A question was posted on LINKED IN by Desmond: "What's the most professional way of overcoming a client's professional discourtesy? i.e. Not returning phone calls, emails, or failing to follow through on committments, etc."
My response is that it is YOUR perception and not the clients that they are being discourteous. Are they really a client or are they a prospect? It sounds more to me that they are a prospect with a proposal you've provided and now they’re stalling. Why I say that is because if you have a true client/sales rep relationship, you will have gained permission to be on their active response radar. You may not have earned the right to say they're being discourteous if you haven't established TRUST (see earlier BLOG Who can you TRUST?).
I would turn the lack of response back on myself, asking myself why they may not be returning my calls or e-mails or whether I've established myself as an equal business partner. That is someone with whom they are more inclined to take my calls because they associate me with "value". It would tell me that am not yet considered someone who is there to help solve their problems or bring them information/services/products that they are looking for.
If they are a prospect, and they aren’t responding in the way you think they should, then I’d be certain that you have not given them a compelling reason for them to talk to you. If buyers sense the only reason you are calling them is to "sell" them something, most people are programmed to avoid emails/phone calls from sales reps if they are not in the market for what you are selling or regardless if they've asked you to give them the proposal. Face it -- circumstances can change from the time you were asked to prove the proposal.
Personally/professionally I always try to return calls and communicate that my needs are being taken care of at present, however, welcome updates to product offerings for such a time as I am researching/looking. Many buyers don't think the same way. Consider the fact that some decision makers are simply busy, having less time to respond to every e-mail or telephone call. Have you tried a real letter by snail mail, that shows that you've taken extra time on your end just after the meeting but before the proposal reminding them of the reasons why they considered you in the first place, based on real results/improvements they'll have ($ or %)?
Desmond went on to highlight what perceived delays that gave cause to the perception they were being rude:
1. Agreed to pay on a certain date, and still hasn't;
2. A deposit is involved, but now they're asking for a free sample or preview
3. They agreed to call back with critical information to meet the deadline, and doesn't, but expects you to maintain your stated deadline
4. They fail to meet commitments for appointments, phone calls, follow ups, information repeatedly.
Desmond is right that they maybe stalling, however, I emphasize finding out the real reason. My first reaction, would always be direct and don’t skate around asking direct questions. There is always a logical explanation to what you perceive as a delay. An example could be to ask them if there is someone else in the organization that you should be talking to review the information with? Or come right out and ask "what is preventing them from making the deposit", or "how their schedule has changed from what was agreed on".
There are many disreputable organizations out there. They cause viable business reasons as to why you may be asked to provide them with a sample or preview -- which can cause a stalemate or chicken/egg syndrome. Ask how the sample or preview is going to help go to the next step? It may show that they don't have as much decision making authority as they've led you to believe and that there is someone else behind the scenes. I would do what I could to provide a "trial" or "sample" because hesitation on my end may communicate lack of confidence in what I'm trying to get them to buy. If samples/previews are out of the question, then provide testimonials and references at the minimum.
If they're stalling on a deposit - that is telling you they may not have the money, have the ability to send the check or you are not dealing with the decision maker, but a gatekeeper. You may have to face that you are wasting your time. Give yourself permission to let go. Recognize that not every prospect is a good one and move on. Spend time with those you share a give/take healthy exchange. Effective qualifying is why top performers get results (see BLOG What is Qualification in Sales?). Be thankful to free up your time to spend with those that value what you are offering or can meet your criteria such as a deposit.
One of my first jobs in sales, I was asking questions of a veteran operations person ... and every answer came back to me that "clients lie". (This may be a little over the top yet your support team can sometimes think this more often then they are telling you). Relax, it is very common that people don't get back at agreed time but expect you to maintain the original deadline.
You may be forcing the issue because it is you or your organization’s target that is the deadline, not the customers. Sales gimics such as “first 100 customers” or “buy now and save” are to try to get a high conversion. I’d like to find a situation where if you have money in hand, all matters qued up, your sale will be turned away (of course, there are real circumstances, but far fewer, that actually are REAL deadlines). Give credit to buyers, consumers or decision makers that they are smart.
If you want to really establish long term relationships, I suggest you portray yourself as patient, empathetic and try understanding the real reason for the the perceived “rudeness”. If nothing else, the customer REALLY does have a legitimate reason for 1-4. It is your perception that they are not meeting what you need.
Bottom line -- the CUSTOMER establishes the criteria/timelines/delays .... never the sales rep or their organization.
TWITTER: http://twitter.com/OptioneerJM
My response is that it is YOUR perception and not the clients that they are being discourteous. Are they really a client or are they a prospect? It sounds more to me that they are a prospect with a proposal you've provided and now they’re stalling. Why I say that is because if you have a true client/sales rep relationship, you will have gained permission to be on their active response radar. You may not have earned the right to say they're being discourteous if you haven't established TRUST (see earlier BLOG Who can you TRUST?).
I would turn the lack of response back on myself, asking myself why they may not be returning my calls or e-mails or whether I've established myself as an equal business partner. That is someone with whom they are more inclined to take my calls because they associate me with "value". It would tell me that am not yet considered someone who is there to help solve their problems or bring them information/services/products that they are looking for.
If they are a prospect, and they aren’t responding in the way you think they should, then I’d be certain that you have not given them a compelling reason for them to talk to you. If buyers sense the only reason you are calling them is to "sell" them something, most people are programmed to avoid emails/phone calls from sales reps if they are not in the market for what you are selling or regardless if they've asked you to give them the proposal. Face it -- circumstances can change from the time you were asked to prove the proposal.
Personally/professionally I always try to return calls and communicate that my needs are being taken care of at present, however, welcome updates to product offerings for such a time as I am researching/looking. Many buyers don't think the same way. Consider the fact that some decision makers are simply busy, having less time to respond to every e-mail or telephone call. Have you tried a real letter by snail mail, that shows that you've taken extra time on your end just after the meeting but before the proposal reminding them of the reasons why they considered you in the first place, based on real results/improvements they'll have ($ or %)?
Desmond went on to highlight what perceived delays that gave cause to the perception they were being rude:
1. Agreed to pay on a certain date, and still hasn't;
2. A deposit is involved, but now they're asking for a free sample or preview
3. They agreed to call back with critical information to meet the deadline, and doesn't, but expects you to maintain your stated deadline
4. They fail to meet commitments for appointments, phone calls, follow ups, information repeatedly.
Desmond is right that they maybe stalling, however, I emphasize finding out the real reason. My first reaction, would always be direct and don’t skate around asking direct questions. There is always a logical explanation to what you perceive as a delay. An example could be to ask them if there is someone else in the organization that you should be talking to review the information with? Or come right out and ask "what is preventing them from making the deposit", or "how their schedule has changed from what was agreed on".
There are many disreputable organizations out there. They cause viable business reasons as to why you may be asked to provide them with a sample or preview -- which can cause a stalemate or chicken/egg syndrome. Ask how the sample or preview is going to help go to the next step? It may show that they don't have as much decision making authority as they've led you to believe and that there is someone else behind the scenes. I would do what I could to provide a "trial" or "sample" because hesitation on my end may communicate lack of confidence in what I'm trying to get them to buy. If samples/previews are out of the question, then provide testimonials and references at the minimum.
If they're stalling on a deposit - that is telling you they may not have the money, have the ability to send the check or you are not dealing with the decision maker, but a gatekeeper. You may have to face that you are wasting your time. Give yourself permission to let go. Recognize that not every prospect is a good one and move on. Spend time with those you share a give/take healthy exchange. Effective qualifying is why top performers get results (see BLOG What is Qualification in Sales?). Be thankful to free up your time to spend with those that value what you are offering or can meet your criteria such as a deposit.
One of my first jobs in sales, I was asking questions of a veteran operations person ... and every answer came back to me that "clients lie". (This may be a little over the top yet your support team can sometimes think this more often then they are telling you). Relax, it is very common that people don't get back at agreed time but expect you to maintain the original deadline.
You may be forcing the issue because it is you or your organization’s target that is the deadline, not the customers. Sales gimics such as “first 100 customers” or “buy now and save” are to try to get a high conversion. I’d like to find a situation where if you have money in hand, all matters qued up, your sale will be turned away (of course, there are real circumstances, but far fewer, that actually are REAL deadlines). Give credit to buyers, consumers or decision makers that they are smart.
If you want to really establish long term relationships, I suggest you portray yourself as patient, empathetic and try understanding the real reason for the the perceived “rudeness”. If nothing else, the customer REALLY does have a legitimate reason for 1-4. It is your perception that they are not meeting what you need.
Bottom line -- the CUSTOMER establishes the criteria/timelines/delays .... never the sales rep or their organization.
TWITTER: http://twitter.com/OptioneerJM
I agree with you Jeannette, "the CUSTOMER establishes the criteria/timelines/delays .... never the sales rep or their organization." Those who pay the bill should be listened to. Life's like that.
ReplyDeleteI wholeheartedly agree with you Jeannette. I was posed the same question in a discussion and I've replied that time is valuable. The client calls the shots. Give me your information,but as indicated know my need, but be flexible to know that I have to ensure all the building blocks go together and we're a good fit for my needs. Always follow-up with a phone call and setting a time to meet and discuss. Always be aware of your clients potential time constraints and have your homework ready to go. Make your presentation and if it's benefical and you give me some time to make a decision, we'll build a relationship. If you're hounding me to make an on the spot decision it won't happen. In short, a knowledgeable salesperson, with a solution to a need. The good ole sales approach. 2 ears, one mouth, listen twice as much as you speak, learn the required need and fulfill with something I need not something you just need to make quota!
ReplyDeleteAlso if delay is the problem from the client maybe they're not being rude, maybe they don't have enough information to make a viable decision, maybe they don't understand the product and how it will fit their need. Although in old sales training they always said a prospect will say no 4 times before saying yes.
Maybe the approach is being to forward, back up and give the client some space. Let them know you're there for them, to answer whatever the need is. Steer away from making it sound like you have to meet a demand and let the client make the choices.
Once you've crossed every obstacle and there's nothing you can do but wait or as indicated allow yourself to move on. The client is not the decision maker and into days world of business everyone has someone to cover for them so they don't have to be ugly or rude.
Your time could be better spent on the next potential sales building a winning relationship over the time wasted losing one! Good read, I enjoyed it. Thanks for sharing.
Jeannette
ReplyDeleteThat is so true. Totally agree. Its like the old saying goes, The Customer Is Always Right. I enjoyed reading this.
Prakash
Jeannette
ReplyDeleteThat is so true. Totally agree. Its like the old saying goes, The Customer Is Always Right. I enjoyed reading this.