Customer Experience News & Trends

Do your salespeople know the No. 1 customer demand?

A recent survey asked, “What would be the number one quality you demand from the salespeople who call on you?”

Nine out of 10 the customers who responded to the survey said, “Be there when I need you.”

What this translates into is your salespeople don’t have to be the quickest, they don’t have to be the cheapest, they don’t have to be the smartest. If they’re there when customers need them, they’ll get the business.

Urge your salespeople to act in a way appropriate with “Be here when I need you,” by adopting this philosophy:

“I’m here for you. You’re my customer and I’ll respond in good or bad times.”

“Here’s my cell phone number, here’s my pager number. Here’s a 24-hour toll-free number.”

“Here’s our web address so you can get information even when I’m sleeping.”

How about that? How about having a philosophy that I’m here for you and living that every business day?

How about making sure your customers know how to get in touch with you 24/7, making sure they know who else is on your team, and where they should turn when they have questions or problems or complaints.

So let them know by saying: “Thank you. Thank you for being my customer. Thank you for buying my product or service.”

Adapted from Cashing In On Success by John Tschohl. Mr. Tschohl is president of Service Quality Institute, a multinational firm specializing in quality service.

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