CAVEAT EMPTOR… is a Latin phrase that literally translated says, "Let the buyer beware". It originated in Roman law centuries ago and essentially it meant that as a Buyer you should be careful because, "once you've bought it you own it and there is no recourse". The phrase Buyer Beware of brings up an interesting thought however. Do you as a professional Salesperson want your Customers to operate under the premise of "caveat emptor"? Do you really want your Buyers to be concerned about the decisions they make when they buy from you? Probably not. You want your Buyers to consider you as a "safe harbor"… a place they can go to get valid information, good advice, reasonable pricing, and above all… excellent service.
Here is your ACTION STEP… some thoughts on Customer Service. Some ideas on how to stand out:
1. Customers want Results… simply offer them what they are looking for and you will have taken the first step in great customer service. Take the time to understand what results they want before you offer a solution
2. Customers want "Emotional Satisfaction"… provide some excitement as they make their decision. This can come from making sure they understand the benefits and/or adding some thrills through the changes your product/service brings them
3. Customers want Ego…make them feel important, make them feel valued
4. Be your Word… do what you say you're going to do, keep your promises, and show up on time! The most common complaint in the marketplace is that the Salesperson wasn't reliable. They want results, not excuses
5. Always Tell the Truth… have the courage to tell your Customers what they need to know. You may have to "sugarcoat it" to make it palatable sometimes but at least make sure they get the message. This too is part of the integrity issue from point #4
6. Understand Your Customer's Personality Style… Amiable? Don't be too aggressive. Expressive? Let them talk. Analytical? Show them lots of facts. Driver? Give them choices and let them decide. Be versatile enough to treat them the way they like to be treated
7. Become a Master at both asking and acting on the answers to the following questions… "How can I help you? What's the next step for you? What do you need to see, hear, feel to make a decision?"
There is one more aspect of Customer Service that all professional Salespeople need to become particularly skilled at… it is the danger of Over Servicing. The problem of Over Servicing shows up in two ways… 1. It is one thing to do more than is needed, it is entirely another to do more than they want. Know where to draw the line. & 2. Some Customers can be "time vampires". They will suck the life out of you and they never stop asking for more. Be strong enough to push back when this Customer appears on the horizon. You will never win with them and they take you away from the people that really deserve your time. Find a balance between mastering the above 7 points and avoiding the sin of Over Servicing. It can be done and in doing so you will stand out in your marketplace! NO Excuses.