Hot Tips No 12
| Category: Telesales | Date: 2001-03-12 |
Greetings!
United Airlines has had some troubles lately, leading to lots of bad PR and many dissatisfied customers. Over the weekend they agreed on a new contract with their pilots, which should begin to solve the problems.
Through all of this, Ive remained a loyal United customer. Although Ive had my share of delays and cancellations like most frequent fliers, Ive also had many good experiences.
Heres one that contains a sales point. I often talk about the ultimate benefits or results you offer, and how those are the reasons why people are interested in speaking with you, and buying.
While half-listening to the pre-flight announcements from the captain on a flight, he authoritatively said,
" ... and even if youve heard these things thousands of times before, I suggest you pay attention, because you might just hear something that could save your life."
THAT got my attention. And it caused me to ponder about the ultimate benefits and results we offer as salespeople.
What is yours?
Its not the product or service you offer; its the result.
Action Step: Stop for a moment and write down the answer to this question: "What ultimately do I help my buyers get, or help them avoid?"
MAKING AN IMPACT
As if the pilot already hadnt already done his share to contribute material to this newsletter, after the plane reached cruising altitude, I glanced up and noticed the flight attendant
hovering over me.
"Mr. Sobczak?"
Yes.
"The captain asked me to give this to you." It was his business card with a note on the back.
Oh, great. Maybe he felt I didnt give 100% attention and he was asking me to please leave the aircraft. Heres what I read.
"Dear Mr. Sobczak, Thanks for being such a loyal customer. We appreciate your business.
Sincerely, John A. Holveck, Captain, United Airlines."
Wow!
I get on planes about 150 times a year (counting all connections) and have for years. NEVER has the person driving the bird personally thanked me by name, nor have I expected it. Getting it up and down in one piece has been good enough for me (with getting there close to on-time being a real bonus).
So whats the point? Not profound, unless youre doing it: little things mean a lot.
Action Step: What can YOU do to make a huge impact with customers who account for lots of your income and revenue, but perhaps dont hear from you too often? Pick out three of those customers today and do something to stay in contact ... a phone call, an e-mail greeting card, a post card, ... anything to stay in touch. Make that a regular habit and you will reap big returns on a small investment.
QUOTE OF THE WEEK
"Chance favors the prepared mind."
Louis Pasteur
Go and have your best week ever!
Art
Reprinted with permission from Art Sobczak’s "TelE-Sales Hot Tips of the Week
About the Author
Art Sobczak
arts@businessbyphone.com
http://www.businessbyphone.com
United Airlines has had some troubles lately, leading to lots of bad PR and many dissatisfied customers. Over the weekend they agreed on a new contract with their pilots, which should begin to solve the problems.
Through all of this, Ive remained a loyal United customer. Although Ive had my share of delays and cancellations like most frequent fliers, Ive also had many good experiences.
Heres one that contains a sales point. I often talk about the ultimate benefits or results you offer, and how those are the reasons why people are interested in speaking with you, and buying.
While half-listening to the pre-flight announcements from the captain on a flight, he authoritatively said,
" ... and even if youve heard these things thousands of times before, I suggest you pay attention, because you might just hear something that could save your life."
THAT got my attention. And it caused me to ponder about the ultimate benefits and results we offer as salespeople.
What is yours?
Its not the product or service you offer; its the result.
Action Step: Stop for a moment and write down the answer to this question: "What ultimately do I help my buyers get, or help them avoid?"
MAKING AN IMPACT
As if the pilot already hadnt already done his share to contribute material to this newsletter, after the plane reached cruising altitude, I glanced up and noticed the flight attendant
hovering over me.
"Mr. Sobczak?"
Yes.
"The captain asked me to give this to you." It was his business card with a note on the back.
Oh, great. Maybe he felt I didnt give 100% attention and he was asking me to please leave the aircraft. Heres what I read.
"Dear Mr. Sobczak, Thanks for being such a loyal customer. We appreciate your business.
Sincerely, John A. Holveck, Captain, United Airlines."
Wow!
I get on planes about 150 times a year (counting all connections) and have for years. NEVER has the person driving the bird personally thanked me by name, nor have I expected it. Getting it up and down in one piece has been good enough for me (with getting there close to on-time being a real bonus).
So whats the point? Not profound, unless youre doing it: little things mean a lot.
Action Step: What can YOU do to make a huge impact with customers who account for lots of your income and revenue, but perhaps dont hear from you too often? Pick out three of those customers today and do something to stay in contact ... a phone call, an e-mail greeting card, a post card, ... anything to stay in touch. Make that a regular habit and you will reap big returns on a small investment.
QUOTE OF THE WEEK
"Chance favors the prepared mind."
Louis Pasteur
Go and have your best week ever!
Art
Reprinted with permission from Art Sobczak’s "TelE-Sales Hot Tips of the Week
About the Author
Art Sobczak
arts@businessbyphone.com
http://www.businessbyphone.com
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