The Wild West of Customer Service

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The Wild West of Customer Service

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trunkAlbert Einstein was the first to coin the phrase “The definition of insanity is doing the same thing over and over again and expecting different results.”

The Wild, Wild West of Customer Service

We have reached a time when there is a sales revolution afoot. For hundreds of years, salespeople were expected to “hawk” their products and convince customers to buy. This conjures up a picture of salespeople heading into town with their wagons and snake oil. Since that time, we’ve given them new names: sales consultants, sales associates or relationship partners. Whatever you call them, their main job has been to sell the customers. Salespeople that don’t sell, soon become history.

Separating the Herd

One of the interesting things that differentiates the good salespeople from the bad ones is their commitment to long-term continuous development. If you are not developing your skills, you are going backwards in your career. If you’re not keeping up with the trends, you will have trouble building rapport with prospective customers.

The Internet is insisting on good communication.

Cyberspace: The Final Customer Service Frontier

The Internet has changed the role of the salesperson. The consumer’s first stop in their shopping is the Internet. According to a study in 2013 by PricewaterhouseCoopers, LLP, 83 percent of U.S. consumers go online to research electronics, computers, books, music, movies and more before going to a brick-and-mortar store. If your business isn’t listed, don’t get too comfortable.

Ask yourself: “Do I go online?” and “Do my friends go online?” These days, everyone is going online to purchase something. Going online gives the customer valuable information and gives her a reason to sell herself on products. Most salespeople have had experience with their customers shopping online but aren’t comfortable in collaborating with the customer or seeing the customer as their equal.

According to Google, in their book “Why ZMOT Matters More Than Ever” they state the following: “Three years ago, we changed the marketing rule book. And by ‘we,’ I mean all consumers. Our shopping behavior — the journey each of us takes on our path to purchase — helped identify a new ‘Moment of Truth’ for marketers and brands. ZMOT, or the “Zero Moment of Truth,” describes a revolution in the way consumer’ s search for information online and makes  decisions about brands.

More customers are seeking solutions online.  Instead of the salespeople being the go-to people, the Internet has taken their place. If the internet is taking the place of the salespeople, what should they do? They need to understand the changes in their role and the changes in how they connect with their customers. The biggest problem for most salespeople is their lack of skill when it comes to using the Internet and social media tools. They’re used to having customers come to them instead of having to reach out to the customers. Business owners need to provide the tools for their salespeople.

Great salespeople understand the value of staying in touch with their customers through some type of communication. The Internet has given us many new venues to stay connected. Unfortunately, many businesses are not allowing their salespeople to spend time online with customers. They say it’s a “waste of time and money.” It’s actually quite the opposite: If your salespeople are still sitting waiting for customers to show up at your door, you’re wasting time, money and talent.

Old marketing venues are less effective and starting to diminish. Newspapers are struggling as are television and magazines. What does this mean? It means salespeople need to spend more time online getting to know customers and finding new ways to connect. The key is to decide how to use these connections.

To get started, look at the venues most used by your customers and develop a strategy with your salespeople to infiltrate these venues and make them work for you.

Lisbeth Calandrino has been doing business consulting for the past 20 years. To schedule a consultation or have her speak with your employees, call her at 518-495-5380 or email at Lcalandrino@nycap.rr.com.

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By | 2017-03-03T12:06:54+00:00 November 24th, 2014|Blog, Blogging, Customer Experience, Customer Service|0 Comments

About the Author:

Lisbeth Calandrino is an award winning trainer, entrepreneur, and blogger and has spent over twenty years developing custom tailored marketing and customer service programs for businesses. Her recently published book, Red Hot Customer Service, 35 Sizzling Ways to Heat up Your Business and Ignite Your Sales defines the steps necessary to build a competitive advantage and turn great companies into unforgettable or red hot companies. Lisbeth admits that much of her knowledge came from her Italian grandfather who despite very little formal education and a limited English vocabulary, managed to became both successful and wealthy. Lisbeth has wonderful stories about Grandpa DiBiagio’s and her time spent learning how to managing Grandpa’s fruit stand. Because of Lisbeth’s experience as a business owner, having been the managing partner and owner of 7 furniture and carpet stores for 14 years, she is able to bring her extensive business knowledge and experience to all of her clients. Lisbeth’s awards include executive of the year award from the International Executive Association, Albany chapter (a business networking group) and first place honors in an international marketing contest for alternative medicine. A two time cancer survivor, she has spoken extensively about her experiences of cancer, offering words of comfort and inspiration. As an activist, Lisbeth has initiated and contributed to many charitable causes. She has worked with at-risk youth, spoken out against injustice and advocated to and helped to build resources for women. As a presenter, Lisbeth Calandrino is highly motivational, information-rich, and very entertaining. Her acute business sense, contagious enthusiasm, positive energy and fun sense of humor make her a dynamic presenter. Lisbeth is a member of New York, Historic Albany Foundation, educational director of Business Referrals Networking Group and member of the board of directors of the Animal Protective Foundation of Scotia, New York.

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