I was finishing up a purchase at a local supermarket the other day when the cashier told me not only the amount I owed, but told me how much I saved.
Needless to say, I left there feeling like I received great value.
It also served as an important reminder of how we might want to remind our clients of the value they receive.
For example, when we’re able to help a client with an 11th hour miracle do we document that in a friendly email to the client?
And when I say “document” that, I simply mean shooting them an email telling them that you were able to make some special exceptions for them to honor their tight deadline. Something like . . .
Rick,
Wanted to get back to you with an answer regarding your deadline.
As you know, we usually require a 7 day turnaround on our Widget 5000 product.
I’m happy to report that after meeting with our production team, we can have them to you within your 48 hour deadline.
Also, since we value your business, we will be doing this without a rush charge.
Thanks again for your business!
When you are able to do something no charge, do you just do it or do you put it on both the quote and the invoice as no charge?
How about when you meet with your clients to review progress? Do you pull out your notes and remind them how you’ve been able to continually address the areas you both highlighted during your initial meeting?
Bonus points if you ask them how they feel you’ve been addressing those areas.
Do you generate reports that help document accomplishments, savings, revenue generation, milestones etc?
These are all ways for you to reinforce the value you provide your clients.
They come with some additional benefits to you in future . . .
If you find yourself ever having to defend your pricing, you could refresh their memory when it comes to your value (hard to argue with a forwarded sent message, report etc)
What if your contact, the one who knows all the cool things you’ve been doing is suddenly out of the picture one day? This documentation might just assist people in looking at all the cool things you do.
And let’s face it . . . in the absence of people truly owning the value you provide, they will simply default to your price!
So what are your thoughts . . .
Should we just leave the perception of value exclusively to the client or . . .
Should we help them connect the dots?
I’d also like to hear how you continue to reinforce your value with your clients.
And speaking of value . . .
If you’ve been finding value in these sales tips, perhaps you’d like to join us for our online sales course? Click here to have a look. I think you’re worth the investment in yourself!
Paul – I have been documenting savings for my clients for years. It is amazing how many sales people “are too busy” for this practice and wonder why they lose business later. I will be sharing this with our sales team today as a reminder yet again. The client is also too busy and it is important for us to reevaluate what is important to them on a regular basis as well as help them connect the dots.
Thank you Kristi!
Is there a certain format that you use in communicate the documented savings? A form, a report, an informal discussion?
Thanks again!
Hi Paul! I change the delivery method depending on the preference of my clients. Most of the time, I provide a document showing the existing cost for a project vs. proposed cost. This does a few things: 1) shows I’m looking out for their best interest considering their own budget as my own money 2) gives my contact some ammo when asking for that big raise as in “Hey, look what I got this supplier to do”. 3) If I save them money, it reduces my commission but is more likely to lock in the client for long-term if they are consistently able to document the value and savings I provide as a supplier.
I concur with Kristi. I too document savings for clients-especially at the time of the quote so they see the savings I’m providing them at the time of purchase. I will also be sharing this info with my sales team because it’s important not to allow the client to default purely on price but the many times we assist them. Documentation is key!
I also meet with my key clients every 3, 6 or 12mos depending on their preference to do a follow-up by asking “How are we doing?”, “Are we on task to meet your expectations for the year?”, Have new tasks or goals been added where we can help?”
Well done Kristi!
I love this!
Excellent post, thanks Paul. It’s so easy to let this slide.
I agree Adriane and stop siding with Kristi all the time 🙂
Thanks for stopping by and have an awesome weekend my friend!
Thank YOU Cathy!
Cheers!
Great Idea to ask how are we doing and to review how we have supported them in regular intervals.
Thanks Rich!
Paul:
Yours is the one e-mail I always save to get back to, because the value of the ideas you give is ALWAYS there!
Dittos on asking “How am I doing?” one of the things that made Mayor Ed Koch such a good mayor of NYC (he asked that ALL the time!).
Also, I like the idea of adding that final line in a quote, How Much You Saved. They can do the math themselves, but as your subject of today’s pod cast, people are so distracted now a days, doing the math for them will help!
Thanks again for a great post!
Thank YOU Dave!