My new Park Run top

Recently a friend wanted to buy a new running top; she had a particular style and colour in mind. In the first shop she tried, when asked if they had anything in stock to match, the sales assistant showed her everything but what was asked for. It came across as if it was her fault that she didn’t fit the styles that they had. Needless to say, she left empty handed.

The next shop she tried asked if she was looking for anything in particular, and when told, they showed her two things that matched exactly. The assistant then suggested another item that my friend might be interested in. Again it looked great.

In the end my friend spent over £200.00 on three, not one, pieces of running kit. Why? Because the assistant was interested in her, listened, and only offered items that would interest her. He wasn’t going to try and sell her just what he had in the shop.

What can we learn from this story? Well, the first shop didn’t make a sale, but, more importantly, has lost a customer for life. Whereas the second shop made a sale of over £200.00, and has gained a customer that will be going back.

So, in your business, is your service losing you both sales and long term business, or making extra sales and fans that will return again, and again, and recommend you to their friends?

If it’s the latter I’m sure your business will go from strength to strength, but if the former I would be rather worried.

Is your phone answered?

I was at a seminar recently on sales and marketing and the following facts were given.  And, these facts weren’t just generic: they were the result of the company ringing their own client base between 8.30am and 9.00am.

18% were answered, 43% had an answerphone pickup, and 39% just rang.

Further, at least half of those answered by the answerphone made the caller never want to call back!

So, this is my question – how much business are you losing by having a bad answerphone message for your business or simply because no one answers the phone?

By having your phone answered well, you could improve sales significantly, without any effort or extra cost.

If your phone is left ringing, make sure it isn’t.  And, listen to your answerphone message now.  If it doesn’t make you want to call back, make you feel welcome, change it today!  It’s a five minute job.  Promise me that you will do it today!

Why not let me know in a couple of weeks time how much your call rate has increased?