SAM101

Recently, I had a bad customer service experience that made me think about policies and when we should be willing to bend or even break them.

Leaving names aside let me just say that I had a contract that I cancelled. It was on an automatic billing so it was a surprise when I saw it on my monthly statement. I immediately picked up the phone and called to inquire why I had been billed when I had cancelled the contract. I was told that I had to give a 30-day notice and I had only given her a 29-day so it was within her rights to bill me for a final month.

This is an independent business owner so bending or breaking the rules in the name of good customer service was totally up to this individual.

I was amazed to find that she was more interested in one more $30 fee that my contract yielded or should I say her policy gave her verses the referrals she would have gained from breaking her own policy. “If I do that for you, I’ll have do to it for everyone.” Saying those words is one of the fastest ways to lose customers.

Standing by your policy is not always the best policy. Finding ways to bend policies to build customer relationships and referrals is a far better approach to customer service.

Diane Carter, sam101

We all make them but here are seven of the most common sales errors we make.

Sales Error # 1: Allowing a prospect to lead the sales process. How do you reverse that? By asking quality and qualifying questions that uncover their issues, problems, or objectives. This also helps to establish yourself as an expert.

Sales Error # 2: Not researching the company and their competitors before the meeting.

Sales Error # 3: Talking too much. You’ll learn more by asking then right questions to get the potential client talking about their business and then listening. Oh you might think about taking notes.

Sales Error # 4: Giving the prospect information that is completely meaningless to them and solving their problems. Don’t waste their time or your meeting – make the most of every second!

Sales Error # 5: Not being prepared. Ask qualifying questions. Have all the information you need at your fingertips. Create a checklist that you use before every meeting and use it every time. You have one opportunity to make a dynamic first impression – being prepared will make a unforgettable impact – of course so will not being prepared.

Sales Error # 6: It’s old school but you have the obligation to ask for the sale. Do it with confidence and in a non-threatening way but do it.

Sales Error # 7: I saved this one for last. It is the biggest error of all - failing to prospect. You must keep your funnel full!

Avoid these errors and you might just increase your sale or better put – increase your income.

Diane Carter, sam101

Creative thinkers read to feed their minds with new information and new ideas.

Read biographies, how-to books, magazines on varied subjects, fiction and non-fiction.

Think about what you are reading as you’re read it. Take notes. Read with a highlighter and post-it tags.

Set a quota for new ideas, keep an idea journal or log, and create a brain bank of ideas on 3 x 5 cards.

Bottom line…FEED YOUR BRAIN!

Diane Carter, sam101