Wednesday, April 08, 2009

Don't Ignore People

If you have children you know the one thing they hate more than getting in trouble - and that's getting ignored. When you discipline your children at least you are paying attention to them.

Customers hate being ignored, too. Unreturned phone calls, allowing customers to cut in line or no-showing for an appointment tell people you aren't paying attention to them.

Here are a few tips to jazz up your sales by not ignoring potential customers (did I just say that?):

  • Always call people back. Even if you know why they are calling. Even if you don't want their business. Even if you don't have the answer to their problem. An unreturned phone makes people feel like they don't matter and gives them something to stew about. Even if you have to deliver bad news, call people back!
  • If you can't help them, find someone who can. I recently walked into a store to buy a special type of frame. The store I was in didn't have it but told me where to find it. Then, to my amazement and delight, the store clerk picked up the phone, called the competing store, verified they had what I needed and asked them to hold it for me!
  • Listen to complaints. You may be tired of hearing a common gripe but if you are hearing complaints it's time to take action. People who ignore YOU by not even taking the time to complain are really your worst enemy.
  • Over communicate. You may be busting your chops to solve a customer's problem or get them what they need BUT the customer doesn't know it. Spare your customer all of the details but communicate that you are taking action on their behalf.

1 comment:

Avril Shelton/ said...

Many of us feel like we are in a slump...well remembering EXCELLENT customer service and common courtesy with our clients will help us make sales and keep our clientele happy, in turn...keeping up happy and selling!