1) Have a person answer all of your calls
2) If a person cannot answer all your calls, subscribe to a voice message service from one of the telephone service providers and include a message that you will return all calls within one business day – and do it
3) Return all calls within one business day. If late in the day, it can acceptable to wait till the next business morning. Remember, the message and perception in timing/promptness is, “you count”– you are important and a priority to me.
4) Return emails within one business day (two days maximum)
5) Learn to be comfortable introducing yourself by your full name. When meeting in person, look at people directly in the eye, especially when you first meet them and insure you know how to give and reciprocate a firm handshake.
6) Insure you clearly understand the customer or prospects need and priorities. Do this by listening sincerely and asking clarifying questions. Listen FIRST and more than you talk/speak. Probe (ask questions to clarify understanding of) the client’s / buyer’s motivation to buy – but do so respectfully and carefully.
7) Keep agreements you make to the prospect or the customer– When you say you will do something, do what you said you would do, and when you said you would do it. Emergencies should be the only exception.
Eliminate negative surprises for the customer. If there is a problem, acknowledge it quickly, apologize if appropriate (read: your error) and do your best to fix it to the customers satisfaction.
9) Always have the client’s / buyer’s best interest in mind –how will you help them to improve needs to be in the forefront.
10) Think of the long term sale- that means go slow, don’t push now to sell or attempt to up-sell. Think of the longer-term relationship and resulting opportunities forthcoming.
11) Warning- Flirting and fawning are forms of overselling (as well as demeaning) yourself. Realize how unprofessional and damaging these behaviors are with your customers and prospects.
12) Warning – Don’t expect the customer will understand that you are busy or short staffed … they won’t and they shouldn’t have to.
You may be thinking that this is obvious. Yes, indeed, it is not rocket science. While it may be obvious, the truth is that it is also frequently not practiced. And because it is not done well or consistently, it represents a key differentiator for your business.
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