DEAR WW: I’ve just started working with a new company that doesn’t seem to care when they lose a customer. I’m sure there are things to do, but I don’t know what to suggest. LOST & FOUNDDEAR FOUND:
When I read your e-mail, I thought of Shahimi Abdul Hamid. He’s a Malaysian who recently challenged the [...]
Filed under: Customers & Clients, Sales, Marketing & Customer Service | Tagged: Customer lost | Leave a Comment »
Dear WW: I’d like the people in my company to do a better job of negotiating contracts with our customers, but most of the materials I’ve seen on negotiating are very complex. Can you suggest a simpler guide to negotiations? NEGOTIATING OUR WAY
Dear NEGOTIATING,
Merle Crossman filed a lawsuit against his fire insurance company claiming they [...]
Filed under: Conflict & Negotiation, Customers & Clients, Sales, Marketing & Customer Service | Tagged: Negotiation, Sales negotiation | Leave a Comment »
Dear WW: I can close a sale better than anyone I know. What kills me is the initial small talk with a client. But I’m starting to realize that sometimes I need to give a person time to warm up to me. Any suggestions? LITTLE VICTORIES
Dear VICTORIES,
A while back I saw a fascinating report from [...]
Filed under: Communication, Customers & Clients, Sales, Marketing & Customer Service | Tagged: Small talk, Starting a conversation | Leave a Comment »
Dear WW: Every day we have at least one customer unload a screaming tirade against us. Most of my coworkers agree with me that we don’t get paid enough for this crap. Is there anything we can do to reduce the abuse? TARGET PRACTICE
Dear TARGET,
Speaking of watching a customer go nuclear, did you hear about [...]
Filed under: Customers & Clients, Difficult People, Sales, Marketing & Customer Service | Tagged: Customer service, Disgruntled customer, Sales | Leave a Comment »
Dear WW: My business just lost a big customer because my predecessor handled a major screw-up badly. Now the pressure is on me to make sure that doesn’t happen again. THIS CUSTOMER WAS ALWAYS WRONG
Dear WRONG,
Several years ago I was on a nonstop flight from Chicago to Seattle when the pilot suddenly announced that we [...]
Filed under: Customers & Clients, Sales, Marketing & Customer Service | Tagged: Customers happy, Lost customer, Retain customers | Leave a Comment »
Dear WW: I’ve just started working for a new company and my sales manager keeps talking about relationship sales. I keep agreeing with him and pretending that I know what the heck he’s talking about. Now it’s too late to fess up. NOT CURRENTLY IN A RELATIONSHIP
Dear NOT,
Take a tip from Yermak. (No, he’s not [...]
Filed under: Customers & Clients, Sales, Marketing & Customer Service | Tagged: Customer service, Difficult customer, Relationship sales | Leave a Comment »
Dear WW: I have a big potential customer who says he wants my product but doesn’t have the budget. Should I change my terms to land him? HE’S BUDGET CHALLENGED
Dear CHALLENGED,
As much as I love technology, I love tech horror stories even better. Check this out. A German couple bought a fancy new car with [...]
Filed under: Customers & Clients, Sales, Marketing & Customer Service | Tagged: Customer, Customer service. Make sale, Doesn't have money, Sales | Leave a Comment »
