You Can Turn Customer Pitches into Home Runs!

One of the biggest compliments I ever received was when in my position as Sales Manager for a computer multi- store franchise, a computer manufacturer's representative commented, "Your stores are so comfortable!"

At the time I reflected, that's the way it should be. Now, 10 years later, there's a more satisfying sense that what we achieved there was an environment conducive to making customers of all types feel and be part of the team. Whatever the baseball pitcher throws, from the catcher to outfielder, all players have a chance to win the game - unless the hit is - out of the ball park.

While I don't remember their names, I do remember sitting in front of the television with my cousin when I was growing up, cheering for that pitcher to - throw a good one! The customer "pitches" to any one in the organization, so it's as if any employee is the "catcher."

So catch this! Treat customers like part of the team, a unique team contributor, and you'll catch them every time! Cover All Customer Types Customers come in all styles. With common sense as our compass, most situations can be handled to the customer's satisfaction. But on occasion, we need to go beyond common sense and make sure we ourselves can cover all bases, handle all types of customers and deal with those different situations. Theoretically, service is sales is service.

The process of getting a customer is a continuum of gaining their commitment to use our product or service, then delivering beyond their expectations the quality and support that we sold. When we deliver, then we strengthen the chance that when they need more of what we have, they'll want more of what we can give. Sometimes, beyond our control, we find ourselves in the position of recovery from a foul - late delivery, missing or damaged parts, misunderstanding of the warranty or features - some foul in the sense of poor delivery. It's in these `foul zones' that we can still get a home run.

When the customer complains, our knowledge of how to handle their personal fears are more effective than common sense. Proactive Recovery As varied as customers are, so is the way in which they want problems handled. Real teamwork in action is the salesperson communicating to service . . .

A tip worth a hit: Mr. Talker may not be able to focus on the real problem with you, however, if you invite him to the office to talk it over with you, then you can help him focus. Or, a third baser: Ms. Bull may be somewhat demanding, so if you give her options and let her choose the one that would best satisfy the situation, you'll put her back in control. Bases loaded: Mr. Sticktuit may need time to adjust to your recommended solution, so clearly define the option and provide personal assurance of support.

A home run: Ms. Analytical may define precise expectations and resist arbitrary solutions, so provide specifics and take time to prepare! In other words, different styles require a different catch. And the interaction with sales and service serves to solve a problem before it escalates to an angry situation. So a three way team can help to catch customers, keep customers and satisfy their needs and fears.

©Copyright. Pat Weber is a speaker, trainer and author providing keynotes and workshops with ideas and insights to bolster customer relationships. Visit her website at http://prostrategies.com for discussions about sales and service. Subscribe to her free online newsletter with email to tips@prostrategies.com.