What ever happened to good old-fashioned service?
We all love great service. So why then it is so hard to find? Great service is not that difficult to achieve. All it takes is some commonsense and a willingness to make other people feel good. It's that simple. In fact, it's so easy anyone can do it and it takes very little effort.
If you have ever attended one of my sales programs, you will know that most of what I recommend can be adopted at zero cost and minimal pain. And that's the beauty of it. This is not fluff ― it's the fundamental stuff that is easy to do, but easier to forget. Particularly when you are time poor, stressed and under pressure. You don't need to sell-upwards in your company to get it done. You don't need to release big budgets to make it happen. It's all up to you. You can apply this stuff tomorrow, if not right now, there is nothing stopping you.
Let me give you an example of what I'm talking about:
Not far from where I live is a petrol station run by an old man whom I call Gus. Gus is about 160 not out, has a long grey spindly beard, and shuffles in slow motion as he walks from the station office to the petrol pump. His petrol station is slightly rundown and doesn't possess the flashy signage and features many of his nearby competitors display. Yet Gus has something other petrol stations in the area don't: he's got a constant line-up of customers.
When you go to Gus's petrol station you may need to wait a few more minutes than you normally would at another petrol station. But you don't mind because Gus takes his time and gives you good old-fashioned service. He shuffles over to your car, says g'day, and asks how your day is. He then proceeds to ask if you would like you car filled-up, pops the pump in your petrol tank and washes your windshield while you wait. Sometimes he will tell you that your tyres are low and, on demand, he pumps them up for you.
Gus does all of this at his own time and expense. Gus is from the old school — he's been around longer than most, so it's clear he understands what makes people tick. Gus is not doing what he does to get a promotion, nor is it a cheeky publicity stunt to attract attention. He's doing it because he loves it and it's who he is. Clearly, all his customers love it too.
I drive past three competing petrol stations on my way to see Gus. Both are closer and sell the same product. But I'm not interested in same-same. And I have never looked at the price. Gus could be ripping me off blind and I wouldn't know — but I know he's not. So long as Gus is on the pump I'll happily line my car up and wait the extra few minutes for him. He's that good and makes me feel that special!
How many of your customers talk about you like this? If not, why not?
Yes, business it tougher, more competitive, margins are narrowing, markets are broadening, we have less time, more stress, added demands and pressures, technology is evolving, things are getting smaller and faster... blah, blah, blah!
This is the reality, so get over it. The winds of change have always blown and always will. Don't use these winds as an excuse to give your customers average or bad service. You're better than that. What is cool today is outmoded tomorrow. But one thing will always remain as a constant: People will always desire to be accepted, respected, appreciated and remembered.
Never forget that. I guarantee if you don't ― your customers will never forget you.
For more Selling Strategies advice, click here.
Trent Leyshan is the founder and CEO of BOOM Sales! a leading sales training and sales development specialist. He is also the creator of The NAKED Salesman, BOOMOLOGY! RetroService, and the Empathy Selling Process.