My New Blog

THE VALUE OF A CUSTOMER

I just recently had an incident occur that reminded me of an experience I had when I first started in sales. I was working my first job in sales as a technical advisor. A long time customer of our firm called to get some information on a product, and in my most unpolished way, I was advising him that he was utilizing the product incorrectly.

I was unaware at the time that this conversation was being overheard by the President of our firm. A few minutes after my conversation with the customer, the pres approached me and asked me to meet him in his office. In his most polished way, he proceeded to let me know that even though I may have been right, I could be so wrong that I would cost our firm significant business, because the customer would not care how right I might be, he didn't need to be treated in a manner that might be an insult to him.

My most recent incident occurred while my wife and I were applying for a mortgage though a loan officer that I would consider my best lender. A loan processor needed additional information and called my wife to get it. During the course of her information gathering she became rude and insulting. This was quickly rectified once my wife called me, and I in turn called my bank contact.

We do our work and become complacent with our knowledge and forget the fact that without the customer or client our knowledge is useless. As business is tight and the clients' options are numerous a step back to ponder our sales technique wouldn't hurt any of us. Below I am including the note that I walked away with from that meeting (and still with my job) as I took my first professional “Hair Cut” for all to read and maybe get a thought change.

A CUSTOMER

· A customer is the most important person in any business.

· A customer is not dependent on us-- we are dependent on them.

· A customer is not an interruption of our work--- they are the purpose of it.

· A customer does us a favor by calling--- we aren’t doing them a favor by responding.

· A customer is part of our business---not an outsider.

· A customer is not just money in our pocket--- they are human beings with feelings like our own.

· A customer is a person who comes to us with needs and wants--- it is our job to fill them.

· A customer deserves the most courteous attention we can give them--- they are the lifeblood of this and every business. They pay our salary. Without them we would have to close our doors.

· This should never be forgotten or taken for granted.