I see it all the time. Sometimes multiple times in a single week. And when I am party to it, I see red. I feel the hair on the back of neck rise as my heartbeat shoots into palpitation mode.
Why don’t more people realize that it takes time…months…and even years to earn a customer. And with a single mismanaged phone call one can put a dent in your income without saying a word?
Consider yourself warned. You DO NOT have to shoot yourself in the foot. Learn by my observation. This is a True Story.
I called my gas company this week to ask them to “top-off” my holding tank prior to leaving town for a couple of months. As a customer, I was expecting an upbeat greeting. I received a silent response when I said, “Hi Michelle. This is Mike Marchev.”
Silence. I then took this as my cue to continue talking by mentioning “I am calling since I will be heading to Florida and need a “top-off.” Since it was 12 degrees at the time of my call, I thought this information might have stirred the pot and elicited a lively barb or two. Again…silence.
From my viewpoint, I gave this phone receptionist two large opportunities to build on an already sound relationship. BANG! Right in the foot. I called looking for a friendly conversation and some promised assuredness. I received neither. I finished my gas order feeling somewhat less than appreciated.
I am not going to write a script for you when you find yourself in these relationship-building situations. What I am going to do is remind you that (1) These are enormous opportunities to establish rapport; (2) it is easy to be friendly and interested in your customers; and (3) don’t shoot yourself in the foot simply because it is almost quitting time and you just don’t feel like making a living.
News: My Inner Circle Sales & Marketing Club is the closest thing to a magic elixir. Why not give it a shot for a month to see if it is for you? Send me an email and I will address your questions and concerns. mike@mikemarchev.com
Mike Marchev freely shares his experiences, strategies and observations with travel professionals in an effort to keep them on top of their game. For a complimentary copy of his 12-Word Marketing Plan send him an email at mike@mikemarchev.com.
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