Service Failures Fail To Disappear
Every one of us has had an issue where our company/agency failed to deliver service as promised. People are not perfect and despite your best laid plans, things sometimes go astray. Here's some advice for when you run into one of these service failures.
Fix It Now....as in, Right Now.
Your customers have a very short attention span, but they have a very long memory.
Whatever you're talking to them about today? Gone.....5 minutes from now (unless you get them to take action on it....which is exactly what we teach).
A problem that happened 7 years ago before you even worked for your company? Sealed in their brain for eternity.
Traumatic or negative events register more fully and with more though than positive ones. Numerous studies have shown that the evolutionary process allowed us to survive as a species by remember bad things that happened for a longer period of time than good ones, so that we could avoid the bad ones in the future.
So the solution to this conundrum is simple:
The time to fix a problem is when you find a problem.
If you don't it's going to come back to haunt you and your agency for a disproportionate amount of time. That's the way human nature works. Find the problem, work the solution, dive in to fix it, and start selling again.
That's the way pros do it.
PS. I'm booked through July 15th for onsite sales seminars in your office. If you are planning a post pandemic sales surge, respond to this email with your desired training dates and we'll schedule a meeting to discuss.
Michael Anthony Giudicissi