My oldest son goes to MMA training 3 times per week but has been really busy the last week . . . so he didn’t go.
I was talking with him before when he excuses himself to take a call on his cell.
It’s the MMA place calling to tell him . . .
“We haven’t seen you lately” and to ask him . . .
“Are you happy with the lessons and the progress you’re making?”
My son explained that he had been busy and that he plans on attending the next session later that day.
Conversation ended and a brilliant thing has just occurred . . .
Its called “Caring”
Here’s the proof . . .
My son turns to me and says “Its nice to know that these people really care about you”
Isn’t the opposite of this true too?
How does it make you feel when you are given the impression that you are not valued as a customer and/or nobody cares about how you feel about the experience?
Doesn’t exactly make the relationship “competitor proof” huh?
Want to know what else makes this brilliant?
It’s the fact that even if my son was dissatisfied, these people would have caught that dissatisfaction quickly and could have offered a remedy.
Quite a different dynamic than letting your client feel neglected or unheard!
Now there are quite a few students that go to this MMA place so they obviously have some kind of system in place to flag these things quickly.
How about you . . . Do you have systems in place to catch your dissatisfied clients early in the dissatisfaction?
Please weigh in with your thoughts!
One of the many services I offer are “sales lessons for aspiring sales rock stars” We meet (one on one) via phone twice per month for 30-45 minutes of training, we leave our sessions with clearly defined action items and then have email contact between sessions.There are no contracts, no upfront fees and its on a pay as you go basis! If you’d like to find out more about this program email me or call (631) 455 – 2455
Totally agree that it is so important to reach out to customers to thank them when they buy, let them know you miss them when they don’t and remind them you are there for them to offer solutions.
So simple Cherie and yet we’ve all probably been guilty of getting “caught up”.
Just out of curiosity, have you been on the receiving end of the things you outlined from those you have bought from?
I’m thinking there’s a huge opportunity for us to stand out!
Thanks!
The way to “catch” dissatisfied clients early in their dissatisfaction is to go out of your way to NOT dissatisfy them! Easier for you in the long run and for your customer if you want him to do business with YOU for the long haul.
Our customers have more choices than ever as to who they do business with. When we treat them like family, go above and beyond in servicing them, anticipate their needs and do these things consistently, your customers will not only be loyal to you, they will also let you know right away when something isn’t right in their world. If you show them you care and address their concerns immediately and take ownership, they will often be more loyal to you than they were before a screw up. Now don’t go screwing up just to make up afterwards!
Thanks Randi!
I hope we all try and avoid dissatisfying our customers, however it does happen and not all customers will tell you they are unhappy. The key thing here is to recognize a change in your customers behaviour and be proactive to ensure there isn’t a problem and if there is you have an opportunity to fix it before its too late.
As a pilot, I never want an engine failure or electrical fire…. But I better know what to do if it happens.
Well stated Don!
I agree that not all customers will tell you when they’re unhappy. I bet that number is higher than you and I would think.
Its easier, safer and less confrontational to simply take their business up the street.
Your suggestion to “recognize a change in your customers behaviour and be proactive to ensure there isn’t a problem and if there is you have an opportunity to fix it before its too late.” is clearly the way to go.
Thanks again for sharing your thoughts!
Thanks Paul, We try to keep as much communication going after the project is done as before it started. One thing more is to remember always, “it’s good business; not personal.” Have a nice day! Debbie
The communication is key Debbie.
I once worked with a team who had something they would say continually in meetings “Bad news . . . early!” They approached that philosophy from two angles . . .
From the company side: If they have bad news to report to a client they wanted to be able to report that bad news as early in the project as possible.
From the client: If there is bad news from the client, they wanted to get that bad news as early as possible.
A dedication to communication helped them embrace the philosophy and grow their business to new levels!
Thank you for sharing your thoughts Debbie!
Very important to ensure satisfaction with an order. Even more important to address and correct any problems immediately!
You are 100% Paul. I am promoting you to President of Jedi Mastery for that one.
Thank God Ted I’ve been stuck in this damn “Vice President of Jedi Mastery” role since I started the company.
I feel like the late Rodney Dangerfield when he said “I can’t get no respect”
Rock on Ted!
I strongly feel that a sales cycle does not end wth a signed contract, it truly has just began. This is the magical moment when you can grow the account. 60 days after delivery, ensure the customer is happy with the products and customer service, if not fix it, if so ask for referrals. Dig deeper into the account to gain more opportunities. I utilize my calendar for follow up customer care calls & Survey Monkey. It is important to know how to better yourself and business through one’s clients.
I love what you’ve shared here Jenna.
Good communication can catch problems, create new opportunities, generate referrals etc
Also, your point about utilizing the calendar is so important otherwise we are leaving it to chance . . . never a good strategy!
Do you use the paid version of Survey Monkey or the free one?
I think that’s an awesome suggestion!
Thank you!
The immediately part is so critical Francey!
Thank you!
This is actually the “fun” or “easy” part of selling. In my opinion caring takes little effort, but pays huge rewards. I build in routines and try hard to do things out of the blue that may surprise a customer or prospect. This is either good or bad, depending on how you look at it, but I find that most people are easily impressed at what they would call going the extra mile to ensure satisfaction. I also have found that a lot of the times a customer may not be dissapointed, but just over worked. I have to remember its not all about me, and that I am not always the cause of their disatisfaction. With just a little thoughtfulness and consistency they tend to greatly appreciate that we are there for them. Great article Mr. Castain.
“With just a little thoughtfulness and consistency they tend to greatly appreciate that we are there for them.” This is just so awesome on so many levels Gary!
You truly get it!
Thank you for taking the time to stop by and share your thoughts!
Paul I use the free version and find it to be very effective and efficient.
Thanks Jenna . . . this is really helpful!