Here are two simple and highly productive sales lessons that will go far in improving your customer relationships and making more sales.
Answer your voice mail.
I have been trying to get a hold of a seller to connect him with a client of mine for a solid week, all without a response. Wait that is not true, I did get a response from his voice mail system telling me that his mailbox was full and could no longer take new messages.
It must be nice, when business is so strong that you can ignore phone calls, let voice mails go without reply and build up until there is no room left for new messages, customers or opportunities.
Now do not get the wrong message here, I am and will not be a proponent of dropping everything to take a call any time the phone rings, but that said, it is good practice to check your voice mail 3-4 times a day, return meaningful calls promptly and never, ever let a voicemail box fill up to the point where there is no room for new messages.
The seller in question is making deadly mistakes, after all if you cannot even manage a voice mail box why should I let you manage my several hundred thousand dollar a year account?
Here is another simple and highly productive sales lesson that will go far in improving your customer relationships and making more sales.
Check and return Email messages.
Turns out the same guy will not respond to or in fact even check his own email account…? I have sent him no less than three emails, two with read receipt notices (telling me for a fact my messages have not yet been opened) and a Linked-In in-mail message over the past 3-4 days all of which have gone without any reply.
Again it must be nice to have so much going your way that you can afford to not respond to a willing buyer, or perhaps…
He has not come to realize that there is a direct correlation between responsiveness and customer perception. Now let’s this clear, this person represents a highly credible company the reality is that I have every reason to want to connect this seller to my client and my client will most likely become a major client of his going forward, however this deal may never off the ground because the “Perception” being built is that the seller does not care about even the smallest of things, voicemail, email etc…
I am of the philosophy that if one proves he/she does not care about the small things, they should not be trusted to look after the big and truly meaningful things.
In this I think I am like most of you. So here is the sales lesson, show respect, be prompt in your replies and take advantage of every possible opportunity to listen to your customers and prospective customers.
If you are going out-of-town and cannot answer or respond to an inquiry just use a telephone service, leave a message say you are away or program an auto responder to flow back to incoming email.
A “DO NOTHING” strategy will directly bring a “GET NOTHING” result.
Strange thing is, in my career, the more I learned to shut my mouth and open my earns the more sales I made.
How about you or your sales team, have developed bad sales habits and taken on a pattern of missed calls, un-answered voice mails and ignored emails? If yes, you have a major opportunity in front of you, get proactive with customer communications and watch your sales grow and grow.