with after they?ve paid their money, what they?ve had once they?ve eaten at your restaurant or come out of surgery.
HOSPITALITY is how you make people FEEL about that service.
The dictionary calls it - ?the friendly and generous reception and entertainment of guests, visitors, or strangers?.
So, ask yourself this;
?My business ? I know what we DO for customers, but how do we make them FEEL when we do it??
I can understand why some of you might not think?that matters ? however, If you?re one of my regular suppliers and you haven?t heard from me for a while, I?m really sorry you had to find out that I?ve moved on by reading this article.
As a bit of advice, if you want to keep the rest of your client base at least pretend you?re enjoying the interaction with them, because if you?re not, they certainly won?t be.
You see I expect quality and service ? that?s what I?m paying for ? but if I find out from someone else that there is also an option to?feel great about it as well, then my expectations have just been raised ? and what I used to think was good enough simply isn?t anymore.
Until next time, have a great week
Chris
Feel free to leave a comment
This year, I want to help you and your team become more successful than you?ve ever been before ? call my team now on 0844 293 9777 or request a call back by going to the Contact Us Page here.
You and I can work out a sales training programme that suits your requirements perfectly ? foundation level sales training, field sales training, account management training, selling value over price, customer service training, whatever it might be ? but it?s a big old world out there and if you don?t take two minutes to invite me over, I may never know you need me.
We create bespoke training days from as little as ?185 per person, so give my office a call today and we can get a date in the diary to start working on tailoring something just for you.
Chris Murray
0844 293 9777
By the way, if someone has forwarded you this newsletter, you can sign up to receive it directly from? Varda?Kreuz here
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Source: http://vktraining.wordpress.com/2012/10/10/you-cant-count-on-quality-to-save-your-business/
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