Yesterday I was in New York at the National Speakers Association Convention.  While I was in town, I called the office of a sales coaching client who is a retail financial advisor for a large bank.  This bank has about fifty offices spread over seven states from coast to coast.  I provide sales coaching for their advisors, and thought I would stop by and say hello to this particular person.  I called the advisor’s office and asked “Do you know which branch [advisor] is covering today?”  The answer was short and to the point.

“No,” was the reply, followed by silence.  No offer to find out the answer or find someone who could assist me; just a simple no.

First impressions make or break sales.  If I had wanted to discuss opening a new account, I would have chosen not to dig any deeper.  Were I an existing client, I may have considered moving my account.  Shep Hyken, CSP, CPAE is one of America’s top customer service experts.  In an article titled “First Impressions”, Shep states that “Most of the statistics range between eight to twelve good things to make up for a Moment of Misery.” 

Solution: Make certain your staff and colleagues are trained on proper telephone technique.  Script them, and leave nothing to chance.  In today’s world, tolerance is preached on every corner, but never be tolerant of poor or rude telephone technique.  Believe this; your clients won’t be tolerant if they are treated poorly.  Conversely, if people are trained and expected to deliver exceptional client service in every way, people will want to do business with you, and refer you to others.

Good selling!

Technorati Tags: sales coaching, financial advisor, refer

When we speak of being “over-served” normally we are referring to something that has to do with adult beverages. Not always, however. Tony Pappas represents the best of professional salespeople, and has been a consistent sales leader over a career that spans four decades. Tony wholesales insured investment products for John Hancock, calling upon independent financial advisors. Recently he spoke with one of his best clients, an advisor in Michigan, and Tony asked his client for the secret to his success. The advisor said that one factor in his success was that he consistently over-served his clients. This advisor’s clients received such a high level of service that these clients consistently told their family, friends, business associates, and neighbors about the advisor’s exceptional service.

Tony gave me another example of exceptional service. He took his wife, Judy, to the Capital Grill in Troy, MI for dinner. Capital Grill is a high-end chain restaurant known for exceptional food and premier service. When Tony and Judy arrived for dinner, the server asked if this was a special occasion. Tony responded by telling the server they were celebrating their fortieth wedding anniversary. The server returned with complementary champagne. In short order a photographer arrived to take a photograph of the Pappas’. The head waiter and general manager soon arrived with greetings and congratulations. When they left the restaurant, the maître d’ presented them with the photograph – framed! Two days later they received a congratulatory card from the restaurant.

Do you think they will go back? Might they recommend Capital Grill to others? I suggest they are enthusiastic customers – for life.

How do you make your clients feel special? What client service touches demonstrate your appreciation for their business and relationship? Would they say you are their only advisor - their advisor of choice? Over-serve your clients, and you will increase your business through repeat sales and non-stop referrals.

Good selling!

Technorati Tags: professional salespeople, sales leader, client service