Once you know they’re joining your celebration, it is time to make sure they have a good time at the party.
For your business, what things need to be done BEFORE you receive an order to ensure it is smooth sailing from the customer’s perspective?
Confirm mailing, shipping, and billing addresses
Is there anything else they need from you? Samples, drawings, etc.
Is production involved? What can you do now to make it seamless later?
You know your business. What are the top 5 things that tend to go horribly wrong (don’t lie to me or yourself – there are at least 3!).
Here are some I’ve heard from other salespeople (or my past experience):
1.We never ship on time
2.Without knowing the color/style/size we can’t ship and lots of people forget to include that on their orders
3.We charge a lot for freight and it freaks out people after they decide to buy
4.Our credit department wants to know everything about the owner before they’ll extend credit
5.The paperwork is so extensive many people give up and buy from my competition
Figure out how to make the likelihood of those things happening as close to 0% as you can for your customers. You can also make allowances upfront for what you choose to promise – so even if the worst happens – the customer doesn’t realize it.
The easiest way to get to the party may not be the shortest OR the fastest. The same is true when you start from never doing business together to successfully completing your first order with a new prospect.
Need an example? In my neighborhood there is a street called Burnet Park Drive – which is only 4 blocks long, yet includes; two left turns, one hard right, and the feeling you’re going the wrong way up a one way street.
That may be the shortest way to get to our house, but if someone who has never been to the neighborhood is coming over we’ll send them blocks out of the way to avoid that one road.
Make it easy; make them want to come over. Give them a short list of streets to travel or some very familiar landmarks to spot on the way to doing business with you.
What complex directions does your company put in the way of turning prospect into customers? What can you do to eliminate them?
Maybe it is as simple as getting credit approval ahead of time, or setting up a shipping account for them – no matter what don’t dilute the joy of the party by making it an ordeal to even arrive.
Every phone call you make to a prospect or customer is an invitation to do business together. Even when people know that is true, in TeleSales, it seems to be so easy to forget to put the effort forward after your 46th voicemail of the day.
How often are you dialing while bored? Don’t kid yourself, THEY know you’re bored – it comes across in your voice, in the tone, and in your pace.
Instead start asking yourself what do you want the relationship to be like? That will determine w you want your invitation to do business together to look like.
Beautiful and formal
like we see for weddings
Fun like a college party
A little kids tea party
Any Special Occasion
That beginning will set the tone for when they get to the party and you start doing business with you.
Have you ever gotten to an event and felt like the invitation let you down?
You’ve got on stockings & heels or a jacket & tie – yet turns out your at a bar-b-que?
Sometimes worse is showing up for a beach party that is a formal dinner.
How about thinking it is an adult reception, but there is a bouncy house set up?
Don’t lead your prospects and customers on; let them know what it is like to do business with you from the beginning…or should we say before the beginning when you’re inviting them to join you!
So start thinking about how much of a celebration doing business with you is – how do you make your prospects and customers feel FABULOUS? If you don’t, now is the time to consider changing what you do so they look forward to your calls.
We all like to feel as special as we do on our birthday’s, now find ways to make doing business with you a PARTY!