Thursday, November 26, 2009

Consistent Salespeople Retain Customers

I have had the fortunate opportunity to have lived on both coasts and the Midwest in my adult life. I also lived abroad in Asia for year. I have been to every region of the country at one point or another, and visited many states in-between them. Of all the national chains around, there is one business in particular which always seems to be the same no matter where they are operating.

That business is McDonald's. No, I’m not here to pitch their food, service, or nutritional information. What I will say, however, is that they are certainly a model of consistency we should all immolate as salespeople.

Think about it. Do you ever wonder if the food at McDonald’s is going to make you sick? Do you worry about their restroom being dirty? Do you worry about the food not tasting the same when you are half way across the country eating at one of their restaurants for the first time? In my experience, these thoughts never arise as they maintain a high degree of standards which are followed by each and every franchise owner. No matter where you are, you know what you are getting when you pull up to the “golden arches”.

This leads me to my next point. Do your customers know what to expect from you when a problem arises? What is their expectation of you when it comes to keeping them up to date on your new products or services which can benefit their company? Do you maintain consistent communication with your customers or just show up when you think your business with them is “on the rocks”? Do you trash your competitors in conversations with your customers, or do you operate like a real sales pro?

Displaying consistent confidence in areas such as those I mentioned above will keep your customers in a business relationship with you more than anything else. After all, do you really think your customer wants to take a chance on a new company & new salesperson when they already have confidence in you and know what to expect? Can you see how being consistent with your customers will negate price, service, and quality to certain extent?

Being consistent sounds easy on paper, but is hard to practice in reality. If you can be consistent in the way your operate as a salesperson, however, you will keep your competitors from taking away your customers. And if you cannot retain business with the vast majority of your customers, you will ultimately find it impossible to sustain any substantial sales growth.

11 comments:

Jamie Spncer said...

I found this particular Free series of Videos on youtube very helpful. They are from Douglas Vermeeren. He has interviewed more than 400 of the world’s Top achievers. Many are calling him the modern Napoleon Hill. I have found his information very practical and it has made a significant difference in my bottom line. Here’s a link to one of the videos:

http://www.youtube.com/watch?v=sP9Hudx3jxA

A said...

I think you meant we should imitate McDonald's, not immolate them, which means to sacrifice and/or burn with fire...
:o)

Spencer said...

I would suggest that it is not the sales manager who will make or break you as a successful sales person. The one person who has the power to do that is staring back at you in the mirror. You are that power and you have the choice to engage and be your best or find a scape goat like your sales manager to blame failure on. Stop blaming and begin doing. Make that extra call. Talk with past clients who love you. Find out why they love you and amplify that upon other key prospects and grow your business.

SalesDog.com said...

Thank you for the article.

Human beings, in my opinion are creatures of comfort. Consistency leaves a big impact in the sale industry.

Jon mohan said...

Your comments about McDonald's will make people scared i guess. But yeah being careful about what are you eating is really important. Nice posting.



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Claire said...

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IT sales recruitment said...

Reliability is incredibly important in sales. You might get picked up easily by a sales recruitment company for your gleaming record, but expect to be dropped quickly if you don't build relationships with clients and companies that are based around trust, solidity and like you say consistency.

Anonymous said...

This is article is so true. No matter what McDonald's you're at [although I've never been across the country] it is always the same, might be different styles and sizes but it's organized the same way. The only thing I worry about is not being able to read the menu, if I were to go out of the country. But then again, most people have memorized the menu because it is such a common place to dine. Everybody knows the structure of the menu as well as the price. Are the prices different out of the USA, I would guess so.
Although it may be tough, consistency does build confidence foundation to customers, knowing they could always count on that particular business.Great point. But on the other hand, some people like change. How cool would it be to walk into a McDonald's with a slighty looney tooney look, McDonald's seems like it is mostly represented for children anyway.
But then again, it might be too childish for an adult--but who knows then it could bring the child out in them. Bring back childhood memories of when they're parents or grandparents took them to lunch as a child.
Great article.

Career Counseling said...

While it is not absolutely essential, knowledge of training and study options, pathways and the labor market in general is especially useful here.

data management said...

I think it is quite right that we need to make sure that our customers get the same experience from us every single time. I cleaned out our database with http://www.qas.co.uk/ and now I am more confident about getting the right person with the right details each time.

rcpalabrica said...

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