Comments on: NLP and Sales (1): ‘Hit-and-run’ or long-term approach? http://pegasusnlpblog.com/sales_hit-and-run-selling practical nlp applications & ideas Sun, 20 May 2012 04:57:37 +0000 hourly 1 http://wordpress.org/?v=3.3.2 By: Reg http://pegasusnlpblog.com/sales_hit-and-run-selling/comment-page-1#comment-713 Reg Thu, 03 Dec 2009 19:29:46 +0000 http://pegasusnlpblog.com/?p=489#comment-713 Hi 'Instant Garages' - funnily enough, i had to speak with Steve (at the garage) yesterday. Intermittent(!) problem with my car heater after a recent part replacement. Sorted it out - and tested over the course of the afternoon to ensure it was now 'bullet proof'. But refused to take any payment. Somebody once described that sort of service as a Golden Handcuffs process - it spoils the competitors' chances of winning you away! :-) Hi ‘Instant Garages’ – funnily enough, i had to speak with Steve (at the garage) yesterday. Intermittent(!) problem with my car heater after a recent part replacement. Sorted it out – and tested over the course of the afternoon to ensure it was now ‘bullet proof’.

But refused to take any payment.

Somebody once described that sort of service as a Golden Handcuffs process – it spoils the competitors’ chances of winning you away! :-)

]]> By: Reg http://pegasusnlpblog.com/sales_hit-and-run-selling/comment-page-1#comment-712 Reg Thu, 03 Dec 2009 19:24:54 +0000 http://pegasusnlpblog.com/?p=489#comment-712 Hi Pete: Good point, which I hadn't really considered. Our 'internal customers' or colleagues are very important, too. If only because we often have to rely on our relationships with them, and the goodwill we have built up with them, to get thinsg done... but also because it does make for a happier working environment! Hi Pete: Good point, which I hadn’t really considered. Our ‘internal customers’ or colleagues are very important, too. If only because we often have to rely on our relationships with them, and the goodwill we have built up with them, to get thinsg done… but also because it does make for a happier working environment!

]]> By: Pete Knowles http://pegasusnlpblog.com/sales_hit-and-run-selling/comment-page-1#comment-710 Pete Knowles Thu, 03 Dec 2009 08:21:00 +0000 http://pegasusnlpblog.com/?p=489#comment-710 When I worked in retail many years ago, my old manager taught me that if you treat a customer with respect, honesty and kindness, they will always return to you because you've made an impression upon them. I now work in the NHS and although we treat our patients with this type of service, in the "must have now" environment we work in, we tend to forget to use it with our colleagues. This article has made me rethink my approach to a current project Thanks for publishing Reg When I worked in retail many years ago, my old manager taught me that if you treat a customer with respect, honesty and kindness, they will always return to you because you’ve made an impression upon them. I now work in the NHS and although we treat our patients with this type of service, in the “must have now” environment we work in, we tend to forget to use it with our colleagues. This article has made me rethink my approach to a current project Thanks for publishing Reg

]]> By: Instant Garages http://pegasusnlpblog.com/sales_hit-and-run-selling/comment-page-1#comment-708 Instant Garages Wed, 02 Dec 2009 22:21:18 +0000 http://pegasusnlpblog.com/?p=489#comment-708 I definitely agree with you. The long term, kind, caring service really does pay off in the end. And people really appreciate when someone is being honest and true to them, like when you were looking for in-line skates. Thanks for sharing that. It kind of makes me look at myself and how I treat people! I definitely agree with you. The long term, kind, caring service really does pay off in the end. And people really appreciate when someone is being honest and true to them, like when you were looking for in-line skates. Thanks for sharing that. It kind of makes me look at myself and how I treat people!

]]> By: Simon Roskrow http://pegasusnlpblog.com/sales_hit-and-run-selling/comment-page-1#comment-706 Simon Roskrow Wed, 02 Dec 2009 09:48:23 +0000 http://pegasusnlpblog.com/?p=489#comment-706 Great article - thanks Reg. Customer service is one of my personal "hotkeys", and I spend a significant amount of time training in this area. One of the major focus points is looking at how people in large organisations (the individuals on the front line and the management) can learn from the best small organisations. I've written a few articles on my blog on customer service, and the critical thing that comes out of looking at examples of great (not simply "good") customer service is a common theme of ownership. This is trickier the larger the organisation, but absolutely vital - and achievable. A few examples: 1) Booths Supermarkets. Not exactly Tesco sized, but not a small independent corner shop either - it's the Waitrose of the North (only better, in my opinion!). The sheer excellence of its customer service strikes me every time I go in, most particularly in this case: http://www.trainingreality.co.uk/blog/Customer_Service_2.php 2) My village shop. In the last village I lived in, the shop was constantly on the verge of closing, which would have been a shame for the sense of community it supported. In small, rural villages, shops like this perform a role far greater than as a simple convenience store, and much effort is made to keep them open. But it's not always necessary... I now live in a smaller, less affluent village, which has a truly thriving shop, not only used by villagers, but people who travel to get there - it's a mini-destination store! Part of the reason is the great products it sells (high quality, local produce), but even more so is the great customer service you get. 3) A local garage. Garages and mechanics get a generally bad press, so I thought I'd add a last one to show the impact of really knowing your stuff, caring about your customers, and taking pride in what you do. I took my last car to a franchised dealer with a problem. They said that they'd need it in for a day (they could do in in a couple of weeks' time) to work out what the problem was, and (after some pressure, I found out that) the investigation would cost around £250. The actual fix was an unknown quantity. Rather annoyed, I did some research and found a local, privately owned specialist...who took one look at the car, listened to my explanation of the symptoms, and said words to this effect: this always happens to this model at this age - it's a rubber seal that wears. A replacement costs around 20p...do you want me to fit one now? Needless to say, Tony (InTune, Starbeck, nr Harrogate!) has had my custom, loyalty and vocal support ever since. -- Getting your customers to do your selling for you is the goal of great customer service. Great article – thanks Reg.

Customer service is one of my personal “hotkeys”, and I spend a significant amount of time training in this area. One of the major focus points is looking at how people in large organisations (the individuals on the front line and the management) can learn from the best small organisations.

I’ve written a few articles on my blog on customer service, and the critical thing that comes out of looking at examples of great (not simply “good”) customer service is a common theme of ownership. This is trickier the larger the organisation, but absolutely vital – and achievable.

A few examples:

1) Booths Supermarkets.

Not exactly Tesco sized, but not a small independent corner shop either – it’s the Waitrose of the North (only better, in my opinion!). The sheer excellence of its customer service strikes me every time I go in, most particularly in this case: http://www.trainingreality.co.uk/blog/Customer_Service_2.php

2) My village shop.

In the last village I lived in, the shop was constantly on the verge of closing, which would have been a shame for the sense of community it supported. In small, rural villages, shops like this perform a role far greater than as a simple convenience store, and much effort is made to keep them open. But it’s not always necessary…

I now live in a smaller, less affluent village, which has a truly thriving shop, not only used by villagers, but people who travel to get there – it’s a mini-destination store! Part of the reason is the great products it sells (high quality, local produce), but even more so is the great customer service you get.

3) A local garage.

Garages and mechanics get a generally bad press, so I thought I’d add a last one to show the impact of really knowing your stuff, caring about your customers, and taking pride in what you do.

I took my last car to a franchised dealer with a problem. They said that they’d need it in for a day (they could do in in a couple of weeks’ time) to work out what the problem was, and (after some pressure, I found out that) the investigation would cost around £250. The actual fix was an unknown quantity.

Rather annoyed, I did some research and found a local, privately owned specialist…who took one look at the car, listened to my explanation of the symptoms, and said words to this effect: this always happens to this model at this age – it’s a rubber seal that wears. A replacement costs around 20p…do you want me to fit one now?

Needless to say, Tony (InTune, Starbeck, nr Harrogate!) has had my custom, loyalty and vocal support ever since.

–

Getting your customers to do your selling for you is the goal of great customer service.

]]>