Trust and relationships are much important today than they have been in years. When money is easy to get, people do not put as much value on their money, so bad customer service is accepted as the norm. However in today's economy, money is not as easy to get and people want more value for their dollar. Think of your customers as your best friend every time they come in. You have to love what you do! If you wake up and think to yourself, "Oh God, I've got to go in again," then you are headed in the wrong direction. Trust me, people can see right through you if you are only in it for the money.
Five years ago, anybody could set up a business and people would come in. Today we must focus on what kind of value we bring to the table. Your customers are afraid. They are afraid of bad health, unemployment, foreclosures and indebtedness. They need your help right now!
Look at your business from your customer's point of view. Understanding their fears is the first step to building a relationship. The more you can educate your customers about how your company can put one of their fears at ease, the more trust you can build. Do not try to sell to them immediately.
Think about it from their perspective. Your prospect has no idea who you are. Are you trustworthy? Can you deliver? Your first sale is selling yourself.
I get calls every day from callers go right into their spiel, talking really fast due to nerves, and who lose most of their callers, I am sure. Why? Well, number one, I didn't hear their name, who they are with and why they called. So why would I buy anything from them?
I had a realtor call me about a house we had listed in our realty business. His name was James from ABC Realty. I had to ask four times for him to repeat his name and who he was with. Here is a man looking to find a house for his client, so he can earn a commission. We wasted five minutes of the call, just so I could understand, this English-speaking man, his name and company. What a shame! I am sure his frustration must be going through the roof with lack of responses. It is not that hard.
Remember to speak slowly and clearly and say who you are, the name of your company and what you want.
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