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Networking Nugget #123 It's All In the Attitude - Part 1
It's All in the Attitude- Part 1
Aristotle said, "We are what we repeatedly do, excellence then is not an act, but a habit."
Part of this habit needs to include an ongoing positive attitude toward our customers. They assume you'll give them a great big "thank you" after they buy your product or service.
However, is that "attitude of gratitude" found throughout the selling process, in good times and in bad, in sickness and in health? As we work with our sales teams and ourselves, we need to keep a sense of loyalty to our customers, a loyalty that comes from relationship marketing. It gives you and your staff a positive attitude that can get you through most situations.
How do we convey to our teams how important attitude is and convince them that nurturing relationships will help their sales?
We need to show them future benefits.
Here are two to consider:
*Customers will become your best advocates. When they're happy and feel cared for they will spread the word about you and your product or service. Salespeople can always use referrals. What they need to visualize is that once you have a base of loyal clients who you have a good relationship with, referrals will come more frequently.
*Salespeople will enjoy their jobs more. Too often salespeople are not sure of how secure they are with a clients. It's like dating; "Does he love me or does he love me not?" When salespeople know exactly where they stand with a client, there's less anxiety. This security comes from a working relationship that has been based on mutual respect and trust. The net result is greater peace of mind and the desire to achieve more. The goal now is to give your people specific tactics that will allow them to develop a consistent positive attitude toward their work and a desire to build customer relationships. Here are some tips that will help you work with your team:
*Go beyond "surface" information. People like talking to people they know beyond the required information. During calls or meetings encourage your people to find out customers' hobbies, names of family members, likes and dislikes, and birthdays. This information can be used to turn customers into friends that your company truly cares about. When it's a special day for them, make sure it's your company that remembers.
*Feel comfortable with casual calls. Have your staff think of reasons to call customers with new information and ideas, unrelated to selling or marketing, just to stay in contact. Good friends always enjoy hearing from each other, even if it's just to say "hello." An attitude of informal interactions is a major building block in customer relationships.
You'll know it's working well when customers start calling your people and sharing the joy of a new baby, an engagement, or a promotion. Next week- we will look at Part 2 of "It's All in the Attitude... of Networking"
Andrea Nierenberg President of Nierenberg Consulting Group