This ultimate customer service story will inspire you

Maria Garcia turned Ross Shafer into an unpaid spokesperson for this room service associate and the Marriott Hotels when she went 30 seconds out of her way. This is funny and important. Find Ross: www.RossShafer.com

Today’s poor example – Target’s Price Match Policy - happened about 60 minutes ago.

I am currently shopping for a Flip Video Mino HD (2hrs, 8 GB…). So as I always do, I hit the web for some quick research. I found the camera at BrandsMart and Target.

My first stop BrandsMart (3305 Busbee Drive NW) because the Flip Video Mino HD is on sale ($30 off retail). This location was sold-out however; their Gwinnett store had several in stock. I had no intension of driving from Marietta to Gwinnett, the manager, Corey Davis, of the Busbee location immediately offered to have the Gwinnett store move the product to the Busbee location for pickup on Tuesday. Excellent!

I have to admit to you, that when I decided to purchase something I like instant gratification. I want to take it home immediately and start using it, whatever “it” is.

Before going any further, I forgot to mention that at BrandsMart gave me a pickup receipt for the item on Tuesday. The receipt details the item including the sales amount, taxes, and total.

As I drove down Barrett on my way home, I had a flash of brilliance. Target! I remembered that Target has a price matching policy. I love Target. I was about to pass the Barrett Pkwy location (740 Ernest W Barrett Pkwy NW) so, I took a shot at them having the Flip Video Mino HD and stopped. They had it! I was excited and ready to purchase it with my credit card in hand – until I asked about the price match.

Turns out to use Target’s price match policy you must have a print ad with a photo of the item. So, my receipt showing a description of the item including the final cost wasn’t good enough for them. I took the salesman’s canned speech and started to leave. One last attempt, I thought. Target won’t let me down. So as I passed the “customer service” counter and I asked to speak to the store manager. I was told he would speak to me however it turns out he was too busy and another representative (Justin) showed up who had to page the store manager, “I have a customer here with a receipt for an item we sell and is asking for a price match, can we use it?” The store manger gave the same canned speech I had heard in electronics. Target had done something I never thought possible – they let me down!

I know a little about sales and customer service because I have over 25 years of experience with both. I have been a National Trainer for both sales and customer service and work hard in my business to go above and beyond expectations of my clients.

I understand that businesses need policies in place but I also know that nothing is written in stone, and that exceptions happen everyday. Again, my receipt details the item including the sales amount, taxes, and total. It lacks a “photo” but really what would that tell you that the description doesn’t?

Needless to say, Target lost a $210 sell of a Flip Video and another $50 or so on miscellaneous items that I need for upcoming trip. (That’s what the Flip Video is for too.)

On Tuesday, I’ll pick up my new Flip Video Mino HD from BrandsMart and head over to Walmart for the other items I need.

I love Target but this was a kicker for me. It will be a long while before they regain my business. Walmart is closer and cheaper on the items I would purchase from Target anyway.

Price matching policies should be as easy to use as the Flip Video Mino HD – plug and play!

Sasha Strauss, CEO of brand strategy consulting firm Innovation Partners, talks about how he used LinkedIn to hire everyone in his agency – through trusted referrals.

Sasha Strauss talks about personal branding seminar in front of a sold out audience at USC’s Alumni House organized by the USC Alumni Club of West Los Angeles.

No matter what business you were in now is the time to develop a new mindset and dare to dream.

It is not because things are difficult that we do not dare; it is because we do not dare that they are difficult. ~ Seneca

When you finally let your dreams bubble up, your spirits soar and everyone around you is uplifted!

Dreaming fuels your passion and passion is a very potent fuel!

Did you know passion is a renewable resource? Its energy will overfill your cup and the cups of those around you.

All serious daring starts from within. ~ Eudora Welty

Are you waiting for inspiration to strike – STOP! Schedule dream dates with yourself and use that time to explore and exercise your dreams.

Ask yourself: What have been my rewarding moments in your life?

Ask yourself: if money were no object, what would you be doing?

Ask yourself: What path did you take because it was unfamiliar or not “real” job.

Ask yourself: what childhood hobbies would you like to revisit?

Ask yourself: List the wo/men you most admire? Why?

“I rarely regret things I’ve done, but often regret things I haven’t” ~ Unknown

‘To really live, it is important to say, “yes” more often than “no”. ~ Diane Carter

Picture yourself living your dream! Make it real.

The more clearly you “see” your dream, the more you talk about your dream, the more real it becomes.

Surround yourself with people who dream and pursue their dreams not “naysayers”.

Live and let your dreams take shape.

The future belongs to those who believe in the BEAUTY of their dreams. ~ Eleanor Roosevelt

What motivates you? Take a moment and complete this: “I see myself…”

If you always do what interests you, at least one person is pleased. ~ Katherine Hepburn

What type of a thinker are you?

Strategic thinkers tend to plan a course of action.

Strategic thinking includes clear vision, resources and measurable terms. It also includes making assumptions.

Power thinkers focus on the positive and overcome the negative. You can practice power thinking by being positive about yourself.

Creative thinkers look at things from a new perspective. Postpone judgment. Generate as many ideas as possible.

Analytical thinkers stay focused while searching for answers.

Sales reps don’t like to rehearse their presentation; they want it to sound spontaneous. Have you ever watched a comedian at work…they sound spontaneous after hours of rehearsal.

Practice everything from the intro to the Q&A and you’ll be amazed at how spontaneous things sound when it really counts.
It is important you make a presentation your own by adding interesting stories, anecdotes, data and examples to drive home your message.

Discover what you know, what you don’t know, and what you need to find out before you meet customers.

Know your material, and then own it by adding personal stories and examples.

Selling without internal passion and enthusiasm is a waste of your time, effort, money, and career.  Either you believe, or you don’t.

By believing it will show in everything you say and do, how often you ask for the sell and your attitude during the day.

The power of questions can make the sale! Never ask a question unless you’re sure of the answer.

The ability to develop the right questions to elicit the answers you will want is very important.

What questions will you need to ask to elicit interest?

What problems do this client want/need to solve?

What questions are they likely to ask you about your products, services, value, benefits, features etc?

What will they find most or least attractive about you product? Company? Delivery? Service?

aBi secret. Never call on a prospect until you are confident of the Qs they are likely to ask you and the Qs you need to ask them.

Ask Qs that get the client to reflect and discuss the issues, problems, challenges, opportunities, time frames, goals, desires, etc.

Ask Qs that contain the classic “who, what, when, where and how.

Ask Qs related to the needs your product or service can meet for your client.

Ask Qs related to the benefits they are seeking from your product.

Ask Qs related to buying cycles, current suppliers, time frames, delivery expectations, and budget ranges.

Ask Qs that reflect your understanding of what your client has said. “What I heard..,” “My understanding of your problem..,” “As I heard you say..”

You can never ask enough Qs. The secret is to ask the right Qs of the right people at the right time.

Qs put you in control of the interaction. “What is it that you’d like someone like me to help you solve or achieve?”

Qs indicate you’re interested in learning more about the client and their business. “What is it in your current situation you do not want to see change?”

Qs allow you to learn more.

Qs serve as a means to allow clients to do most of the talking. This is good! Make notes they could reveal other opportunities.

Qs prove you are interested in learning more about the client than in talking about yourself.

Qs give you time to think. “What have you seen in the marketplace that has particularly appealed to you?”

Qs display an image of professionalism and depth of interest.

Questions position you as a problem solver.

Questions prepare you to present your product or service in the precise way your prospect wants to see it.

Asking the right Qs and being in a position to suggest exactly the right set of solutions is what selling is all about!

A great way to learn how to ask the right questions in the right ways – watch AC360, CNN, Jay Leno, watch a mix to find your model.

Study how expert interviewers ask questions. Their phrasing, sentence structure, ability to ask follow-up Qs and ask the tough Qs.

Notice they don’t interrupt and they ask for clarification and clearer explanations of key points.

Focus on your questions and the client’s answers and you become more effective.

Listen: Listen to the entire answer given by the client.  Do not start your response until the client has completely finished.

Replay: Once the client has finished, replay the answer in so you make certain you understand the answer to the question.

Decide: Think about your response. This will only take a second or two and will help you formulate an effective response/question.

Respond: Once you have decided on your response, vocalize your response clearly.

Recently, we discussed open-ended questions. I wanted to give you examples that you can use or spring board off of…let’s get started…

Open-ended questions are one of the salesperson’s most vital tools.

They gather information, qualify sales opportunities and establish rapport, trust and credibility.

Information gathering: What prompted you/your company to look into “this”? What are your expectations/requirements for this product/service?

Information gathering: How did you determine your needs? How do you see this happening? What is it that you’d like to see accomplished?

Information gathering: What does that mean? How does that process work now? What challenges does that process create?

Information gathering: What challenges has “that” created? What are the best things about that process? What other items should we discuss?

Establishing rapport, trust & credibility: How did you get involved in… ? What kind of challenges are you facing?

Establishing rapport, trust & credibility: What’s the most important priority to you with this? Why? What other issues are important to you?

Establishing rapport, trust & credibility: What would you like to see improved? How do you measure that?

We’ve talked a lot about Qs that are all part of mastering excellent communication skills. Let’s get started…

The common factor in any occupation is that you need strong communication skills.

Whether you work in an office, a factory, or in retail, the ability to communicate effectively is a definite career advantage.

The way we communicate can make all the difference in the world.

Poor communication skills can condemn you to a life of mediocrity and unhappiness.

Good communication skills can lead you to success beyond your wildest dreams.

Good communicators have certain things in common, a positive attitude and great people skills.
Communication can become a challenge when we deal with people who think and react differently.

Businesses place a high value on strong communication skills and no one can afford to overlook their significance.

Listening skills are also a major player in communication.

Did you know the more information you have the better chance you have of finding a solution that is right on target for helping your client?

Don’t be in a hurry to tell and sell remember to stop and listen and to ask Qs.

Let your client do at least 50 to 60% of the talking in all sales interaction – it can be as much as 80%.

Invest time in planning to better understand the needs of the client. Use this information to ask the right Qs. Learn to ask Qs.

Listen more than you talk. When your client is talking they will tell you the things you need to know.

Observe yourself. Be your own worst criteria. Analyze the quality of your Qs. Monitor the amount of time you’re talking and listening to your client.