Maintaining existing customers.

In today's times it is as important as ever to maintain existing customers and keep them happy. As I am sure you are aware, I speak from a sales perspective.

In speaking on this topic today, I want to assume that the service side of the house has done a great job taking care of the customer and they are happy with your services. (However, you always want to review the service tickets prior to on site visits. Nothing worse than finding out there have been problems and you get blindsided)

So A couple of questions that seem to come up.

1. How often do you see a customer? Well, it depends. However here is a rule of thumb. If you can, stop by once a quarter. Just a drop by and hopefully your contact is available to have a 10 minute discussion. If nothing else, you get to keep up contacts within the company. You see other people in the office change and other things. I would minimum set one appointment per 6 months. IE it is scheduled and you have an agenda. Then you want to have things like a newsletter, email and other contacts in between.

2. What is too often? You have to respond to the customer and read them. Why not ask? The only person that can tell you for sure is that customer.

3. When do I ask for references? Usually when you finish a project and the customer is happiest. Always check the reference before sending it out! This can be a hard lesson to learn if you do not.

4. Should I wait for the customer to call? We are in the service industry, If the customer has to call you then you are not providing service. Then there is no reason for you. A call center can do this. Take calls.

Really, you have to listen to the customer and ask what works best for them. Some of th things that I have learned is to ask the customer about their best sales person that calls on them. Maybe not in your industry, just in general. My experience has been that only will the person tell you about this person, rather, they will rave about this person. They will give you everything you need to be their personal sales superhero. Every customers superhero salesperson looks differently.

Projects to keep me sane.

I have decided I need to have projects to keep me sane. No, I am not talking work this morning, I am talking personal projects. Working on something to keep my time occupied. I am not sure what project to start. This time of the year is difficult. I do not want something that will disrupt the house. I need to keep the house clean due to many people stopping by. I did have the Christmas light project for a while. (I will post video this week, I promise) Anyway, I am thinking on taking on the Corvette. It leaks oil from the front. I am not sure if I have the technical skills to take this on, it will involve replacing the water pump, timing chain, re looking at the valve covers and more. Over all costs will be minimal (OK depends on your vision, Jenifer may object to minimal), I pretty much have the Corvette parked for the winter. Sure I can get it out, but it is deep in the garage.

This is just one project that I have on my mind. Other thoughts involve the kids play room, building shelving or doing some computer stuff.

The point to today's post? I think you have to have something that continually challenging yourself and to keep you learning/growing. It doesn't hurt to keep yourself busy!

The Black Friday Marketing?

So each ad tries to convince me that their price is the cheapest. Lets just say...that I would get up at 3 in the morning after eating a weeks worth of calories and motor down to the local "cheapest" sale. The things that were rated the highest draw (Again) were electronics. So I go after that $200 laptop.

First of all I am sure that it has the traditional 30 day warranty (90 at best). Sure, at face value it looks like a great deal. However as most of us tech geeks know you can fake stats. IE it has a 3 ghz multi core processor with a bus speed that came with the TRS-80 (That one is for you Tammy and Kris Check out the link)

So then I stand in line to get one of the 10 they are guaranteed to have. And lets face it, they only have 10. What value did the store get. They sold the piece of junk for no profit and probably pissed off number 11.

So after minimal thinking, why not offer something of value, promise to have lots and try and sell the accessories? Maybe bring some value to this relationship. At worst, why not offer some service. Super parking lot special. We will be waiting for you?

OK not so great of ideas, however this Black Friday thing is out of control anyway.

And another thing. I love when they interview the local manager of one of the stores to see how traffic was. What did you think he was going to say. It was terrible? We were not busy? His/Her boss may be watching too.

Optimist versus Realist?

I recently saw an show about the two perspectives. And potentially you could say optimist versus pessimist. However I do not thing they are the same. You could be optimistic that you can achieve something. You can be pessimistic about achieving something. You can be a realist about the same thing. The difference to me is if your optimistic you think you can, you have a positive outlook on the outcome most of the time. Pessimists says they most likely cannot get a positive result. Realist says, 8 out of ten times I have not made it. So most likely I will not make it this time.

What is the point? Just that you need to have an optimistic outlook, however there are times that you have to face facts and be realistic so that you can plan for the outcome.

Being real is part of business. If you are overly optimistic with your goals. Or your sales figures you can count on results that realistically unobtainable. Sometimes you have to be realistically optimistic. Set real, measurable and obtainable goals.

Black Friday

Take some time today and think of those working in the stores some of you will be visiting. Many of those workers will not be getting breaks, lunch or more. Think of the time over the next month or so that they will be away from their family to serve you.

Also remember that sometimes patience will be thin and other customers will be not happy. Help these workers out when you can.

Sales VS Marketing Round 1

I recently attended an event as a presenter and had a chance to watch other presentations. One of these presentations was about advertising and marketing. Hey , something I should be able to learn about. I have to tell you that I was a bit confused about some of the statements that they were presenting as fact. Here is how they were presented;
Selling VS Marketing
Selling: Concentrates on the seller
Marketing: Focused on the customer

Selling: What can I get you to buy?
Marketing: What problem can I solve for you.

Selling: A deal you can’t refuse
Marketing: I’ve got something that can help you.

Selling: Selling what I have in stock
Marketing: Stocking what people want to buy

Selling: Getting rid of what you have
Marketing: Offering what people want

Maybe, just maybe they were referring to a old school used car salesman. The presentation that I sat through did not state that. Really what they were saying is that all salespeople only have their own interests at heart. More importantly, it is my opinion that Sales and Marketing go hand in hand. Creating this conflict between them would be a huge mistake.

There were some other “Quotes” that I found questionable.

“If you can’t be the best, fake it” (They must believe they can market themselves as the best even though they are not. It will catch up to them)

“If you can’t be the best, don’t try” (I am not the best at many things that I do. I am not the best writer for example, however you are reading this! According to this person, I should not try. If you do not try, how will I not get better? This is pure BS.

Don’t let others tell you what to do or how to do it. Most of the time, others will try and keep you down. IE not to be the best. Remember this. Marketing people were the one’s that told you that smoking was cool. Now they are telling you that it makes you look stupid. Integrity in marketing (Sometimes) can be bought and sold, just like salespeple

Positive attitude.

The best sales asset is a positive attitude.

DON'T FORGET IT!

One of the things that I find helps me get ready for the day is some motivating music. Don't over look the ability for music to get you pumped up! Every professional sporting event knows this!