Conference calls, Webinars, Video Calls sure all ways to reduce costs and increase contacts. Yesterday I had a chance to do what I enjoy the most, go on the road and close deals. Mark St.Peter did all the leg work on a large deal for a large deal in SW Kansas. We presented the solution and ask for the order. After some deliberation the client signed. Again, nothing like closing a sale.
After reviewing the sales presentation, without being on site, we could have never known when to ask for the sale. Reading body language, getting all decision makers in the room and reading them. Knowing when the opportunity is to ask for the deal. It is my opinion that none of these reads could have been done remotely. The reward was a 1/4 million dollar deal!
The one on one communication goes even one step further. I want to thank Stuart for the call yesterday. Taking the time out your day and giving a call means a lot. Thanks to everyone else that did the same. (Not to say I dont appreciate all the emails) My wife wants to add "Strike a pose there is nothing to it" in reference to the recent photo shoot.
Wednesday, April 2, 2008
Tuesday, April 1, 2008
Customer Service Update
If you remember from a previous post, I was struggling with customer service of a company I purchased a Golf Driver from. Well, it arrived. From the original order. No update calls, no emails, it just showed up, almost three weeks later.
Me of all people should know to buy local. I will ask for a little forgiveness, I had a gift certificate. Well I have some birthday money and am completing my golf needs at the local pro shop. Lesson learned.
I preach this lesson to clients everyday. The value of paying a bit more for better quality and customer service. So lesson is practice what you preach.
Me of all people should know to buy local. I will ask for a little forgiveness, I had a gift certificate. Well I have some birthday money and am completing my golf needs at the local pro shop. Lesson learned.
I preach this lesson to clients everyday. The value of paying a bit more for better quality and customer service. So lesson is practice what you preach.
April Fools
If you didn't know, I am the definition of an April Fool. That's right, today is my birthday! So what does that have do do with sales and marketing? Well nothing other than I am marketing my birthday.
I did get to thinking about marketing success. Recently I have put on two marketing events on similar topics in similar areas in KS. One had many people attend, the other had none. Why was one event successful and the other a bust? Simple, the amount of effort that was put into the event by the rep covering the area.
You can mail post cards, send emails and do other marketing to drive attendance. There is one simple way getting people to attend. Ask people either by phone or in person. Other activities may drive some attendance, but we our fooling ourselves if you think that anything other than that will work successfully every time.
On on this fools day, are you fooling yourself? Nothing is more effective in marketing than beating the streets. (That does not mean that you stop all other marketing efforts...More on that later)
I did get to thinking about marketing success. Recently I have put on two marketing events on similar topics in similar areas in KS. One had many people attend, the other had none. Why was one event successful and the other a bust? Simple, the amount of effort that was put into the event by the rep covering the area.
You can mail post cards, send emails and do other marketing to drive attendance. There is one simple way getting people to attend. Ask people either by phone or in person. Other activities may drive some attendance, but we our fooling ourselves if you think that anything other than that will work successfully every time.
On on this fools day, are you fooling yourself? Nothing is more effective in marketing than beating the streets. (That does not mean that you stop all other marketing efforts...More on that later)
Saturday, March 29, 2008
Customer Service
Getting ready for this years golf season, I decided I needed a new driver. Had a gift certificate for a company that is not located here in Hays. We will call this company "Richards"sporting goods. (Should be easy to figure out!) Anyway, went on line, ordered what I wanted and put the additional cost on my credit card.
After two weeks, I figured I should track the package. It stated that it was delivered a week ago. I shipped it to Nex-Tech where we have a good receiving dock (John watches everything!). So off to the 800 customer service number. Shocking, no wait, straight to a live (US) body and I explained my issue. The customer service rep looked at the tracking. Found an issue with the delivery and said they would have to reorder the driver. No problem, I thought...
The customer service rep went on to explain that they would have to issue a credit, then do a new order. No problem, get it done! Well, it was on half CC and half gift card. So they would have to issue a new gift card, 3-5 business days, then I would have to call back in and have them send me a physical card (3-5 days), then I would have to reorder? All I wanted was my driver.
It is important to take care of the customer! Make sure your policies and procedures use common sense. Everything was great in my experience, yet the most simple (What should have been simple) could not be completed. Therefore, I am an unhappy customer.
After two weeks, I figured I should track the package. It stated that it was delivered a week ago. I shipped it to Nex-Tech where we have a good receiving dock (John watches everything!). So off to the 800 customer service number. Shocking, no wait, straight to a live (US) body and I explained my issue. The customer service rep looked at the tracking. Found an issue with the delivery and said they would have to reorder the driver. No problem, I thought...
The customer service rep went on to explain that they would have to issue a credit, then do a new order. No problem, get it done! Well, it was on half CC and half gift card. So they would have to issue a new gift card, 3-5 business days, then I would have to call back in and have them send me a physical card (3-5 days), then I would have to reorder? All I wanted was my driver.
It is important to take care of the customer! Make sure your policies and procedures use common sense. Everything was great in my experience, yet the most simple (What should have been simple) could not be completed. Therefore, I am an unhappy customer.
Friday, March 28, 2008
Keeping it fresh, a balancing act
If you are really Hungary and are given an bread to eat, you are going to eat and enjoy the bread. The second slice of bread is good to eat, but not as good as the first piece. Third, forth and more slices become less fulfilling as you eat them. Pretty soon eating the bread becomes almost sickening.
This is similar to selling to a client the same solution. It loses value. You have to bring new and fresh solutions, otherwise clients are going to look for something better. This also applies to managed services. A client may be happy to pay for services for the first year, however you must continue to show value through out the service, otherwise clients will look elsewhere. This can be one of the most discouraging things in the IT business. If the solution works great (Which is what we all want) then soon clients forget what it was like when the equipment did not function properly. If there is not a server failure, down time or other problems, clients begin to think the equipment runs itself. Then they see no value in proactive service. However if the equipment fails, then no matter how fast we respond, it is not fast enough. It is a constant struggle to keep clients engaged and happy.
This is similar to selling to a client the same solution. It loses value. You have to bring new and fresh solutions, otherwise clients are going to look for something better. This also applies to managed services. A client may be happy to pay for services for the first year, however you must continue to show value through out the service, otherwise clients will look elsewhere. This can be one of the most discouraging things in the IT business. If the solution works great (Which is what we all want) then soon clients forget what it was like when the equipment did not function properly. If there is not a server failure, down time or other problems, clients begin to think the equipment runs itself. Then they see no value in proactive service. However if the equipment fails, then no matter how fast we respond, it is not fast enough. It is a constant struggle to keep clients engaged and happy.
Wednesday, March 26, 2008
Closing every sale?
I am currently reading How to CLOSE EVERY SALE by Joe Girard. If your not familiar with Joe Girard, his claim to fame is being listed in the Guinness Book of World Records as the "Worlds Greatest Salesman" for having sold more than 13,000 cars in a fifteen year period.
That is a lot of sales. He did not sell to fleets, he sold every one retail. You might think that he was high pressure, in your face "Used Car" sales man. Not true. Rather, he sold on relationship and referral. He believes in a few pillers such as customer service, sincerity and honesty. Customers call on Joe to buy a car. This is clearly the mark of a great sales maker.
In this book, I have not found any ground breaking, new sales techniques, instead, he simplifies the process, talkes about the individual pieces of a sale and brings some clarification to some areas.
I believe that a good sales person must constantly review their process, get back to the basics on an ongoing basis and revamp their own processes.
Reading is a great way to stay sharp and find new ideas. I may not find some of the good ideas I have in a book, however, something in a book will spawn an idea just by a phrase or another concept. Recently I went to Kindergarden roundup (Kinda like shopping for a school). In a way it was schools selling themself to get your child to come there. One thing they stressed was reading and how important it is to developing children. I figure if is that important to a 5 year old, it is probably that important to me. Lets face it, there is not a lot of difference between me and a five year old.
That is a lot of sales. He did not sell to fleets, he sold every one retail. You might think that he was high pressure, in your face "Used Car" sales man. Not true. Rather, he sold on relationship and referral. He believes in a few pillers such as customer service, sincerity and honesty. Customers call on Joe to buy a car. This is clearly the mark of a great sales maker.
In this book, I have not found any ground breaking, new sales techniques, instead, he simplifies the process, talkes about the individual pieces of a sale and brings some clarification to some areas.
I believe that a good sales person must constantly review their process, get back to the basics on an ongoing basis and revamp their own processes.
Reading is a great way to stay sharp and find new ideas. I may not find some of the good ideas I have in a book, however, something in a book will spawn an idea just by a phrase or another concept. Recently I went to Kindergarden roundup (Kinda like shopping for a school). In a way it was schools selling themself to get your child to come there. One thing they stressed was reading and how important it is to developing children. I figure if is that important to a 5 year old, it is probably that important to me. Lets face it, there is not a lot of difference between me and a five year old.
Tuesday, March 25, 2008
The be-back-bus
I first started in sales at Radioshack. This is where I first learned my sales skills. One lesson that every rookie there learned was the Be-Back-Bus. Most rookies would spend hours working on one sale to hear "I will be back". Then for the next week that sales rep would tell us how their customer was going to be back.
The joke was that one day we were all going to be rich because the Be-Back-Bus was going to roll up. Of course this never happened. This process was good at teaching qualifying.
Make sure that on every sale you find the time frame, budget and decision maker. If any of these are not in line then it is time to either set proper expectations or end the sales process. Those clients that have improper expectations (Time frame, budget or decision maker) are riders on the Be-Back-Bus.
The joke was that one day we were all going to be rich because the Be-Back-Bus was going to roll up. Of course this never happened. This process was good at teaching qualifying.
Make sure that on every sale you find the time frame, budget and decision maker. If any of these are not in line then it is time to either set proper expectations or end the sales process. Those clients that have improper expectations (Time frame, budget or decision maker) are riders on the Be-Back-Bus.
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