NOT FADE AWAY

If you really want to be #1 in your market, you’ve got to know what prospects and customers expect from you.

Here’s just a few important items on their want list:

• They want you to really listen to them and not just blab on and on about you or what you sell.
• They want to know you really care about helping them solve their problems.
• They want you to be a knowledgeable resource so you can guide them through the process.
• They want to know you will charge a fair price for a fair product or service.
(You can use “good”, “excellent”, or “outstanding” in place of “fair” and it will still be true.)
• They want to know you will stand behind (or in front of, as need be) what you sell.
• Finally, they want to know you’ll not fade away as soon as you’ve cashed their check.

You may have some other ideas about what should be on this list and I encourage you to share them with me.

If you do, I will compile them with other responses and share the revised list with you before the end of March.

Comments

[Chris Mahussier]

Customers want to be asked questions. You could waste your time presenting the wrong solution, because you didn't ask enough questions and your eager to sell your 'solution'.

That's how I differentiate being 'sold' and being 'serviced' when I make my purchases, and when I present to clients.

[Michael Ray Hopkin]

I agree with your message, and especially the first point: customer DO want you to listen to them. I work on the product management side of business and have come to know of the importance of listening to customers; or better said...listen to the market (which includes both customers and non-customers). You have to be careful they do not lead your product strategy astray, but you definitely need to ask relevant questions and listen to their answers. I've also found this is best done in-person. Talk to non-customers and potential customers face-to-face whenever possible.
Thanks for the excellent post!
Michael

[Yolanda A. Facio]

I agree with your list an add one thought. I believe that your customers want to know that you walk-the-walk when it comes to your product or service. Many times a customer will say what would you do if it were your problem. They want to feel that you are connected to them, aligned. Excellent list of items, practice these and you will be successful.

[Sam Meers]

Customers look for consistency. From one experience to the next, consistency matters. Yes, you must listen - really listen, but if your delivery is inconsistent from one engagement to the next, you lose credibility. And with it, you lose value. So the next time you come to sell something, it will be harder than it was the time before.

[Mark Delton]

They want you to be easy to do business with!
Some companies like Amazon, Southwest Airlines and Marriott get this, many others (who will remain nameless - you can come up with your own list) clearly do not!

[A Owens]

I like my clients to see me as extension of their business. "Can we put an office in here for you?"
That's connection!

[Kurt Ehlert]

Listening and caring.
Isn't that what all beneficial human interaction should be? With my wife, my kids, my employees - let alone my customers. You hit it right on the head.

[Victor Zalakos]

Nice work. Customers also want to like you. It sin't enough that they like your product or service - but they need to feel that it is ok to be associated with your brand and its representative - you.

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Nice