Home Authors Posts by Jeff Mowatt
. I believe that treating customers fairly and equally is a mistake. It’s unprofitable. It belittles customers and employees. And it’s unethical. There, I’ve said it.
By simply realigning their priorities, managers and brokers can lead their company or department in a way that builds customer and staff loyalty, reduces operating costs, makes more money and serves as a model corporate citizen.
To gain the business, we might offer a slight extra, “We’ll also throw in such and such.” Or the customer asks for some slight change, which we assure them won’t be a problem. Later we conveniently “forget” about the little extra.
Ironic how admitting up front what you don’t know actually increases your credibility when you make a statement about what you actually believe. The technique itself is easy.
You’ve probably heard that when you first deal with potential customers, you should share your elevator speech. I’ve found most of these verbal teasers of what you offer actually reduce trust.
Conventional wisdom among writers is to assume readers have the intelligence of seventh graders. When it comes to communicating with clients, I believe the opposite is true.
If your business is down and your enthusiasm is waning during the pandemic, here’s a tip proven to boost revenues and put more spring in your step.
I agree that it’s helpful and therapeutic to communicate with customers, friends and family during isolation. However, I believe even more important is whether we actually listen during those brief encounters.
You can gain tremendous trust with customers by simply following these five unwritten rules of customer confidentiality. Ignore them at your peril.
The key question is what is the most appropriate and profitable salesperson/client relationship?
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