Do you want more sales? How is your customer service? Are you acknowledging mistakes and taking the appropriate actions to correct those mistakes?
Recently in meeting with a close friend who is also one of my vendors, we discussed some recent problems that I had experienced. She had sold her business to a larger company and agreed to stay on for at least 2 years as a sales person. Prior to this sale, I never had any problems. Her company was very reliable in that it delivered what it promised in the given time frame.
The purchase of her company and the continued growth in the market place strained the acquiring company. Sales Coaching Tip: Mergers and acquisitions usually have a negative affect on the sales professionals for both companies.
During our discussion, she made this simple statement: Just ‘fess up and fix it. Wow! What a powerful business philosophy that creates immediate action.
What would happen if businesses all adopted this philosophy? In fact, the Ritz Carlton has provided all of their employees with a budget to address this philosophy of 'fess up and fix it.
How often do we because of our negative conditioning adopt a victim attitude about things being out of our control? With over 30 years in sales and purchasing, I believe that I have heard every reason why something was not done correctly. Most of the time, there was a blame game going on and of course the sales person was blameless.
Maybe it is just me, but I really do not care to hear about your computer problems, your labor problems or even your personal problems. All I want is what you promised and when you promised it. My attitude is probably like most people so why would a sales professional believe that their customers are any different in their expectations?
No one likes to admit making a mistake. However, we are all human and errors happen. By ‘fessing up, you are taking responsibility as the professional sales person or small business owner. You are acknowledging the problem and correcting the problem is very important to you. Of course, if you rely on others, you may have to take the problem up the chain of command until you are assured that the problem will not happen again.
Finally, by having a clearly communicated Values Statement within your strategic business action plan may also help to reduce the number of times that you will have to 'fess up and fix it. If the goal is to increase sales, then look to what is keeping you from achieving that goal. 'Fessing up and fixing the problem is always a far cheaper solution that ignoring it or blaming others.
Sales Coaching Tip: Take action by becoming the victor and not the victim. You will increase sales not to mention make a lot of your customers happy campers.
Increase Sales Just By Fessing Up and Fixing It - To learn more about this author, visit Leanne Hoagland-Smith's Website.
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