To note, or not to note...
Dennis Sanschagrin
Structural Maintenance and Durability Expert | Guiding Facility Managers making the journey to Proactive Maintenance | BSCE, MBA | Assoc. DBIA
I was at dinner a few weeks ago with my wife and had a moment of clarity. First, I realized the server was the restaurant’s salesperson (more on that later). But as the company’s salesperson, this one particular server took our order without a notepad. No ticket, no notes, nothing.
I’ve been in restaurants where servers will take the order of a dozen people committing it to memory and return with the exact order, everything correct. Unfortunately, this time was not one of those times.
With only two people’s order, we ended up with the wrong entree and missing the appetizer all together. This got me thinking (and admittedly a little annoyed). As salespeople are we guilty of trying to commit all the important details to memory? I was told early on in my sales career that taking notes in a customer interaction is considered rude.
Is this true? Would I consider a waiter rude because they wrote my order down as I was giving it to them? This can’t be true.
We get so little time with a customer, getting all the important information AND remembering it is almost impossible. I contend that not taking notes is considered rude. I think having a notebook in hand shows respect to our clients and lets them know we are paying attention. What they tell us is important and we’re going to do something with those little nuggets of information.
Wait a second! Notes?…like, on paper?
I know its out of fashion to admit that you use a pen and paper to record important things, but…I’ve been in a few sales situations where the sales person attempted to keep notes on a tablet. While I applaud the forward thinking, I don’t think the effect is what they expected. Most people associate staring at a computer, phone or tablet during a conversation as disrespectful. I believe this is one time when going old school makes more sense. In this case, the client actually paused their speech until the salesperson made eye contact with them instead of their computer.
One last thing…if you are going to take notes, it only makes sense to use them. Follow-up quickly. If you wrote down that the customer prefers email to phone, SEND THEM EMAILS!
I would love to get your comments on this topic. Do you take notes in a customer meeting? If not, why not? What technology do you use for notes? Have you ever been called rude for taking notes?
Thanks for reading, you can reach me at [email protected]. Read and comment on my other articles such as Dear Mr. Customer or Six Cold Calling Myths
Regional Manager of Business Development at Structural Group
7 年I believe taking notes helps both sides, so that you are able to serve them better. In case client is sensitive, one can always ask him you taking notes so that he is not upset. It also helps with follow up in your next meeting. I always go with my notepad and note down the bullet points of our discussion. Further I would use traditional notebook rather than fancy devise, since writing is always faster than device. My thoughts
Owner of P&S Outdoors, LLC - dba SQUATCH (Home of the NETTY) VP of PUSH for Success, LLC (Transformative Leadership & Industrial Consulting)
7 年I find that taking notes are essential, and also show a sign that your are paying attention and or highly engaged. I have been in situations recently where the client asked the same question to a co-worker and I was able able to say "hey, you asked that same question last time". I have always found it good to take notes / short-hand and re-write or organize them after the meeting, thus helping me weed out the nonsense and go for the close. Besides... It is really hard to type fast, make eye contact, and make the client feel engaged.
Structural Technologies - VSL Post Tension Systems
7 年As I see it a note pad/ notebook are tools of the trade, like an rodbuster and his pliers. Even for a brief meet and greet I carry one, you never know what information may cone your way . It's a sign of professionalism.
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7 年For me it's all about reading the situation. I carry an iPad, in a tweed carrying case of course and that case has a front pocket that houses a notepad and pen. I read the situation. If it's one on one or a first get to know meeting, I'll usually stick to the notepad and look for memorable sound bites and info I can use later at the next meeting. However in a more formal setting especially during a discovery session I'll use the iPad. Tapping notes and maintaining eye contact and attention is a skill that can be mastered. I don’t want to miss anything in those sessions and the notes go straight into my CRM and are a guide for my proposals. I would however never use a laptop, there’s a kind of barrier and secrecy to it and no one wants to see half my face peering over the screen and I'm quite proud of my beard! Cheers!