SalesHQ

I forgot

I had a flat tire

you are the only one having this problem

my competitor eats shit and stinks

there is are no surprises, most of the time

my product never breaks down

As great sales people we must know our customer, what do you say when you screw up or your company screws up? It is going to happen and I  advise to be open honest and listen carefully before you take corrective action, chances are the bs I listed above will not help. What are your thoughts?

LivetheDream says ...

Very true.  Make sure you take responsibility and hold yourself or your company accountable, but above all SOLVE THE PROBLEM in a timely manner.  I don't agree with "The Customers Always Right" cliche, but pick your battles remember at the end of the day, the customer pays your BILLS, and by taking care of them - they will continue to do so and most likely bring you more customers.

Dream, you brought it home, solve the problem, and when we do, there is no need for bs!

tkearney says ...

Livethedream is right on target.

Always put your customer first and treat them like you truly care about them and their business.

right on

HarrietAlison says ...

Customers hate to hear excuses!!!!!!!!!!!!!!!!!!   apologize for the problem/error ( lateness, tardiness, wrong color, wrong size,, etc) then immediatly jump into how you are going to solve the problem/ error.  Don't waste any more time than has already been wasted by the error..    Cut to the chase and leave out extronious details.  IF they need or want a detailed explanation   ( flat tire, I forgot, The production manager didn't get that info, etc.) that can be given after the problem/error is solved,

How right you are!!!

 The client does not want to hear or told they are;

 wrong

not working the product properly

not listening

It is time to concentrate the efforts to what the client likes and not dwell on the issues they do not like or want. It is about them and not about the sales professional or person.

If the saleperson is truly listening to what the client says, then takes the time to digest their true needs, they should not set the client off. The key hear is the "listening." Unfortunately, many people in sales are too busy formulating what they want to say, instead. The old adage of 'show up and throw up."

win5300 says ...

customers hate hearing how much it's going to cost them...because they know they have to spend the money even though they know what their return is..which will make them money and help contribute to what ever they need done to their business.  Customers hate to hear phony sales reps that don't listen to what the customer is saying..what they really need.  My customers have told me this.  That wastes their time.  I'm all about recommendations...that is my job as the professional.  But have to be on the same page.  Like Harriet says...do it in a timely manner and follow up.

win5300, good advice, there are times when in complex high technology sales; the customer may not know what they want. They look for a true sales professional that can probe like a laser and get to the meat of their needs. This takes a bond of trust and respect where both sales and prospects come to realize they are working together toward a common goal. Total customer satisfaction. When the relationship works together, there is never a need to make excuses, you are working as a team and have complementary goals

rich34232 says ...

Do not put the client into a defensive posture when a client is put into a defensive posture they will be in a corner and will say and do anything to get out of that corner. Why win a small battle and lose the war. It makes more sense to allow the client to think whatever they want to think and slowly convince them to come on over to this side.

  Often times the sales person will say something that sets the client off; Like I said before, I already explained that, informs the client they are too stupid to remember what was stated or unable to retain or  unable communicate properly.Choose your words wisely.

very well put Rich, it is of high risk to set the customer off. I have on rare occasions done just that, as a part of my sales strategy and on purpose. I ended up with the deals and had rehearsed the how and why aspect of setting of my customer. You have to understand the dynamics of your sale inside out and the risk reward. If there are several people involved in the sale and one is going to be pissed, make sure the others are your allies.

rich34232 says ...

 More then listening is actually hearing what the client has stated.Everyone tries to listen  however hearing the true meaning is sometimes difficult. TK hit the nail strongly in the center with the idea that the sales person is formulating a strategy instead of hearing the meaning.Make the sales process about the client and less about the company,product and service.

right on rich, if you listen and hear, and understand their business to know the consequences of not finding a solution to their needs, you will not have to formulate what to say, the words will come to you.

We have a saying around here, " Under Promise, Over Deliver."  We never say we can do something even if we just think we can. That way if it turns out, great! but if it doesn't the customer is prepared for it.

I am often in charge of aplogizing. Its like a religon to me. I have to say I am sorry at least ten times a day so they put me in front of an unhappy customer when one is available. I find that a simplefied version of a staight forward explanation is best.

" I am really sorry that you feel your _____ wasn't ready on time. I do know the problem proved to be more difficult than we expected and we are waiting on a _____ To make sure that everything is done properly." 

Its not personal Its business.

Jerilynn says ...

We have a saying around here, " Under Promise, Over Deliver."  We never say we can do something even if we just think we can. That way if it turns out, great! but if it doesn't the customer is prepared for it.

I am often in charge of aplogizing. Its like a religon to me. I have to say I am sorry at least ten times a day so they put me in front of an unhappy customer when one is available. I find that a simplefied version of a staight forward explanation is best.

" I am really sorry that you feel your _____ wasn't ready on time. I do know the problem proved to be more difficult than we expected and we are waiting on a _____ To make sure that everything is done properly." 

Its not personal Its business.

Jerilynn, I like your saying and use it myself,  we have to be honest and detailed when explaning problems that are more challenging that we thought

TonyDarien says ...

We all have excuses as individuals...traffic or car problems.  What about issues that are not related to our own excuses?  What do we do when we are faced with corporate goals that conflict with our personal integrity?  Sell our clients products that we know are not in their best interests!  We have all been in this situation...many times!  Mr/Mrs/Ms current or potential client, I'm sorry if I promised you a product that did not live up to your expectactions.  I sold you this analyzer with the promise of 700 tests per hour in random access mode.  Instead, you were lucky to get 200 tests per hour in batch mode.  I'm sorry that you could not deliver your hospital's CMPs as promised and your hospital had to eat the additional DRG expenses.  This is just food for thought.  I place integrity above company sales goals.  What would you do in this situation?   

TD, we have to have faith in the company we represent and that our products will perform as advertized, if and when it does not we must be honest with our customers. Keep hope alive

goldsmith says ...

jimdwalton says ...

If your vendor takes the time to really understand you and your needs ,and makes your total satisfaction their focus, you will develope a bond based on trust and respect .So when bad stuff happens you will be slow to freak out because you know the vendor understands all about your needs and is pulling out all the stops. There are no surprises because of the bond your vendor is not worried about how to break bad news for you

Yep, this is a new vendor and this bond is being developed. I'm testing them on everything... I really do expect perfection and understand it takes some time to get there. (I'm not unreasonable)

 

I have to report bad news to customers at times... maybe something we have been working on for 3 or 4 weeks develops a problem and we have to start over... I just tell the customer what  happened, what we are doing to fix it and what stage we are in in the remake and a adjusted time line... let's face it, shit happens to the best laid plans and everyone in the world can understand and relate to that... what they want is honesty... good news bad news, they just want honesty... what really happened? your specialist didn't get to it? they went on a 2 week bender? your equipment failed? your just too busy to handle my thing? don't make me guess the worst! did the power company turn your lights off?? what in the sam hell happened for crying out loud?

So, It takes time to develope the relationship as you say but... once developed properly, things run very smooth...

 accepting the truth is pretty easy for me or anyone else... what we don't like is anything but.

righton my man

rich34232 says ...

Tony I am having great difficulty with the situation you have rpesented. The difficulty is why promise that a product will perform at this rate when it clearly does not?Is the rpoduct suppose to deliver that rate if not why is it not delivering on the promise?

 If this is company policy remove yourself from there lying ways. When you run with dogs with fleas you have fleas.

 

 Here is a pet peeve of mine.  It is ok if you do not know the answer to a question. Admit that you do not know the answr however find the answer and get back to the client

Rich, I will let Tony speak for himself but His was a case of premarket selling. When this high tech medical instrument came to market, the company had to back down from their earlier market claims and relaunch a slower less desirable product. A great deal of credibility was loss but the product became a success anyway even with the reduced claims.

Some of the issues that lead to this relaunch could have been , the shoot the messenger mentality in big companies. Some of the R&D people may have tried to communicate the fact the product could not live up to claims, but may have been told, that is not acceptable.

win5300 says ...

Tony I was in a similar situation.  corp america Sell it anyways...or else situations.  The nice bundle it in approach.  Been there.  What I did.  is I just made a lot of phone calls.  You have to see the value in the product you are selling or the customer will have a hard time believing you.  I always stand by what I sell. NO MATTER WHAT...have to keep integrity...thinking about it, just "being" on the same page...makes it so I really don't even have to sell...they just buy.  Make sense?  

Gold reading your post too.  Ya, that's a good one about people not telling you the details.  Isn't that a bunch of crap.  I don't do that.  I'll say it how it is..my customers know I'm working for them.  I'm probably a tough person to talk to in my personal life as me the buyer...because I just don't take simple answers like that.  I'm on the phone until I get what I need done.  I don't care either..because I believe in service.

well said