A lot of people who read our book and attend our workshops like to focus on the concept of “elevation,” that is, taking what other people might consider ordinary touch points with clients and creatively “elevating” them into memorable touches. Check out this video as a great example of elevation. Read more
In our workshops, people often ask us about giving gifts to clients . . . and we like to take the focus away from the gift and over to the emotional connection we are trying to establish with the client. The two messages we hope to get across with a gift are:
- We are listening and we care about our clients lives.
- We are action-oriented, both personally and professionally, in terms of service.
So it is not so much about the gift, as it is about connecting with a sweet spot in the process. Here is an example. Read more
I went to get a new driver’s license recently in a new state. Very tough process . . . lots of extra technicalities and as you might expect, a series of bureaucrats who were experts at saying no and sending you down the line. Except for one . . . Maria. Somehow, while the other grumpy clerks shuffled me around because they allegedly could not help me beyond their little box, Maria took me under her wing and personally knocked down one administrative barrier after another. Read more
Over the years many salespeople have asked us about the potential issue of being too pushy as a salesperson. Each situation is different, but as a general rule, when we are following up with prospects, we like to keep adding fresh knowledge and ideas to the dialogue. We figure our follow up will be welcome so long as we continue to add value in the form of updates and information whether the buyer is quite ready to pull the trigger or not. Read more
Elevation is one of the main themes we stress in our books and workshops.
Elevation is the art of taking any element of our communications and relationships with our clients, and making it special . . . then doing it again and again. Here is an example. Read more
I went in for some new glasses recently. They said they would be ready in an hour. I came back in an hour and they were not ready. I waited another 15 minutes. Nothing. Finally at the 90-minute mark, out they came.
This may not sound important but it’s a big deal. We are much better off under promising and over delivering when it comes to sales and service than promising something we cannot deliver. Read more
Surveys are constantly being done on why clients leave. If I asked you to guess, you might say price . . . that is what I thought . . . but that is not the answer. The answer is clients feel they are not being paid enough attention to.
Whoa! That is a really, REALLY big deal because it means that if we are doing our jobs, Mr. Shmooze style, we should never lose a customer. And now that I think about it, and scan back to the greatest salespeople I have ever known, they really don’t lose customers. Why? Because they turn their customers into lifelong friends. Read more
A friend of mine just sold his house. He used two agents.
The first agent listed the house. Held a couple of open houses. Stepped back. Never came to house personally in between showings and was usually not present at showings for personal pitch. Kept recommending lowering price. House sat. Read more
We know that at least 50% of face-to-face selling is contingent upon the buyer’s feelings about the salesperson. That means as salespeople, we should be just as concerned about our image and our “personal brand” as we are about the products and services that we sell. So how important is personal branding? Read more
A sales cycle often runs well past the formal close and includes a critical period up to the actual delivery of the product or service . . . a period when a buyer may back out of the deal (the famous “buyer’s remorse.”) A strong way to pre-empt buyer’s remorse, or any other problem for that matter, is to keep in close touch with the client as contracts and logistics are finalized, and by also reinforcing the buyer’s original, positive emotions behind the purchase. Read more