Would you buy from you? It’s a good question, isn’t it? Unfortunately, it’s not one that most businesses consider. However, businesses are richly rewarded when they take the time to think about how their processes affect their customers. They become a customer-centric organization, a better company, with a loyal customer base. So, would you buy from you?
Let me begin by saying you’re not you’re customer and every one of your customers doesn’t think, communicate, or have the same problems you do. So, the first key to being a company that customers want to buy from is to listen to them. Don’t toss a one size fits all sales or marketing pitch at your clients. Instead, ask questions, learn their needs, and solve their problems. “If you spend your client time pitching your customer rather than determining and fulfilling their needs — they’ll pitch you — out the door.” — How to Keep Your Customers Happy or Lose Them
How do you build trust? You build trust by honoring your promises. You break trust when you overpromise, mislead, or withhold the facts. Trust isn’t given it’s earned. If you want to earn your customers trust, you must deliver what they need. One of the best ways to build trust is to say no. If your product or service isn’t what the customer needs then say no. If the customer wants you to do something that may not be good for them or you – say no.
“Is there such a thing as a positive relationship without trust? We trust our friends and take their advice. And when a provider earns trust by their words, deeds, and actions — we listen. Only when trust has been established, between vendor and customer, can a long-term partnership be built. How important is trust in sales? When trust is broken the last sale has been made.” — Sales: How Important is Building Trust?
“It’s really pretty simple. Tell the truth. Don’t under or over promise. Don’t tell the customer what they want to hear if it’s not deliverable, and don’t hedge your bet and hold back on your promise. Listen to the customer, know what they expect, check with your team, and give the prospect the most accurate and honest information available.” — Under Promise and Over Deliver? How about just keeping your promise?
Communicating well with your clients and prospects begins by learning how they want to communicate. You need to learn what media they prefer as well as the information they expect. “Customers want updates, and they don’t want to have to initiate the contact. Customers have communication preferences, and it’s up to you, the provider, to find out if they prefer an email, call, or visit. They don’t want to be put off or ignored; when a client asks for information — they wanted it an hour ago.” How to Keep Your Customers Happy or Lose Them
And good communication includes follow up. Your customer shouldn’t have to ask you for information because you should be a step ahead of them sharing the information they need before they ask for it.
Would You Buy from You?
It’s a question you should be asking yourself on a regular basis. Are you a consultant or a salesperson? Do you solve problems, or cause your customers pain, and do you understand your target audience’s needs and then deliver solutions? Step back, take a hard look at what you look like to your customer, and then answer the question, would you buy from you?
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