HixenBlog IT’S ALWAYS YOUR MOVE…   1 comment

What IS ‘Good Service’?     How does yours rate?

I had an interesting experience with an orthopedic surgeon that was a customer.  He had been invited to speak to our sales force, sharing his perception of sales reps that visited his clinic.  As he spoke to us, he made the statement that in terms of reps, good service was difficult to find.

After his talk, I asked how many of the sales professionals in the room felt that they offered good service.  Every one of them raised their hand.  In fact, every time I’ve told this story, every rep raised their hand.

Why is it, when we all believe we provide good service – a valuable customer could make the statement that good service is difficult to find?  Either he doesn’t recognize good service.   Or we, as sales professionals, don’t.  And he is the customer.

So in the privacy of this blog let me ask you.  Do you provide good service?  Why do you say that?  Can you write down, in terms of your industry and your customers and your competition, what good service is?  I suggest you write it down, because it is more elusive than you may think.

In fact, many of your customers don’t think you provide it.  So if you DO know what it is, you should capture it and make sure you communicate it and live up to it.

After you’ve made your list, check this one.  We’ve identified 40 ideas for good sevice.  If you have ideas we haven’t listed, share them with us  the comments box and we’ll post them in the forum.

Elements of Good Service

                1)   Frequency of visits.    Be specific…what frequency?

                2)   Product Knowledge.  

                3)   Knowledge of Product Applications .   Not just what it does, but how your customer uses it, when and for what.

                4)   Attitude in their offices.  

                5)   Staff Relationships.     How many names do you know?  Do you know something personal about them?

                6)   Buyer Relationships.      What makes you think you have a relationship?

                7)   Management Relationships.         Have you met the top executives or physcians?  Do they know your name?

                8)   Communications.      How do you communicate with the decision maker?  How often?  Why?

                9)    Follow-up.                 Do you always find a reason to follow-up after a visit?

                10)  Timeliness.                

                11)  Service and Support (time in the office when you aren’t presenting).

                12)  Do what you say.

                13)  Ideas for the business.

                14)  Referrals for the business.

                15)  Network for the business.

                16)  Understand terminology.

                17)  Understand how their business is differentiated.

                18)  Present product options in terms of revenue, profit, productivity.

                19)  Add to the morale of the company through your own attitude when you arrive.

                20)  Respect confidentiality.

                21)  Reduces our risk of trying new things.

                22)  Reliable supply.

                23)  Personally stand behind the product performance.

                24)  Protect the company from over-inventory.

                25)  Recognize and appreciate individual efforts within the company.

                26)  Share in company successes.

                27)  Take responsibility for promptly correcting miscommunications and problems.

                28)  Readily available.

                29)  Easily accessible by phone, online and in person.

                30)  Effective and creative use of technology to promote support and communication.

                31)  Prompt introduction of new products and promotions

                32)  Break the rules for the buyer’s benefit.

                34)  Knows their kid’s names.  Knows their spouse’s name.

                35)  Knows their favorite hobbies and interests.

                36)  Knows where they went on their last (or favorite) vacation.

                33)  Knows their boss, but doesn’t go around them.  Knows their staff, but doesn’t ignore them.

                34)  Keeps them up to date on happenings in the business, market and industry.

                35)  Respectfully introduces them to executives at the company at trade shows.

                36)  Understands their concerns before defending your policies.  Champions their business.

                37)  Understands how their company uses your products, when and in what volumes. 

                38)  Anticipates their needs (product and otherwise)

                39)  Have proven yourself trustworthy.

                40)  Typically makes them laugh when visiting.

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Posted July 29, 2010 by D. Ryan Hixenbaugh in Sales Techniques, Uncategorized

One response to “HixenBlog IT’S ALWAYS YOUR MOVE…

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