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Be Hassle Free

I was clicking through the cable stations the other night and settled on a rerun of “The West Wing” for some background noise. Not particularly paying attention until toward the end of the episode I heard a line from the character of ‘Danny Cocannon’ talking to ‘Charlie Young’.

Charlie was lamenting dating the President’s daughter because of various issues, I couldn’t tell you what (again background noise). Then I heard Danny say “If it was me I would want to be the one hassle free person in her life” BOOM. Isn’t that EXACTLY what we should be to our customers?

(You Can View the clip here  Be The 1 hassle free Person)

We should be the one hassle free thing in our customers’ life. As salespeople we spend most of our time strategizing on how to find the customer, how to question the customer and how to negotiate with the customer so we can win the sale. What if INSTEAD we spent a little more time thinking about things from their perspective?

Our customers, by definition, have to be decision makers. As a general rule, they must have some level of authority and responsibility. So what daily tasks, problems and ordeals accompany those two duties?

  • 100’s of phone calls
  • 100’s of email
  • Management reporting and meetings
  • Employee problems
  • Internal power struggles
  • Logistical challenges
  • Other vendors issues
  • Personal issues

I know what you might be thinking. “My boss doesn’t care about these things” or maybe “I have quota to make I can’t worry about their problems.” Well I am here to tell you if you don’t worry about their problems you will NEVER solve your own!

There are 1000’s of things that can crop up at any time for our customer and we are only ONE of  them. The patience and professionalism we exhibit in working our way into customer’s daily schedule will determine how they perceive us and ultimately the level of success we experience.

Below are 5 ways we can Be Hassle Free in the face of these daily dilemmas:

  1. Only call if you have a REASON or NEED to call, not because “I just wanted to…”
  2. Email if you have something relevant, helpful, informational etc. not the joke of the day or “I was just checking in.”
  3. Respect their time! Recognize you are only one small part of their day and make the time you share with them COUNT. Be prepared for every meeting, phone call and presentation. Never waste their time.
  4. If they choose to share any problem situation with you tread carefully. YouARENOT the business equivalent of Dr. Ruth, but you can find information online that might address their concerns.
  5. Be humble and empathize but DO NOT commiserate. Realize there will be problems you can’t help with but let them know you understand their situation and will be as supportive as possible.

It comes down to this; we need to find a way to become a POSITIVE in the customer’s day. Whenever they see your number on caller ID they should want to take the call because they know you will share something of value with them. You might be calling with an idea or with information about their industry or maybe even a solution to their problem. Whatever it may be, they have to WANT to talk to you.

Be the one hassle free thing in their daily existence; an oasis from the desert of problems they face. Provide valuable resources and make their life easier. Find something they need that has NOTHING to do with your business and HELP THEM. You have to go OUTSIDE your job description and do things your competitors wouldn’t even think of if you truly want to help people.

It is a lot of work I know but I promise, if you do, the business relationship will grow and your sales will skyrocket. It is a choice you have to make everyday so choose wisely, the job you save just might be your own.

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