Sometimes we have to go above and beyond the call of duty to meet the needs of our clients. I've done things that most would consider "extra", not just to make the sale, but to make life easier for my client. For instance, I've driven to a client's home in the middle of the night to get a signature for some time sensitive paperwork. In my book I mention missing a wedding to meet a prospect whose wife failed to mention I was coming. That ended badly with profanities spewed about.
Ask any successful salesperson and they'll tell you stories of going out of their way to help a customer, or staying late at the office for the client that didn't show up. It's all part of the "customer service" aspect of the job. Not everyone gets to work a 9-5 office job, where you leave and put the work behind you.
My father was a structural engineer, and even though he worked for the federal government, he had a side gig helping people who needed plans for their construction projects, like expanding a restaurant or a church's new construction. Often times he would take phone calls at all hours of the night and since this was in the days before caller ID, my sister and I would have to screen the calls. "If it's Mr. Johnson, tell him I'm not here!" he'd growl. We'd dutifully take the messages or face his wrath.
As I mentioned in an earlier post, experience helps you learn to weed out the high maintenance clients ahead of time, but it can't be wholly avoided.
If you have gone the extra mile for a customer, leave a note in the comments section.
Chris Castanes is a professional speaker who helps sales people succeed through workshops and humorous presentations. For booking information, click here. He's also the president of Surf Financial Brokers selling life and disability insurance in several states.
Ask any successful salesperson and they'll tell you stories of going out of their way to help a customer, or staying late at the office for the client that didn't show up. It's all part of the "customer service" aspect of the job. Not everyone gets to work a 9-5 office job, where you leave and put the work behind you.
My father was a structural engineer, and even though he worked for the federal government, he had a side gig helping people who needed plans for their construction projects, like expanding a restaurant or a church's new construction. Often times he would take phone calls at all hours of the night and since this was in the days before caller ID, my sister and I would have to screen the calls. "If it's Mr. Johnson, tell him I'm not here!" he'd growl. We'd dutifully take the messages or face his wrath.
As I mentioned in an earlier post, experience helps you learn to weed out the high maintenance clients ahead of time, but it can't be wholly avoided.
If you have gone the extra mile for a customer, leave a note in the comments section.
Chris Castanes is a professional speaker who helps sales people succeed through workshops and humorous presentations. For booking information, click here. He's also the president of Surf Financial Brokers selling life and disability insurance in several states.
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