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Anger Can Hurt Your Sales
Tips on managing your temper with customers
As an avid and competitive
racquetball player, I get into some very heated
matches with opponents from time to time.
Racquetball is a very fast-paced and intense
game and if you aren’t careful, your emotions
can get carried away and override your ability
to play smartly. How your opponent plays can
have a direct affect on your emotional state.
For instance, if he consistently gets in the way
of your shot, you either have to take an
alternate and less effective shot or call a
hinder which results in a do over. If this
continues throughout the game, it can get very
frustrating.
When your opponent hinders you (i.e., blocks
your shot and/or the ball), repea tedly calls
debatable short serves, unnecessarily keeps
bumping into you, yells loudly, or just behaves
in a not-so-friendly and unmannerly way, it can
easily result in your getting angry. Also, when
your game is simply off and you keep making
lousy shots, your frustration can lead to anger
as well. When these things happen, your game can
go right down the tubes. You begin thinking
about your emotional state rather than focusing
on your next shot, position or strategy. This
very thing happened to me just recently when I
was playing someone I would consider a
discourteous player. I started getting angry and
yelled at him and made equally impolite
comments. Suddenly I realized something – I have
very good selling skills but I’m not applying
any of them to this game or my opponent. I
wasn’t treating my opponent the way I would
treat a customer, especially an unreasonable and
a discourteous one...
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More
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Defining a Great Customer Experience
Customer expectations are not always the same as
yours
While consulting with a
client of mine who was Vice President of Sales
for a financial services company, I asked him
what he believed his customers thought of his
company and how they liked doing business with
him. His answer was that his customers loved his
company and their experiences were very
positive. I then spoke to his sales people to
learn more about their existing sales processes
as well as other sales-related issues. What came
out of those interviews was only slightly
different from their boss regarding their
customers’ experiences. The sales reps’ feelings
were similar to their vice president, although
not quite as over-confident and smug. Where they
differed related to the fact that they did get
some complaints from customers, but not enough
for them to believe the customers had anything
but excellent experiences with their company.
They too believed that their customers liked
their company and enjoyed doing business with
them.
Finally, I was able to speak with several of
their cus tomers. To no
surprise, I got a 180-degree opposite opinion.
The customers I spoke with felt that this
financial services company was lacking in
several areas of customer service. They
complained about the sales process, transacting
the sale, the lack of follow up, caring about
the customers after the sale, and lots more.
Basically, they felt totally different than the
VP of Sales and, to a large degree, his own
sales team. In essence, the customer experience
was vastly different than what their vendor
actually thought it was, and that was resulting
in poor customer retention...
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More
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PEAK
Sales Consulting, LLC specializes
in working with businesses to develop and
implement business and sales processes. Our focus
is to help businesses increase sales revenue,
reduce sales cycles, enhance lead flow management,
develop world-class sales teams, and create
customer retention strategies. PEAK Sales
Consulting develops Sales Process and CRM
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