“The ability to find a customer, sell your product or service to that customer, and satisfy the customer so that she or he buys from you again should be the central focus of all entrepreneurial activity.” -Brian Tracy
Service after the sale. Many inexperienced technicians simply forget that they made some promises in the sales process that they absolutely must keep if they expect to KEEP the customer. The very best techs take the opportunity AFTER the sale to WOW the customer with extra-mile value that amazes the client. Here are six of my favorites:1. Send a handwritten ‘thank you’ note to the client telling them how grateful you are for their trust in you.2. Call, email or stop by if possible to check with them to see if they are happy with their decision.
If you have done all of the above, it’s the time to ask for referrals.
The following is a true story from my early days as a speaker. Every word is true.
It was April 2000 and I was in San Diego to give a presentation at the annual gathering of MHEDA, the Material Handling Equipment Distributors Association. The conference was held at a four-star hotel and 200 CEOs were in a room to hear me talk about “Customer Service Excellence.” It was a wonderful opportunity, not just for additional speaking engagements, but to test this “Back of the Room Sales” I had been reading about.
“It’s lonely on the extra-mile. Few people ever go there.”-Mark MattesonYou see, I finally had a product to sell. My first book, on effective communication—which few people know about—was for sale on audio cassette, and I secretly
I reserve the right to add more time and value to my coaching, keynote and seminar clients without increasing the fee. I once conducted a one-hour keynote for one of the large and fastest growing wireless communication companies (think pink, they are in my back yard), an amazing group of superstar business-to-business sales professionals. I was scheduled to speak at 2:50 pm to 4:00 pm. I showed up at 7:30 am, to listen to their internal speakers, observed their breakout sessions, enjoy a fireside chat with the CEO John Legere, breakfast, lunch and dinner. Yogi Berra said, “You can observe a lot by watching!”
“The purpose of business is to GET and KEEP customers.”-Theodore Levitt
It allowed me to truly tailor my talk to their culture, language, areas of expected growth. The frosting on the cake was, I surprised the audience by handing out 200 copies of my first book, Freedom From Fear, to these sales professionals. I never tire of standing ovations; they are good for the soul. I signed books for an hour afterward. I was invited to bowling and cocktails. At dinner the CEO said to me, “You were a big hit. I hear you did a great job. There are some other areas I think we can use your services. I am going to read your book tonight. Thanks again.” The VP that hired me was beaming. It was the Extra-Value Mile Smile.
What can you do to add value? What can you offer that none of your competitors do? How can you delight your customers with more than they expected?
What can you do to WOW the customer? The juice is worth the squeeze.
Ready to take a deeper dive into sales training and customer service for your business? Click here to start a free trial with Contractor University and unlock 30 days of access to powerful on-demand training classes on every subject crucial to contracting business success; the industry’s largest resources library; and much more!
Mark Matteson is a speaker, consultant and author, offering consulting engagements with HVAC Service companies as small as $2 million to billions of dollars. His engagement list includes Microsoft, T-Mobile, GE, Surety Mutual Life of New York, AFLAC, John Deere, Johnson Controls Inc., Honeywell, York, Carrier, Conoco-Phillips and Trane. Mark has written five books: “Freedom from Fear FOREVER,” “A Simple Choice,” “Wag More, Bark Even Less,” “It’s About TIME,” and the international bestseller, “Freedom from Fear” that has been translated into Japanese and French. Mark has also authored four e-books. Contact Mark at 206-297-0454, [email protected] or visit www.sparkingsuccess.net.