Sales Tip: Stop "Touching Base:

How many times do you call back people that are just calling to touch base? Well, for most people it is rarely. We get too many calls, emails and have too many tasks to get around to touching base. I have friends that I really do want to catch up with and we still have trouble finding time – and they are friends!

When you call someone or leave them a message give them a reason to call back. Tell them about new features they may want. Tell them about a new program you have. Give them an update on news in the industry.

Elude to them there is reason for your call and benefit to them. If you do this well, getting people to return your call will be easier than ever!

Service Tip: Ask Your Clients For Their Definition of Service

So often we ask our clients, "what makes for great service for your clients?" They often start to answer the question with "I think..." and "we think...". Then the next question becomes obvious, "well, what do your clients think?" Most companies and most service/sales people don’t take time to ask clients what the best service steps can be. Start asking your clients, what other things can we fix, do better, upgrade, make special? The answers will surprise you. Another way to ask is, "if we were going to provide our service and absolutely wow you, what would we change?"

Get clients involved in the process of building your service program and it will create loyalty, create value AND create an ideal program for them.

Service Tip: Stop Cutting Corners in Conversation

We had a staff lunch a few weeks ago. Our hostess had so much experience she was able to take the whole interaction down to three words. "For Four? Menus? Coffee?" And she was gone. Sure, we got the meaning of each question but, "For four?" is not the same as “Hi, how are you today? Are there four people in your party?”. By shortening the interaction and the number of words it may not lose the meaning (it does to some) but it certainly loses the hospitality.

Make sure that everyone in your call center, service center or client relations has the ability to use full sentences to clearly outline a question, an answer and a solution. It is a way to create better clarity but also more hospitality.

Sales Tip: Invite Old Clients Back

Have you ever been in a conversation about a past or old client and suddenly thought or said, "I wonder what happened to them?" Apathy or perceived apathy is still the number one reason people leave a supplier. Beyond price or service. The easiest way to overcome this is to constantly invite old clients back. Make them feel welcome over and over. Your past clients should become your base of VIP’s and should be the easiest sales in the world. Too often we take those past relationships for granted or forget about them all together.

If you are doing a decent job then most of your clients will be willing to purchase again … so invite them back to the table to work with you over and over. Introduce new products to them first and have a circle of people that always buy and continue to refer you year after year.

Service Tip: It's My Pleasure!

When did "No problem" become the acceptable response to helping someone out? It suggests that normally things are a problem but in this case it is "no problem". The Ritz Carlton has it right when everyone in their organization helps out and then responds, "My pleasure Sir/Madam." They know that the simple change of words means that each customer feels more valued, deserving and respected. It is never an effort to help at the Ritz. It is the reason they are there and it is always a pleasure to help.

How different an experience can be and the spirit of service when your team starts to respond to customers, "It was my pleasure!"