In my last two posts I took the time to talk about companies that aren’t making the best use of their “phone time” with customers and potential customers. I do think we all have to speak up more when it comes to blatant examples of corporate disregard. But those discussions are also glaring examples of what can happen when any of us forgets the most important characteristic – in fact I’ll call it the mantra – of excellent sales and customer service professionals. It is (drum roll please) IT’S NOT ABOUT YOU! If you can understand and incorporate this mantra into all of your customer and potential customer interactions, you will see monumental changes take place. All of a sudden, they’ll be doing most of the talking, they’ll be anxious to tell you about themselves and what they want from you. They’ll be interested in becoming your customer. Some simple examples of “It’s Not About You” include always taking responsibility for reaching them. Certainly leave messages, but if they don’t get returned, well, it’s not about you, it’s about their busy schedule. Keep calling until you reach them. They’ll be impressed with your persistence and your obvious commitment to service. Ask them about themselves with open-ended questions, using what, when, where, how and why to inspire them to tell you more about their hopes and desires. If you are offering a product or service that helps them achieve those hopes and desires, certainly say so, clearly and precisely, but then get back to them. Put your ego on permanent vacation and focus on your customers and potential customers. Because when you make it all about them … they’ll work with you!
In the coming week I’ll be doing a bit of travelling ending up, on Saturday, with a very dear friend (in fact that historic photo of me on my website is when I was her receptionist waaaaay back in 1981) who doesn’t have internet access. I’m going to take advantage of the four days of relative isolation and not send you a post next week, but I’ll be back in early June.
Best wishes for two weeks of great phone work! TPL