posted: Friday, May 23, 2014

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As many of you probably know, we’ve spent a good deal of time recently talking about poor customer service, upset customers, and how to deal with an upset customer. There’s one more point that needs to be emphasized before moving on to topics that are hopefully on the more positive side of the selling business.

There’s no way to avoid upset customers from time to time; there are going to be times when they are upset with you for whatever reason. We’ve all ready talked about some of the things you can do to defuse and turn those situations into positives, but the better question is how do you avoid those situations to begin with?

There are a number of things we could get into but there’s one basic that keeps jumping to the front of the line: Treat your customers like guests. It’s a concept that is as old as the field of sales but it is as true today as it was when the first salesperson uttered those words way back when.

I recently shared with all of you an experience at a fast food restaurant where the employee was rude, used swear words and then the management only made a weak attempt at making the situation right. As I’ve thought about that incident more, it occurs to me: would you treat a guest that way?

Of course the answer to that question is no; most of us treat guests with respect and do whatever we can to make them feel welcome. If the employee at the restaurant had that mentality going into the day, then chances are there’s never a problem.

Every time a potential customer comes to see you, treat them like you invited them over for a party. Ask them what they are interested in, show real interest in the information they choose to share with you and do everything in your power to see them satisfied when they leave.

Treating customers like guests does not mean you are going to close every sale because you’re not; but it might mean that customer will come back to you in the future. The best parties I’ve ever attended are those that I don’t want to leave, and can’t wait to go back the next time.

It’s a lofty goal, but treat every customer like a guest to a party and they may just keep coming back.

FINAO - Brad Huisken

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