Had a sales call with a company calling on me yesterday. First the person was 4 min late. Not a great start. He could tell I had some frustrating experiences with his company. He started telling me how their processes were bad, people (Now gone) were bad, distribution was bad and installation was bad, however the product was great. WELL it better be with all that.
First off all, he had no idea what my issues were, they never ask.
Then he threw, well, everything under the buss
Last we ended with nothing to follow up with, no action plan and just excuses.
Interesting thing is that this sales rep had over 20 years in the business?
If you have to do these "Bad" sales calls, I think there is a process for this.
1. Let everyone there know you are here to bring resolution if possible.
2. Listen, pay attention and make notes.
3. Create a action plan that includes time frame, anything that you or the people involved are responsible for
4. Let everyone know when you will be getting back
5. Somewhere in there repeat the issues back to verify that you truly understand the problems
6. Here is the MOST IMPORTANT step. You have to do what you said. If you don't this will be ugly.
Problems happen, it is how you deal with them that is most important. Ignoring them will guarantee failure and losing a customer.
Dealing with problems poorly will create more problems, loss of revenue and probably loss of customer.
Great customer service is dealing with problems. Honesty, integrity and truly caring about the customer will make you a customer hero and may make a customer for life
No comments:
Post a Comment