Under Promise, Over Deliver
Under Promise, Over Deliver
Selling is much more than prospecting and getting people to buy your stuff. Selling is about developing relationships with good fit customers for mutual benefit. Selling is about win-win situations. Both the buyer and the seller must feel good about the deal.
Today, promises of miracles and excellent service are common. Actual delivery of those promises are rare so people tend to be a bit cynical. The ubiquitous, Have a nice day, from a bored retail clerk sounds trite and insincere. It’s not what we promise that counts, it’s what we actually deliver. You could have the best team of salespeople in the world, but if you don’t deliver, you’ll soon be out of business.
Recently I drove across the Texas Panhandle on I-40. Westbound, just inside the Texas line is a Welcome Center. It looked nice and very modern. The state obviously spend a lot of money on the facility. The temperature was over 100 degrees F, so people were hot. As we walked into the building, the lady behind the desk was yelling at some other travelers, Read the sign! I’m not responsible for the vending machine! Apparently the machines were broken and not delivering drinks. Then Broom Hilda glared at another hapless visitor and barked, Yes? This elderly gentleman decided that his question wasn’t that important so he walked away. I didn’t get close enough to this dragon lady to read her name tag, but I wish I had.
The state Tourist Board had invested some serious dollars to welcome visitors to Texas. Then they staff the facility with the greeter from hell. Doesn’t make any sense. Contrast this with Mississippi a few days earlier. Nice Welcome Center and the lady behind the desk smiled and said, Welcome to Mississippi. Would you like some complimentary coffee?
It’s my belief that Texas is one of the wealthiest states and Mississippi is one of the poorer. I also believe that the dragon lady in Texas was a state employee and the greeter in Mississippi was a volunteer. There doesn’t seem to be any correlation between size, financial status and service. While we lingered a bit in Mississippi, we couldn’t wait to burn up the 110 miles of I-40 through the wasteland they call the Texas Panhandle.
The bottom line here from a sales and sales management perspective: We left Mississippi with a warm feeling and thoughts that we might return someday. We couldn’t wait to get out of Texas. Mississippi delivered on what it promised. Texas did not.
As a sales manager it’s your responsibility to make sure that your salespeople and customer service people are delivering on the promises that your company makes. Make sure that they do their utmost to satisfy your customers. Even if they can’t deliver, don’t let them resort to tired and worn out clichés like, have a nice day.
To learn more about my services, or if I can help with your sales management challenges, please check out my website, http://www.clevelstrategic.com