Every day there are events that happen to us all that just
“drive us crazy”. These happenings cause us no end of frustration and sometimes
make no sense. Some of them may be of our own doing, but the majority happen
because someone else did something that defies logic. What events trigger your
frustration, and how do you cope with that feeling?
We all have the prospect with whom we have spent time,
effort, and money who, at the last minute, decides not to do business with us.
How could we put so much effort into explaining how what we offered was perfect
for them and then have them either choose our competitor, or decide to do
nothing at all? Do they not understand that we are the greatest product or
service that their business could have? We simply have to accept what happens
and move on to the next prospect. We need to understand that we cannot sign
everyone.
Of course, we all have signed the prospect as a customer who
doesn’t want to become a client. This is the person who doesn’t want our great
customer service that we provide after they purchase from us. We pride
ourselves on teaching our clients on how to use our product or service in the
way that will give them the best results. However, some customers don’t want to
spend the time and effort to listen to our coaching or guidance, instead
plowing ahead on their own. One day perhaps they will ask for our help, but we
know that they may flounder in using their purchase until then. Just let them
be and then help them when they do call for assistance. Keep them informed in
small notifications or updates, and be patient with them.
Do you have the customer who never listened to you when you
explained your product or service to them before they purchased from you only
to inform you that they “didn’t know what you sold to them”? Be consistent in
your presentation, only deviating for the occasional advice on how what you
offer could be used in a specific situation. Do you offer coaching after the
sale, or do you stay in touch with a customer as they grow and perhaps change
their business? Great customer service can help customers deal with future
problems and save a relationship, but only if you are consistent here also.
There are some small problems that also drive all of us to
the point of craziness. The prospect or customer that never returns our phone
or other messages, the person who misses a meeting without notifying you, the
customer whose payment does not arrive on schedule, the prospect with more
excuses than either customers or prospects, and sometimes ourselves when we
just cannot get out of our own way.
We must learn that, no matter what challenges we discover,
we must have patience. We must not let our tempers control us, and we cannot
allow our personal feelings to take over our rhetoric. We must maintain control
over what we do and remain professional at all times. No matter how we believe
that someone else is wrong, often we should simply keep our mouth closed and
keep our feelings to ourselves. Just keep out of your own way.
So what drives you crazy, and how do you deal with whatever
happens? Do you control your feelings and have the patience to remain
professional and calm in spite of how you feel? There are always people “who
will push your hot button”, sometimes on purpose. Deal with those situations by
being the professional that you should be. Please leave me your comments, or
email me at Jim@SOC4Now.com, or call me at 360-314-8691 with your strategy. Appreciation Marketing should work most of the time, but patience and self
control can help us succeed when times get frustrating. There is always the
next prospect.
No comments:
Post a Comment