At Least Tell Me Something

posted: Friday, November 2, 2012

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There is something that I’ve started to notice over the past few months that is very disturbing to me. The lack of communication between salespeople, customer service representatives, and their customers is alarming. In this case, I’m talking more about high end sales and those people in the customer service field.

Let me give you a classic example: car repairs. We’ve all had to take our cars in at one time or another for repairs and waiting for them to call us back with what’s going on is often painful and maddening. Whether right or wrong, most of us depend on our cars for work, school, running the kids around and so on. I understand that my car maybe the fifth in line, but call me and tell me that. If I know that the car has not been looked at and won’t be until the next day, then at least I can go forward with my day.

Customers know that salespeople are not always going to have the final answer; they just want to know what’s going on. My nephew and his wife are in the process of buying a house and their realtor has been fantastic. He calls them to update them at every step; my nephew and his wife are nervous but at least they feel informed. There’s nothing worse for a customer than not knowing what’s going on with a potential purchase. Knowledge is power, but knowledge also allows people to relax.

As salespeople, sometimes we are waiting for answers as well, but that doesn’t mean we can’t keep our customers in the loop. It takes five minutes, at most, for a salesperson/customer service rep to call a customer and update them. As stated earlier, it may not be the exact answer your customers are looking for, but at least they know what’s going on. Communication is the key; don’t be afraid to communicate with your customers. They will feel better and so will you!

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