Tuesday, May 20, 2008

Can Customer Service be Dangerous?

What lengths have you gone to, to handle or avert a potential customer issue?

I had my doubts about whether or not to tell this story, but my partner convinced me Michael - you're paying my ticket, if I get one.

I was running some errands today at lunch, and while stuck at a light I checked my Blackberry. I suppose I could tell you that this was the only time I'd ever looked at my BBerry while driving, but would anyone really believe me?

Anyway, I had just gotten an email from a consultant that was not going to be able to make a 1:00 meeting with a client. This was about 12:30. I did not have the client's number on me, and I knew I would not be back in the office before 1, so I called my office (also illegal to do while driving in CT) and was able to get someone to call the client to let him know. Issue averted!

Believe me - I get how dangerous this is, but I'm sure glad I was able to let the client know in advance. Don't try this at home.

Friday, May 2, 2008

Don't Forget to Listen

Whether you’re in Consulting or in a Consultative Sales Role, it’s so important to REALLY, REALLY LISTEN! I know, this is Sales 101, but I’ve had so many experiences lately where people (consultants and sales people) were far more interested in pushing their own agenda – whether the customer wanted it or not. I know when it’s happened to me, it’s completely turned me off. Even if these people have wonderful services or products to offer, it’s not likely I’m going to be interested.