The Best Customers Are The Difficult Ones.

This can’t be true – how can that picky and vocal customer be good?

Most #SalesProfessionals focus on delightful clients. You know, the good buyers who make fuss-free #Purchaser decisions. Of course - if we are fast enough to get them, that is!

Working through #DoubleDigit #Regional #BusinessGrowth, it has been easier for me to develop lasting work relationships and sell more to the tough #Customers. They tend to stay loyal once you prove your worth by keeping up to their expectations.

Customers Aren’t Difficult, They Are Mishandled…

Not long ago, I was thrust to the frontline to pitch a technical sales standstill at one of the largest listed conglomerates in Pakistan. The users were (understandably) upset as the #HighPrecision #SystemSolution was perceived as not up to their expectation.

A stony hush became palpable as the grim-faced #ChiefExecutive (CE) entered the roomful of #Technical practitioners. It was a good 4 hours before we were ushered out, sales contract for a few sets of our most pricey systems in tow with the beaming CE driving us in his car (sans the chauffeur) around their huge estate for a tour, topped with a freshly prepared Singapore Fried Rice late lunch at the #Executive Clubhouse. When I moved away from the organisation, the CE was one of the first to ring up to check if I was alright!

How do we turn a bad customer situation into #SalesOpportunity?

Be Sincere. The customer could be upset at the product and not at us personally. Gain their trust by listening and addressing the pain points swiftly.

Step Back to Move Forward. The perceptive #Salesperson must know when to “give in”. The customer isn’t always right and it may be better not to insist or have the last say. Take 1 step back to move 2 steps forward!

Follow through. Most customers appreciate a follow-up even if we do not have the full solution on time. Send a written confirmation after a call to let them know what to expect next and be sure to follow through on promises.

Exceed Expectations. Look for opportunities to create the ‘wow” moments to stand out from others. For the CE, it was the group conference call to my (pre-alerted) colleagues from different continents with specific actions and timelines that helped us walk away with #SaaS purchases and new #SystemSales! 

I am a growth-driven Strategic Doer with extensive APAC experience, managing businesses to double-digit growth. Know me professionally, ?? ?erific

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Welcome to connect with me, ?? Teri Teo

#SalesLeadership | #BusinessDevelopment | #CustomerRelations | #BestAdvice | #lbfalumni

 Photo Credits: Saeed Aljafar & Lola ya Bonobo