When travelling I seem to notice airlines, hotels, restaurants, transportation companies, and most other related businesses claim to be extremely concerned about “service” or something of the like. Some ask for comments, feedback or want you to rate them. In my experience some is valid and some, well, not so much.
How much should you be concerned about what your clients think of you? I mean long after the sale, after you have no vested interest in taking care of issues that arise?
Consider this: You have heard that bad news travels faster than good news. Here is a little story that may ring true.
A couple of years ago I was having breakfast with my family and another family at a breakfast/lunch chain restaurant. We had been there many times and had good food, although we normally had to wait in line quite a while to get seated. Anyway, we waited about 40 minutes to get a table that would seat 8. Then after about 20 minutes the food arrived. We were so happy to get food, it was if all that time waiting was fading away and somehow worth it. We enjoyed good conversation, a few laughs and were finally having a good experience.
And then it happened! I gave my daughter (5 years old at the time) some of my omelet. I pulled her plate over and piled a few scoops on her plate. Then pushed it back to her. This would be a nice compliment to her waffle. Out of the corner of my eye, I saw her begin to take a bite of the omelet and glanced over at her and saw a long, black hair in the bit she was about to take. (Now for the record I have short hair and my daughter has fine blonde hair - this was definately outside of the family.) It was like the world was now in slow motion and could not act fast enough. Whew, I caught her just in time. But now I was thoroughly grossed out and disgusted, and starting to get angry. I called the manager over and he left and returned 10 minutes later and offered to comp my daughters waffle – THAT’S IT! My blood started boiling and I followed him to the front of the restaurant and expressed my displeasure in front of about 40 people waiting to be seated. Everyone within earshot knew the situation. The manager refused to budge at all, was not accommodating, and generally not hospitable. So we left the restaurant and have never been back (we used to go there twice a month).
My point is this: How many times did I tell people about the restaurant before the negative experience as opposed to after? About 10 times more and with extra passion. I don’t have an axe to grind, but it is human nature to express ourselves this way.
At the time, I worked in a sales office with about 150 co-workers, all of whom I knew by first name. I also met with 2 – 4 businesses every day. My bible study was another 60 people. What about the people we were there with? He was an executive for a publicly traded company. How many people could this news have affected? Lots.
When we get “bad news” from a client or prospect, it is simply information. It is neither good nor bad, but does give us an opportunity to help solve a problem. This is an excellent time to do more than the minimum. See how quickly and efficiently you can help defuse the challenge. You have an opportunity to be a hero and your involvement can help you with referrals, which are some of the best leads you can get.
I watch so many sales reps get all excited and stressed out when problems come up. It is another chance for you to take center stage, put on the white hat and ride into town and clean it up.
Remember, a challenge, problem, dissatisfaction is information only, and gives you a great avenue to add value and be a hero.
Good selling and…
“Ignite your passion”
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