Quik Tip Tuesday: Spank the Competition with Superior Service
June 30, 2009 by admin · Leave a Comment
A funny thing happened while I was shopping at the mall over the weekend.
John needed to get a couple pairs of blue jeans, so we headed over to JCPenney. They were having a sale on his favorite brand, so we knew exactly where we were headed. I say this only to explain that we weren’t on a typical Traci “let’s look around” kind of mission. We went in with a plan, and we stuck to it.
In the short time between entering and exiting the store, we were greeted by no less than FIVE sales associates. I’m not talking about your standard, “can I help you find something?” that comes off fake and creepy — I’m talking about a genuine, look-you-in-the-eyes-and-smile greeting. There was something immediately different about the way in which they greeted us, and we immediately noticed.
I worked at JCPenney in high school and college — in fact, it was my very first “real job.” This was back in the day when James Cash Penney (for whom the chain is named) appeared in the training videos. Mind you, that has been MANY moons ago, but even so — I knew that there was something different here.
And it was really nice. In the eternal words of the late Billy Mays, “but wait! There’s more!”
We left the store and headed out into the food court for lunch. We decided to grab a quick sandwich at Chick-Fil-A. While placing our order, a food court attendant brushed past us to place a stack of trays on the counter for the CFA folks. The clerk taking our order apologized profusely for “the intrusion.” We laughed, replying that it would take more than that to offend us, and left the counter moments later with our order, and a slight smile still on our faces.
While we were enjoying our lunch, another Chick-Fil-A employee asked if we’d like for her to refill our beverages. Get out of Dodge! I couldn’t believe we were getting that level of service in a crowded mall food court.
Minutes later, we headed out of the mall, but the discussion as we headed to the car was all about the many examples of great service we’d received during our brief visit.
The Takeaways:
In a tough economy, price is often removed from the equation. The huge discount retailers will often match prices on popular items. If the product is identical from multiple retailers, and you’ve removed the price barrier — what’s left? Service. Focus on providing the customer with a better experience, better service, or a better value, and you’ll win their loyalty.
Create a better buying experience, and leave an impression on the customer. In tough times, customers hold tight to the wallet. If they are going to open the wallet to make a purchase, you want them to feel GOOD about it, not experience buyer’s remorse. In each of the examples I noted, we walked away having noted that it was a positive buying experience. We felt good about making the choice we made.
Yes, times are tough, and they may get worse before they get better. But, consumers will still have needs to fill. If you want to be the retailer they choose to fill those needs, start finding ways to make yourself the obvious choice. Offer value-added services. Offer superior service. Create a better experience.
Do that, and your customer walks away happy, comfortable and evangelizing your business. In the end, you’ll get more mileage out of that than a good pair of blue jeans.
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Did it provide you with a new insight or resource? If so, buy me a cup of coffee, or send me a tip. Any amount you select is greatly appreciated -- just select what you feel this post was worth to you. Cheers!Finishing Strong, Part 7: I Object!
October 9, 2008 by admin · Leave a Comment
The truth is, if objections are present, you are actually making progress toward closing the sale. Don’t be afraid of objections — it shows interest on the part of the prospect. In most cases, all that is required to overcome an objection is provide additional information to reassure the customer that they are making a sound purchasing decision.
Below are several methods you can use to counter objections. For the sake of our discussion, the four main types of objection countermeasures are:
Yet-But
This approach reinforces your agreement with the customer, then moves on to answer the objection.
The Counter Question
The counter question puts the ball back in the customer’s court. By asking “Why?” the real reason for the objection may become known.
Restating the Objection
By restating the objection, the customer may respond by saying, “No, I mean it just doesn’t look right on me,” or something of a similar nature. This approach tends to reduce the magnitude of the objection in the eyes of the customer.
Direct Response
Although offensive to some, this approach may be necessary if the customer is not going to buy unless the untruth can be corrected. Tact is important when using this approach.
There are many other methods that can be used to meet objections, and the veteran salesperson will know when it is best to employ a specific technique.
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Did it provide you with a new insight or resource? If so, buy me a cup of coffee, or send me a tip. Any amount you select is greatly appreciated -- just select what you feel this post was worth to you. Cheers!One Little, Two Little, Three Little Yorkies…
August 26, 2008 by admin · Leave a Comment
John and I share our home and our lives with three spoiled rotten Yorkshire terriers. And let me save you some time…I am one of “those” type pet owners that adores their pets, and treats them like kids. If we were living in the country, instead of one of those uptight subdivisions (which seemed like a good idea at the time), I’d probably have a couple more. It is because I am such a big softie that my sweet, but long-suffering husband has asked me to refrain from visiting any pet stores or breeders, lest I come home with another one (or two). So yes, I am a dog lover. If you find folks like me annoying, you may want to just skip today’s post.
Pets are a lot like people — they have distinct characteristics and personality traits that set them aside from everyone else.
Take Brinkley, for example. When he was a puppy, he had these large bat-like ears that were completely disproportionate from his body. I’m talking ears that could rival Dumbo. But there was something about his sweet little face that won me over instantly. The moment I saw him, I knew he was the one for me. And, even though we’d set out to get a female puppy, it was Brinkley that came home with us that day.
Eventually he grew into his ears, but were it not for that, we may not have noticed him. These days, Brink is a doberman trapped in a Yorkie’s body — one who thinks he is the neighborhood watch.
Then there’s Madison. She was in a kennel with a little chihuahua puppy. We’re not sure what he did to upset her, but she was giving him a good butt-kicking. She stood up on her hind legs, and had her front paws in the air — she looked a bit like a pint-sized Bigfoot. We watched this go on for several minutes, then asked to see her (if for no other reason than to give the chihuahua a well-deserved rest). We instantly fell in love with this little two-pound dynamo, and the rest is history.
There has never been a sweeter or more loving dog than our Maddie. Her tail can wag at the speed of sound, and she’s never met a stranger. Her favorite thing in the world is to be curled up underneath a fleece blankie.
Last, but not least, is Spencer. I bought him while I was away visiting John’s folks. He wasn’t a planned purchase like the other two pups were, though. I visited a breeder, and saw him there, along with several of his siblings. All of the puppies were sleeping in a big, furry pile…except for one. This lone little guy wanted space to spread out — he was sleeping on his back, with arms and legs going in all directions. No need to draw out the story…he was the one I chose.
Spencer is our wild child. He is not quite a year old, and is already longer and taller than the other two dogs. He is quite a little acrobat, and has been known to make attempts to jump up onto the countertop if there is something up there he wants. As of yet, he hasn’t achieved this, but I think it’s only a matter of time. He is nothing if not tenacious.
Each of my dogs were different from the other pets that were available when I selected them. Each of them stood out, in their own unique way. Were it not for those differences, I would have missed out on knowing them, and loving them — and having them enrich my life.
In a market where we’re all encouraged to follow the crowd and “fit in,” our individuality is often lost. In relationships, and in business, what makes us different is what makes us great.
It took three little puppies to reinforce that small truth in this old dog.



