A customer that costs us the least work is not a profitable customer. In one of our salesperson training sessions, I asked participants to describe the ideal customer. Agree someone who has a pre-made purchase, and preferably on paper, he does not invent anything else, is not late, does not speak, pays and goes. In short, it does not bother you. They were very surprised when I told them it was the worst customer.
Good sales don’t come on their own. It is the fault of a satisfied customer.
There is one word that expresses the essence of the relationship between a merchant and a customer. A win-win relationship. It is an “interest”. It is very important what we devote to him. The aforementioned vendors thought about most of themselves. They wanted to save themselves from working, speaking and thinking. They imagined that if they served all of the shoppers quickly, they would have free time.
“But if they started their trade by gravity, they wouldn’t expect something to improve.”
I have no doubt that there will be a lot of people who will point out the hard work of the saleswomen and their right to lighten it. But imagine everyone behaving this way (and there are certainly other daunting careers). For example, if the city bus driver did not go to the stops to save the work.
But above all, it is imperative to see that it is not the salespeople who decide how they will be sold. So they shouldn’t be. There are definitely stores where they get a free hand, while the owner or manager is hiding from the real world in the office. You will recognize them by the fact that if you dare to complain or complain about something, the person walking out of the office will wake you up and accuse you of harassing the staff. Better peace “at home” to customer satisfaction.
Lehits Principle: Satisfaction First, Profit
But whether someone likes it or not, the profit or savings of a salesperson’s work does not bring more customer satisfaction. Mostly the opposite. When there is a queue in front of the cash register, and the other two are closed for “safekeeping”, it may increase profits in the short term, but customers prefer to go elsewhere next time. The idea that they had no other choice is no longer valid today. The situation has been changed mainly by electronic stores.
I still see how many traders don’t want it, or maybe don’t. Changing attitudes means having a strategy. Find out why I’m doing this and what it’s supposed to bring me. However, if they start their trade by gravity, they cannot expect something to improve. They’re like a rollercoaster that rolls somewhere, without a steering wheel and without brakes ( Also see my e-book From mission to strategy).
So what is needed? I understand that These changes must come from above. You cannot expect the female vendors to suddenly smile on their own. Or, it will last for a long time with them if you tell them to smile. The order is usually executed reluctantly and when the boss or superiors are in sight. The only way out is to create an institutional culture. Something that many entrepreneurs (especially in business) find so difficult that they prefer to call it useless. They might not even notice that they become dependent on their employees when they do what they want.
So be a confident entrepreneur. Those who are afraid of their shadow and hide from everything difficult and unusual will always live only. On the contrary, people who intentionally go their own way and know very well that success will only bring them interest in customers. They know very well that satisfied customers bring in profit. Otherwise, it does not work.
Why subscribe to newsletters for intuitive marketing
Because 99% of the information contained in it is practical inspiration and instructionHow to do business and market differently, with more success, while saving costs. You can use it on the day you read it in the leaflet and not waste time.