How many times has a potential customer called up for a quote and you were not responsive? Or, you didn’t provide the customer with the turnaround time they needed. When you don’t listen to the customer’s requests, your company is telling that customer that you aren’t interested in him or his business. Check out these scenarios. Do you recognize your company?
Scenario 1: Mr. Customer calls up your company and needs 700 widgets and needs them within 48 hours. You take over 48 hours to respond to his request with a quote. Needless to say, Mr. Customer has already called your competition and received his order by that time. And, needless to say, Mr. Customer will never call you again for a quote. Moral of the story: Be responsive.
Scenario 2: Mr. Customer calls up your company and needs 700 widgets and needs them within 48 hours. You respond to the request immediately but give Mr. Customer a 7-day turnaround. You weren’t listening. Needless to say, Mr. Customer calls your competition, pays a higher price than what you had quoted, and gets his widgets within 48 hours. Moral of the story: Listen to your customer’s requests.
Scenario 3: Mr. Customer calls up your company and needs 700 widgets and needs them within 48 hours. You respond to the request immediately and give Mr. Customer the 48-hour turnaround time he needs. However, you have to charge a premium for the fast turnaround time. You explain the extra costs involved and learn that Mr. Customer is okay with the added cost. His main concern is getting the widgets within 48 hours because if he doesn’t he is holding up orders from his company. Moral of the story: You are selling solutions to the customer’s problem, not a product or service.
So, just say yes to your customer’s problems. Be creative. Think about how you can solve the customer’s dilemma. Don’t look at how it will inconvenience the status quo. Look at how you can provide stellar service and support to your customers.
