The Water Trough- We can't make you drink, but we will make you think!
The Water Trough- We can't make you drink, but we will make you think!
Are Your Sales People Stalkers?
Ed Drozda, The Small Business Doctor discusses the impact of aggressive selling tactics on customer relationships. Sharing a personal experience with a lawn care service, he highlights how persistent up-selling and harassment can damage a company's reputation. Emphasizing the need for businesses to maintain control over their sales practices, he warns against ignoring problematic employees.
Welcome to The Water Trough, where we can't make you drink, but we will make you think. My name is Ed Drost of The Small Business Doctor, and I'm really excited you chose to join me here as we discuss topics that are important for small business folks just like you. If you're looking for ideas, inspiration, and possibility, you've come to the right place. Join us as we take steps to help you create the healthy business that you've always wanted.
Microphone (Yeti Stereo Microphone)-1:Welcome back to the water trough. This is ed draws to the small business doctor. I've been thinking about selling or more specifically. About being on the receiving end of somebody trying to sell something. I think these things have gotten vastly more sophisticated over the years. Telephone calls and things like that. Have given way to emails, various types of aggressive advertising and a variety of things that are not only redundant. But perhaps somewhat overwhelming to the uninitiated
Microphone (Yeti Stereo Microphone):buyer.
Microphone (Yeti Stereo Microphone)-2:My story takes us back to a time when I was looking to change my local lawn care service to one of those major chains.
Microphone (Yeti Stereo Microphone)-4:My local guy did a great job by the way. But he was expensive and I thought. Well, I can save some money by going to a larger chain. They've been advertised that way
Microphone (Yeti Stereo Microphone)-3:so I pursued it. I did some investigation into the major chains and I decided upon one that I thought I'd like to go with. Well, I think it'd be interesting to share with you what happened next.
Microphone (Yeti Stereo Microphone):it started with upselling. You know, a major chain obviously has a variety of other services to offer. And we're all familiar with upselling. This guy actually got me to purchase a shrub treatment program that effectively doubled my cost.
Microphone (Yeti Stereo Microphone)-5:I understand why a company resorts to upselling basically to improve profitability. I think there's probably no good reason for it. Other than that. Okay. But this particular guy, this sales person, he brought it to a whole new level.
Microphone (Yeti Stereo Microphone):First of all the same offers were repeated over and over. Now. The same can be said for today. With our email assaults and so on and so forth. But unsubscribe. And ideally. When we unsubscribe. These offers stop coming. But lacking a unsubscribed button. I said to the guy, listen, stop. I don't want any more. Of these offers just plain stop. However, he would not stop at that. In fact. Hidden. Statically point out these extras were not only aesthetically appealing. But they were necessary to retain the value and the beauty of my property. I call it the hard, sell up, sell. So this guy is trying to tell me. How to maintain my property effectively. He's telling me. There without his services, there's nothing. In the world that's going to give me. The value. That his services can offer me. I guess you could say, he's trying to shame me. Into accepting the fact. That I was unaware of what was necessary. When I decide to take my business elsewhere, the things got really, really ugly. And call to cancel. And 12 him, the service was adequate. But I didn't appreciate the heavy handed upselling. The continued, despite my protestations. I came right out and said it to him. Yes, the service is adequate. No, it was not amazing. I certainly didn't have time to see if it was going to increase the value of my property, but I made it very clear to him. Yet again. That I did not appreciate the heavy handed up selling despite my protestations. He goes response. He offered me a lower price. than what I was paying initially.
Microphone (Yeti Stereo Microphone)-6:I hung up the phone that day. No longer engaging their services. But not long after this, I started receiving calls yet again. Asking if I wanted to use their service again.
Microphone (Yeti Stereo Microphone):In some cases, These calls were chatting my decision to go elsewhere.
Microphone (Yeti Stereo Microphone)-7:And by the way,,
Microphone (Yeti Stereo Microphone)-8:This is the same person. It had given me so much grief in the first place.
Microphone (Yeti Stereo Microphone)-9:The calls continued sometimes occurring after nine o'clock at night. Most of the time, I didn't even bother picking up the phone. And on those occasions, no message was left either. At last and I can't believe it took me this long. I contacted the customer service manager and I told her. That I felt I was being harassed. Yeah. When I told her who the salesman was, she shocked me by saying, We've had issues with him before and we'll take care of it. In fact, they did take care of it. He never called again. Here's the question. How could it ever get like this in the first place? What kind of a business? Would have an employee like this. Boom. They're aware. And let things continue. As it did with me. Your company sales performance. Is comprised of personnel and sales practices. And it's often the only factor. That determines whether or not customers will buy from you now or in the future. Think about it, the ripple effect of my experience or anyone in my shoes can be dramatic. I'll never do business with that company again. And quite frankly, I did let everyone who wanted to hear about it, know about my experience. What somebody can afford. To have a public face like this. Is there any chance that you have somebody like this? Do you have an employee? Who is. Flying under the radar or being simply ignored because there's too much. Have a problem to fix it. Who is putting this image out to the public. About your company.
Microphone (Yeti Stereo Microphone)-11:It's critical for companies to take from control over the sales performance process. And most importantly for the sales personnel. Individuals who were hired into this role. Should be and typically are carefully screened. To ensure at a bare minimum. That they have an enthusiasm or customers. That goes without saying. That is a prescribed. Component of the right stuff for a salesperson. But aside from that, The company itself needs to have a. Oversight process. Expectations for sales people. That goes far beyond that basic requirement that they be people. persons.
Microphone (Yeti Stereo Microphone)-9:We can train them as to how to sell the products that we have. We can educate them about what they're selling. But inherently, they need to be passionate. About serving. Customers. And at the same time, achieving the goal of selling. Our products. This is the kind of people. That make her good salespeople. It's a little value that we've got people who are passionate about the product or service. A little value that those people with a passion for the product or service. Are. Incredibly wise about the Proctor service. If they fundamentally lack the enthusiasm, the interest, or the passion for the people they serve your customers. In my opinion, this company made a major blunder. They were aware of difficulties with this employee, and yet they allowed him to continue without sufficient oversight. Did they hired the right sort of person in the first place? They would not be in the position they're in now. Hiring the right salespeople is only the beginning. We also want to ensure we provide sufficient guidance and support. To ensure that the remain successful. Of incredible importance. We have to be vigilant all the ways. For rogue persons or activities that could undermine our business integrity. When we uncover these situations, we must be prepared to take appropriate measures to correct the matter promptly. Ideally our customers won't be the first to bring these matters to our attention. A final word about sales practices. Selling is about one of a plethora of tools there's employed. To up the return per customer. Too much of anything can be a bad thing. And when your customer hollers uncle. It's time to let go. Choose your offerings carefully and always keep in mind. How would you feel. If someone was selling to you. As you. were selling to them. There's a lot to be said for that old golden rule. Treat others as you want to be treated. How does your team measure up? This is our dramas to the small business doctor. Until next time. I want to wish you a healthy business.