How a Web Professional and Not Any Guy Makes the Sale! Works Offline Too!
First, let me say as a web professional, I have a very strong sales background connecting with clients including property management, IT, security, and of course desktop PC’s. I learned sales closing and marketing tactics over the years from a wide variety of companies. Some successful, and some not so much. My favorite source for the way I approach clients is not from a new modern model, but from a man who sold pots and pans, Zig Ziglar. In one of his books, he viewed almost everyone he encountered as a client in some capacity. What he stressed was that after a sale, the service was paramount. So from this point of view a friend, a spouse, a customer become clients in some way and using listening skills, presenting options, and making a client happy was truly just as important as the initial sale.
In this age of connectivity, many forget the value of this simple, but effective concept. Many things have changed over the years in the age of what ‘see who can screw the other one first’ so in the process of delivering service, you don’t devalue what you do because someone takes advantage of you. That’s where boundaries come into play and as a professional, you should have those defined as to what you do for free, and what is paid. I find on the internet(in many cases) because of lack of personal contact, loyalty can mean little and creating a relationship fast with the client is so important.
The method I use for dealing with customer service is:
1) Listen to the problem.(if irate continue, if abusive- conversation ends)
2) Relate to the customer(use REAL empathy, statements like “I understand”, “can see that”)
3) Search for options to satisfy the client.
4) Offer a conclusion to the client and method of follow up.
Btw, I trained around 400 employees on using this method for a company that’s based in Omaha, and it proved very successful.