Roy's Blog: May 2013
May 27, 2013
Do you recognize and reward your salespeople when they LOSE a sale?
Rather than flogging stuff at people, salespeople should be rewarded for doing the RIGHT thing for a customer even if it means sending them to another supplier who has exactly what they need.
At the end of the day, the ONLY thing that matters is the customer relationship.
And if maintaining a trusted connection with someone means you pass the short term sale off to your competitor, then DO IT!
Your customer will remember you for it.
They will most certainly tell others about your integrity and honestly.
And they will return to do business with you because you proved you have their best interests at heart.
- Posted 5.27.13 at 06:03 am by Roy Osing
May 25, 2013
Ever heard this one before?
“I can’t give you that table as there is no server assigned to it.”
I get it.
It’s about sitting at a table where management has decided to assign their employee.
It’s about conforming to how they want to supply their services.
It’s NOT about “allowing” the customer to sit where they want and THEN assigning a server to take care of them.
The supply side of business wins out over the demand side (again).
- Posted 5.25.13 at 06:50 am by Roy Osing
May 20, 2013
The fading technology.
Old School perceived by most everyone.
Whatever you want to call it, the phone has a bad rap in the face of new customer engagement technologies.
The pendulum has swung from a phone-centric world to a world characterized by “let’s-use-every-technology-possible-to-avoid-having-a-conversation-with-another-human”.
For me, the irony is anything but subtle.
Every organization wants to have “more effective communications” with employees to share information, provide strategic direction and direct action.
And with customers to explain a value proposition that hopefully will result in a sale.
Unfortunately, they are employing solutions that REDUCE communications effectiveness.
Relevant information to individuals is lost in mass media technologies.
Organizations are distancing themselves from people by inserting technology in the middle.
Intended outcomes from communication are not achieved as employee and customer reaction can’t be heard and acted on.
The phone may be old school from a technology point of view, but it is new school from the point of view of connecting and effectively engaging with people.
With developing a “high touch” culture like Zappos who actually encourage their customers to call them. An invitation that the herd generally avoids for cost reasons. How crazy is that?
Inject a healthy dose of the “H” (humanity) factor back into organizations.
Invite people to call.
Have a conversation.
Go retro. Go phone.
- Posted 5.20.13 at 06:30 am by Roy Osing
May 18, 2013
Ever heard this one before?
“Due to heavy call volumes we are unable to answer your call at this time. But stay on the line and we will get to you with the next available agent. Please do not hang up. Your call is important to us.”
CALLS are important I guess. People not so much.
If the call was so important why wasn’t someone there to answer it (on the 3rd ring)?
Oh I know. Because the Call Center is considered a Cost Center where the prime directive is to keep costs as low as possible.
It’s not viewed as a “Serving Center” where delivering Unforgettable Moments is the raison d’être.
- Posted 5.18.13 at 06:13 am by Roy Osing