What’s the best way to take care of your customers? Consider the results of a recent survey, which asked customers, “What do you want from a salesperson?” and “What would be the number one attribute of your favorite salesperson?”
Ninety-one percent of the customers who responded to the survey said, “Be there when I need you.”
This should teach your salespeople a valuable lesson: They don’t have to be the quickest, they don’t have to be the cheapest and they don’t have to be the smartest. If they’re there when customers need them, they’ll get the business.
Bottom line for your reps: Act in the behavior appropriate with “Be here when I need you,” by adopting a sales strategy in which you say:
- “I’m here for you. You’re my customer, and I’m here for you.”
- “Here’s my cell phone number, here’s my pager number. Here’s a 24-hour toll-free number.”
- “Here’s our web address so you can get information even when I’m sleeping.”
Some other ideas to fulfill customers’ biggest requirement:
- Make sure they know who else is on your team.
- Let them know where they should turn when they have questions, problems or complaints and you’re on vacation or helping another customer.
It’s also crucial to say, “Thank you. Thank you for being my customer. Thank you for buying my product or service.”
Adapted in part from the book Cashing In On Success by John Tschohl, president of Service Quality Institute.