Directors and management often see customer relations as the affair of a complaints department, while they are occupied with running the business. This is a form of warfare carried out against the irritating habits of customers seeking fair treatment, a fair deal or equality of relationship.
Salespeople often see customers as an unruly, disobliging and dishonest source of commission.
Support staff accept that they are paid to (try to) cope (on a good day) with unreasonable, whining, stupid, ungrateful customers who just will not be behave.
Administrators see customers as dunces who must be forced to follow the rigid procedures developed for the convenience of the supplier (an endless nuisance to the customer).
Technical people often see customers as stick-in-the-mud know-nothings to be loftily put in their place by the use of elitist techno-jargon.
Production people ignore customers entirely, because otherwise customers would get in the way of how they want to run the place.
Finance people treat customers not as people, but as reference numbers with obligations required to fit processes.
Unkind comments? Not at your place? Great! But anti-attitudes like this abound right across the commercial spectrum. You do business with your customers - not despite them! Customers pay the wages for everyone, not just the sales force.
There is always a penalty for poor customer relations. It plays out over the weeks and months ahead when people - and those they influence - simply avoid your firm.
Today's News: Over at Salesopedia today, Clayton Shold is in conversation with Jim Cathcart:
"Jim Cathcart explains how you too can excel at anything you choose. He addresses the polarity of optimism and pessimism in today's new environment. Jim suggests in every situation there is a way to make it better. He discusses the upside of subscribing to intelligent motivation. He says it's all about getting outcomes not emotional impulses. Hear the key steps to achieving your desired results."
Simply click on the widget below to listen in.
Over at Top Sales Experts the"Queen of Cold Calling" Wendy Weiss, is holding court and presenting the last TSE Masterclass of the week: -
Cold Calling in the 21st Century: The New Rules
Thursday June 18th 2009 1.00 PM EASTERN
It has never been more difficult to get in the door to see prospects. Decision-makers are busier than ever and budgets are tighter then ever. Status quo reigns.
Some sales professionals, however, are able to consistently reach prospects directly and to close sales even in today's business environment. You can be one of them.
Join Wendy Weiss, The Queen of Cold Calling, for this important webinar where she will reveal the formula you need to successfully reach decision-makers directly, get your foot in the door and close more sales.
You will learn how to:
■Find the prospects who are most likely to say, "yes"
■Reach your prospects directly
■Guarantee that your prospects will be receptive
■Nail the appointment
Full details and booking here
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