your unhappy customers are your greatest source of learning
TRANSCRIPT
“Your most unhappy customers are your greatest source of
learning.”
- Bill Gates
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Your Unhappy Customers Are Your Greatest Source Of
LearningBy Todd Ramsey
Often we, as sales people and leaders, shy away from conversations that are sometimes difficult. We avoid calling back the angry customer or see the time we spend on an ‘after sale’ issue as wasting valuable time.
www.cynthiakocialski.com
Your Unhappy Customers Are Your Greatest Source Of
Learning
Why do they call you? Because you have the closest connection to them. You persuaded them that your product/service met their needs. You have the greatest potential to learn from this situation and carry the message back to your organization or to modify your approach for the next sale.
www.cynthiakocialski.com
Your Unhappy Customers Are Your Greatest Source Of
Learning
Selling to a current client is easier than selling to a new client. The reality is that once you have a customer in your portfolio selling to them again is far easier than expending effort to capture a brand new client. Yet in order to get the second sale, we need the client to feel that we care about them and their issues – that we want to help them in solving their business problem.
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Your Unhappy Customers Are Your Greatest Source Of
Learning
Every interaction with a client represents an opportunity to learn – whether that is learning about their needs for the first sale or the hidden needs that often come out post contract and during implementation. But that covers when the salesperson should get engaged. How should the Leader be reacting and treating this situation?
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Your Unhappy Customers Are Your Greatest Source Of
Learning
This source of learning can change your entire approach to that account
and result in a long, prosperous relationship for all parties.
www.cynthiakocialski.com
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