Tag Archives: customer service

Money Is An Outcome

If you want to do well in sales, you’ve got to put the customer first. – Hughes it

by

Everybody wants more money. Most people are not willing to do what it takes to make more money. And the people who want money the most are often mistaken about what they need to attract the money they want. Much of what they do repels money from them.

People Are the End

If you put money before people you will have trouble making money. This does not mean that you should not run a profitable business, that you should not care about your fiscal responsibilities, or that you should not have goals and targets.

By treating people as a means to an end that is money, you set priorities in such a way that money becomes difficult to gain. By treating people as an ends in and of themselves, you make it easier to acquire money.

Clients Are the End

If you put money before your clients or customers you will have a tough time “extracting” the money you want from their checkbooks.

Putting your customers before money doesn’t mean that you should reduce your price to win the clients you need. Valuing your current clients more than you value money does not require that you make unnecessary “investments” in buying the business. What it means is that by valuing your clients more than you value money, you make money easier to acquire.

The Money Follows

Money, especially profit, accrue to those who create value for others. Those who create greater value make greater money. Those who create greater value for even more people, make even more money.

Revenue is the result of selling well and taking care of your clients. Gross profit is the result of a good business model. Net profit is the result of excellent leadership, good management, and fiscal discipline.

In business, increasing revenue and profit is the result of doing 1,000 things right, chief among those are valuing people and teaching them to do purposeful and meaningful work for clients about whom you care deeply.

Money, in all its various forms, is an outcome.

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BEST CALL CENTER VIDEO

As some of you know my job is the hiring and training manager for SFI’s call centers in Roanoke Virginia and Johnson City Tennessee. I recently visited The Security Force call center in Raleigh North Carolina and made a video to motivate their employees.

Whether you work in customer service or not I am sure you will say… “Hughes it.”

Smile

When it comes to customer service the first key in any job whether it is at Mc Donald’s or as The CEO of a major corporation is smiling.  In fact if you are not smiling you are not becoming a friendlier person and you are pushing not just customers but strangers away too.  Practice smiling more and you will see a difference for sure. Here is what will happen:

  • Customers will be drawn to you and want to come back for more
  • Employees will feel appreciated
  • Strangers will want to talk to you

Hughes it.

Smiling is Good Energy!
Smiling is Good Energy!

by FrazierHughes.com

Dear AT&T

To whom it may concern,

Recently I walked into the AT&T store at Valley view Mall in Roanoke Virginia where I live.

I was greeted by William, he’s worked at the store for six years.

My goal was to upgrade my iPhone 5 to a 6 Plus and here are a few tips to help you improve your sales & increase customer retention:

1) He never put the phone in my hand, in fact I never even saw it! I never got to see it in action. -Big Mistake (this is customer service 101) *Don’t feel bad, The Verizon Reps across the street did the same thing twice to me

2) I would not let your reps wear a T-shirt with jeans I don’t think it looks that great. I’m okay with jeans but I would prefer something different other than a T-shirt.

3) I had to leave to go get my girlfriend lunch and he had my cell phone number one suggestion would be a follow-up text from him or a generic text that goes out to all customers that leave the store after they make a purchase or even if they don’t make a purchase. – He could’ve told me he was holding the phone for me in the text or if I came back that afternoon I would receive $15 off my purchase of a Pelican Case, something to motivate me to come back into the store. *No follow up kills your sales

4) As I walked out I remembered and saw my old rep that sold me a phone two years ago but I couldn’t remember his name and I didn’t even remember him. What if he had been following up with me every quarter? I would’ve asked for him for sure and definitely come into upgrade my phone.

5) Your emails are generic that I receive each month. Why not tailor them to the specific phone I have? All iPhone users want another better iPhone. This would get me back into the store sooner.

6) It’s been Saturday since I stepped into the store. There’s been no follow-up from my rep and no incentive to come back in. So now I sit here wondering when will I make it back to the store to get my iPhone 6 plus and when will I make it back or maybe now I’ll just go to Best Buy since I’m out of contract.

I am a customer service pro.

Yours truly,

FrazierHughes.com
540-314-5583
Sent from my iPad

SPEAK TO MY SPOUSE

I love sales. It is a chance to help others. Many times when sales people fall short it is because they hear “I want to speak to my spouse” and they give up on the sale immediately instead of pitching the product to the spouse. All sales professionals agree you should pitch your product to the spouse at this moment and not wait. 

Here is what the Savor Success Blog says, HUGHES IT:

You are just about to close a sale and she says, “Well, I have to discuss it with my husband before I can move forward.” 

Your shoulders droop and you think it’s over.  Another sale lost.  Before you lose faith, there are some great ways to handle this objection.

As soon as the buyer gives you any indication they are “not going to buy right now” your job as a seller (if you want to share the benefits of your product or service AND get paid for it) begins.  Sorry, but that is the way it works. 

 Customers need you to help them make the decision.  That is why it isn’t selling, it’s serving.

 

Some reasons why they want to talk to their husband:

1. they want to end the conversation (doubt it)

2. they want to put the responsibility of the decision on someone else

3. they have a “spending” agreement with their spouse

4. they want more time to think about it (this means they don’t see the true value or are scared)

5. they want his buy-in or validation for making a good decision

6. any combination of the above

If in fact they do need to speak to their spouse, they will have to then become a sales-person for your offering and enroll their husband in the value and justify the price.

Do you want to leave them trying to figure this out or would you rather help them have that conversation?   My vote -You will want to prep them on having that conversation.