How do your reps solve customer problems when things go wrong? How proactive are they with their solutions, especially when the problem was caused by your team?
I saw this challenge with the restaurant where we order pizza. I called to order and went to pick it up. This was our usual place so I didn’t think to open the box to check my order before I left. Big mistake on my part!
As soon as I got home I realized I had the wrong pizza. I called and said “You gave me the wrong pizza!” They apologized for mixing up my order, but that’s all they said.
I told them I still wanted our pizza and I would return to pick it up. But, still not happy, I had to be the one to push for a more positive outcome. I was a repeat customer but felt like they didn’t care because they didn’t offer anything to make this right for me, the buyer.
How is your team solving buyer problems or concerns? Instead of making me happy by taking control of the problem, they instead just apologized offering nothing else.
Because I had to ask them to make good on their error, even when they agreed it still didn’t come out as a win for them…because I had to ask.
What can you do to make sure your team is more proactive when they see somethings not going right and say “This is not right and this is how we want to fix it!”
Join me as I share ideas on how your team can be more proactive, and persuasive in how they proactively take control to solve buyer problems. Bet it can help your team sell even more!