Would you buy from you? It’s a good question. Unfortunately, it’s not one that most businesses consider. However, businesses are richly rewarded when they take the time to think about how their processes affect their customers. It’s a step towards becoming a customer-centric organization, a better company with a loyal customer base. So, would you buy from you? So, where do you start?
Let me begin by saying you’re not your customer and every one of your customers doesn’t think, communicate, or have the same problems you do. So, the first step to becoming a company that customers want to buy from is to listen to them. Don’t toss a one-size-fits-all sales or marketing pitch at your clients. Instead, ask questions, learn about their needs, and solve their problems. “If you spend your client time pitching your customer rather than determining and fulfilling their needs — they’ll pitch you — out the door.” — How to Keep Your Customers Happy or Lose Them
How do you build trust? You build trust by honoring your promises. You break trust when you overpromise, mislead, or withhold the facts. Trust isn’t given; it’s earned. If you want to earn your customers’ trust, you must deliver what they need. One of the best ways to build trust is to say politely no and explain why you’re saying no. If your product or service isn’t what the customer needs, then say no. If the customer wants you to do something that may not be good for them – say no.
Is there such a thing as a positive relationship without trust? We trust our friends and take their advice. And when a provider earns trust by their words, deeds, and actions, we listen. Only when trust is established between vendor and customer can a long-term partnership be built. How important is trust in sales? When trust is broken, the last sale has been made.
It’s pretty simple. Tell the truth. Don’t under or over-promise. Don’t tell the customer what they want to hear if it’s not deliverable, and don’t hedge your bet and hold back on your promise. Listen to the customer, know what they expect, check with your team, and give the prospect accurate and honest information.
Communicating well with your clients and prospects begins by learning how they want to communicate. You need to learn what media they prefer and the information they expect. Customers want updates, and they don’t want to have to initiate the contact. Customers have communication preferences, and it’s up to you, the provider, to find out if they prefer an email, call, zoom, in-person visit, or other. They don’t want to be put off or ignored; when a client asks for information, they wanted it an hour ago.
Good communication includes follow-up. Your customer shouldn’t have to ask you for information because you should be ahead of them, sharing the information they need before they ask for it.
Would You Buy from You?
It’s a question you should be asking yourself regularly. Are you a consultant or a salesperson? Do you solve problems or cause your customers pain, and do you understand your target audience’s needs and then deliver solutions? Step back, take a hard look at what you look like to your customer, and then answer the question, would you buy from you?
How Can I Help You?
I like to help people and organizations, but I have three criteria I consider before taking an assignment – I believe in what the organization stands for, I know I can help, and it looks like fun. If you have any questions, Contact Me.
Does your business have a management training plan? Businesses and universities use my book, The New Manager’s Workbook, a crash course in effective management, as the basis for their leadership development program. I’m also available to conduct training.