Written by Lisa Rottmann for Buljan & Partners Consulting
The other day, a teacher read the following in a Sales training and I think it’s worth sharing:
It’s a letter from “your customer”. This guy is kind of “special” and I’m sure that you will not like him on the first sight! If “your customer” behaves like this, will you be able to like him and take care of him? Think twice: We all behave in the same way when we are customers, don’t we?
I am your customer. Satisfy my wants with personal attention and a friendly touch and I will become a walking advertisement for your products and services. Ignore my wants, show carelessness, inattention, or poor manners, and I will simply cease to exist as far as you are concerned.
I am sophisticated. Much more than I was a few years ago, my needs are more complex. I have grown accustomed to better things. I have money to spend, I am sensitive, and I am proud. My ego needs the nourishment of a friendly, personal greeting from you. It is important to me that you appreciated my business. After all, when I buy your products and services, my money is feeding you and your family.
I am a perfectionist. I want the best I can get for the money I spend. When I criticize your products or your service take heed because I will tell anyone who will listen that I am dissatisfied. The source of my discontent lays in something you, or what you sold me, failed to do. Figure out what that was and fix it or you will also lose my friends as customers.
I am fickle. Other businesses continually entice me with offers of “more” for my money. To keep my business you must provide something better than they do. Though I am your customer now, you must prove to me again-and-again that I made the right choice in deciding to do business with you above all others.