What today’s consumer wants from you - everytime - that you offer a service or product!

First - you must provide Timely Information.
The consumer wants to receive information on your product or service now. You have to provide the information that they request quickly and accurately. In this day and age you can not delay responding to the consumers’ request. If you do not provide the information in a timely manner, the consumer will go elsewhere with their business and also mention to others that you did not answer their request. In addition, they will not recommend the product or service that you or your company is providing.

Secondly – You must provide convenience.
The consumer expects you to make it extremely convenient for them to use your service or product. What the consumer expects from you is that you personally do the extra step or take the extra time to provide the service or product that they are requesting. If you say you are going to do something. you must do it and you must provide it in the manner that the consumer requested. Failure to provide what you have promised, in the manner that you have promised to the consumer, will result in loss sales and also the loss of future referrals. When you do provide the service and product in the most convenient manner the consumer is not only pleased - they will sing your praises to all that they meet. And, you will be signing all the way to the bank.

Third – You must give the consumer added value.
Everyone expects you to do what you promised to do and they take it for granted that you will. They have paid for the service or product and they expect you to deliver it as agreed. While delivering what you promised, it is the little extras that make the difference. The added personal touch or the added extra help on set up, added extra training or added follow up that is not expected. These extras cost very little in the overall picture. But, what they bring to the table is worth its weight in gold. Gold, in the form of Referrals that otherwise may or may not have come your way. Always, be prepared to go the extra mile to provide that added value that is so important in solidifying the relationship and future business.

Fourth – You must eliminate the stress to the consumer in obtaining your product or service
The last thing the consumer wants is the purchase of your product or service to be an extremely stressful operation. It is your job to take the stress out of the transaction and make it as easy as possible for the consumer to buy and be satisfied with what you are selling. If, you do not make it as stress less as possible you will not have to be concerned about additional referrals or repeat business as any undue stress associated with your product - will be associated with you.

If you were to purchase a product or service and it turned out to be the most stressful transaction you have ever had, what would you do the next time you needed that product or service? I think we all know what you would do. Remember, how you would like to be treated or handled and act accordingly.

Fifth – You must provide World Class Care
The consumer wants you to take care of them. They want you to be their counselor, manager, negotiator, protector and friend. This sounds like a lot but it really isn’t. The pace of life increases every year. Now a days to often the "personal" is taken out of the "personal touch" and replaced with technology or some meaningless corporate gesture. That is all well and good but the consumer wants you not just your computer, fax or letter to take care of them.

As you have heard a hundred times before “People buy People, before they buy goods or services”.

If you want them to buy, give them World Class Care and they will love you for it and they will tell everyone that they meet how wonderful and caring you were. That is so simple to do and it makes you a stand out. Once you engage your customers that way - you have just added a salesperson to your personal staff, at no cost. Think of all your satisfied customers as your personal sales force and manage them well.

These five items are what you need to provide to the consumer who wants your product or service. If you deliver these things with all of your customers you will be on your way to having relationship that will last a lifetime and, provide you with a steady stream of referrals. Consistency in all of these areas gives you the life blood of every business – The Completely Satisfied Customer.

• Featured Article
• Opinion Column
• Our New Book
• Ask us a Question

Opinion:

What about the way several major financial firms are advertising lately?

Companies like Morgan Stanley and AG Edwards advertise the close relationships that their financial advisors have with their clients, and how committed they are to the individual investor. Yet in reality Morgan Stanley has paid over $150 million in fines to the SEC and AG Edwards over $75 million. These fines are related to conflicts of interest with their clients: False analysis, steering clients in to underperforming mutual funds, illegal sales contests and others. All while under obligation to do what is "in the best interest of their clients"

We think it is a huge disappointment that companies like this continue to deceive customers and do not think twice about it.

In our opinion the actions of these companies make a lot of good people who work at these companies, the new generation of "used car salespeople".

What do you think?

Visit our contact page to give us your thoughts on this...

Our New book:

Golden Circle Secrets
How to Achieve consistent Sales Success Through Customer Values and Expectations

Available at: Amazon.com/goldencircle

Questions?

Any sales or management topics are welcomed.

Email us from our website to ask us a question.

All questions will be answered in the nest issue.

Newsletter Management:

• View this email online
• Opt-Out