But before we dive right in, let us introduce ourselves in case this is your first visit. Welcome to the Sell or Die Podcast. We’re your hosts, Jeffrey & Jen Gitomer. Between the two of us, we’ve written the books The Little Red Book of Selling, Sales in a New York Minute, plus 15 other best-selling books. We’ve also created the 7 figure sales formula program and the Breakthrough Business Babe Community.
Sell or Die is for sales professionals, sales managers, entrepreneurs, and business owners who want to sell more at full price, earn loyalty, and have an unlimited stream of referrals. Every single episode will give you real-world, easy-to-implement solutions so that you can get your calls returned, your proposals read and acted on while creating relationships that you can take to the bank.
It’s time to sell or die…
It’s true, customers will tell twice as many people about their negative experience than they will their positive experience. As a business owner, it’s your responsibility to properly train your staff to ensure you are creating positive customer experiences. If you can implement this fundamental step in your business, you are guaranteed to build your loyal customer base and ultimately drive your profits. We’re here to help make that happen.
For more details, listen to the ENTIRE episode on your favorite streaming platform.
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Every single one of us has the need to buy a product or service. Whether it’s your daily coffee, your night out at a restaurant, a new car, or a new TV; we are always in need to buy something.
You probably can’t remember the last time you went out and received excellent service. But you can remember the last time you received lousy service. Did you tell your friends and family? Were you tempted to write about your negative experience online?
The point is, we all have felt that frustration as a customer. We want to be heard, especially when there is no remedy to the issue. So we share our negative experience which is the catalyst to businesses losing loyal customers and profits.
It’s sad, too, because the business could have avoided it if they had just invested into properly training their staff.
We want to share Jen’s story.
Jen needed a projector and had decided to go to Best Buy. She researched their inventory online, confirmed they were in stock, and headed to the store located 45 minutes away.
When she got there, the customer service associate explained that even though they were listed online, she mistakenly missed the “red dot” which meant they were out of stock. Come to find out, there was only one projector in stock — the most expensive one.
Now, this is where the situation began to take a step towards a slippery slope. Jen was made to feel like she did something wrong and that it was somehow her fault their online inventory list wasn’t user friendly.
However, Jen still had a need for the projector, so she headed to the projector aisle with the associate.
The projector wasn’t anywhere to be seen so the associate asked Jen if she wanted him to look on the top shelf.
Was that a trick question?
After not seeing it on the top shelf, he went to the warehouse to look. The associate came back empty-handed, and Jen asked if he could check the top shelf one more time, which he did. Jen then asked if he could double-check the warehouse, to which he replied, “No, they can’t waste their time looking again.”
At that point, Jen was frustrated and her experience turned negative. The associate ignored her problems and didn’t offer any solutions, even though she was a loyal customer who drove 45 minutes to the store and was planning on spending close to a thousand dollars on the projector.
What could have been done differently to improve customer experience and maintain customer loyalty?
No matter what, your staff will always run into issues with customers. Maybe the coffee was too bitter, the meal took an hour to come out, or in Jen’s case, a specific product wasn’t available.
What are the solutions the Best Buy associate could have offered to Jen?
But, because she was rejected and not offered any alternatives, Best Buy lost a loyal customer and profits.
And now she’s talking about it on a podcast that is shared for the world to hear.
Here’s the deal: if you’re a business owner, entrepreneur, CEO or VP in charge of a sales team; it’s imperative that you train your staff.
Your goal is to improve customer experience and build customer loyalty. Teach your staff how to deal with these unexpected situations that you know are bound to occur.
It starts with you, implementing the training, and ends with your staff, the face of your company.
Your team is the last point of contact your customers have. So if they are trained properly, they will improve customer experience, build customer loyalty and streamline your profits.
If they aren’t trained properly, the world is going to hear about it. It’s easily avoidable, if you just invest in your people.
Be sure to listen to all of episode 570 for more details on why properly training your staff is the fundamental step you need to implement in order to build customer loyalty, improve customer experience, and increase your profits.
We’re here to help provide you with the tools you need to train your staff and effectively increase your ROI. Join our Insider’s Club for exclusive content to learn more tips like these.
Thank you so much for listening to Sell or Die! We hope that this episode helped you to transform the way you view the challenges you face along your journey to success so that you can win your customers all the way to the bank.
If you enjoyed this episode please take a second to rate & review. Each review helps us help more people just like you make a difference in this world! Don’t forget to take a screenshot, share it in your Instagram stories, and tag us @jeffreygitomer and @jengitomer. See you next week!
Known as the King of Sales, Jeffrey Gitomer is the Author of 16 best-selling books including the Little Red Book of Selling, the Sales Bible, and his newest book Get Sh*t Done. In 2008, he was inducted in the Speakers Hall of Fame – the highest award in the speaking industry. His world-class list of clients include companies from Fortune 500 companies around the world. His digital Learning academy and signature course, The Seven-Figure Sales Formula, offers individuals and teams real-world sales strategies they can implement immediately.
Jen Gitomer gained her prowess in NYC as both a salesperson and award-winning sales leader for a Fortune 500 company. She is the best-selling Author of Sales in a New York Minute, CEO and Founder of Breakthrough Business Babe and a master business growth coach.
Jeffrey and Jen thank you, Diehard, for helping Sell Or Die achieve more than 2 million downloads!