Short Story, Big Picture: Are you Reactively Selling?
No matter how hard we try to get in front of our customer’s needs we still get the occasional, “I need these products like yesterday” requests.
How we handle these situations can make or break the customer relationship. Today’s Short Story is a piece that helps you achieve your long-term goals, aka the Big Picture.
Reactive selling (waiting for the customer to call you) is a useful strategy as you don’t look pushy, but it can lead to rushed orders or worse, being unable to fill their request. Here are three things you can do to make the overall experience better:
Clear Communication
- Be upfront about timelines and the process. Clearly explain what the customer can expect regarding order fulfillment and delivery. If there are any potential delays, address them immediately and provide solutions to keep the customer informed.
Prioritize Efficiency
- Streamline the ordering process. Using tools or a system that allows for quick order entry and confirmation. Make sure all necessary information is gathered, and eliminate any unnecessary steps that could slow things down. This shows respect for the customer’s time and yours.
Personal Touch
- Even during a rushed order, take a moment to personalize the interaction. Acknowledge the urgency and express appreciation for the customer’s business. The smallest gestures can have a huge impact. Simply confirming details or offering assistance can make a big difference in how valued the customer feels.
With the holiday season upon us, now more than ever we need to implement these strategies to help ensure an experience that is positive and memorable for the customer. We are all busy, but we do our best each and every time a customer leans on us to get something done for them in a hurry. Go to the PromoEQP Facebook Group and comment on a time where you saved someone’s bacon!