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Attract the Right Job or Clientele
Losing Sales Does Not Need to Be Long-Term
Last week set a record whereby three poor customer experiences were mine. The easiest way to handle similar episodes is to find another supplier; however, these incidents involved professional services that, overall, are excellent, and I had no desire to see another. Instead, I took a bold step by offering insights on how to improve customer care to retain clientele and improve sales. It’s vital to recognize that losing sales doesn’t have to be permanent.
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Losing Clients and Sales
Image by Geralt, Pixabay
Do You See What I See?
Surprisingly, the office of a well-respected eye doctor does not automatically remind patients about their upcoming appointments. Instead, it is up to the patient to schedule the next one. Upon calling the front desk to schedule my appointment, I was stopped and astonished as the receptionist spoke:
First, the receptionist said she didn’t see my information, so she asked me to take a photo of both sides of my insurance card and email it to her. My response was, ‘No, I won’t do that as it is not safe.’ I then offered to bring my information in the next morning to schedule the appointment.
Next, the receptionist said that she couldn’t find my records, so I must not be a patient. I suggested she ask the eye doctor if my name sounds familiar. Finally, she admitted that my name did appear and that I am a patient, and I was able to schedule a date.
The solution is to better train all staff so that glitches as described above do not occur. Otherwise, patients will likely find another service provider.
I Hear You – But – Do You Hear Me?
A gentleman I know is frustrated by the difficulty of finding a decent hearing aid. After the first and second models from one company did not perform as expected, even though they were touted as top-notch, he needed to order a third. Upon turning in the second hearing aid for replacement, he was told delivery would be quick and that it would work well. However, the delivery never arrived as scheduled, and it’s challenging to reach anyone at the company.
It’s vital to know that promises are never to be made unless they can be guaranteed 100%. Not owning up to the quality, timeliness, or simply returning a phone call is not an acceptable business practice.
Do You Matter?
We typically say, ‘Best for Last, ’ but in this case, the story is ‘Worst for Last.’ Over a year ago, a group formed by meeting monthly for friendly lunchtime conversations. The goal was to encourage most to join an organization.
During one such lunch, a membership person sat next to me, and I looked forward to a friendly conversation and to learning more about her duties. Instead, she took control, kept firing questions at me, and after each answer, her response was insulting, so I turned my attention to another at the table. However, the story worsens. I learned that the woman was so abrasive toward members that half of them quit and joined a similar organization elsewhere. The company is now doing all it can to rebuild membership. However, it’s unimaginable to realize the woman has not yet been terminated.
Conclusion: Losing Sales Does Not Need to Be Long-Term
First and foremost, when the head of an organization realizes that a member is causing others to leave, the matter needs to be addressed immediately. The person creating the turmoil should be let go, and reaching out to those who left and making an attractive offer for their return may prove beneficial. Next, CEOs of businesses must train all staff well in customer service, aka care. The health of a company depends upon a returning and referring clientele – defining the Smooth Sale!
For more Insights, visit Elinor’s Amazon Author Page
Communicate to Attract Interest
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Sales Tips: Losing Sales Does Not Need to Be Long-Term
1. Commit to your long-term vision for accomplishment(s), including working for the greater good for everyone to feel the ‘win.’
2. The heartfelt approach by welcoming input from prospects, clients, and staff will typically accomplish much.
3. Acknowledge the more appealing ideas and deepen the conversation to enhance the outcome.
4. Request feedback from staff and clientele regarding their concerns while conveying willingness to address them.
5. Never underestimate anyone’s novel ideas; remember that each person and country operates differently.
6. Share favorite learning moments with peers and current clients to improve client engagement.
7. Habitually seek out new ways to improve engagement for business growth as you venture into the unknown to seek new possibilities.
8. At the end of all communications, ask team members involved if they have questions to ensure clarification.
9. ‘Don’t give up – find a better way!’
10. Celebrate Success!
Today’s insights are provided to help you achieve the Smooth Sale!
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