Customers want what we all want

Tuesday, October 09, 2007  by Susan Julien-Willson
Category: sales, selling, customers, buying, business

To be remembered and called by name. To feel special. To be treated with respect. To know they can trust you. Customers want it. We all want it.

When you run into someone you haven't seen for awhile and they genuinely smile, shake your hand or touch your arm, call you by name, remember you love to fish or work out, paint or write or cook or hike, it feels good ... doesn't it? Makes you feel important-special-valued.

If you sold something to someone once or twice ... and you run into them at the gym or mall, and you remember individual preferences like Cran-Grape and Cherry Blast for XS, Simply Nutrilite Food Bars in Cherry Almond, Trim Advantage Peanut Butter and Lemon Protein Snack Bars, Artistry Time Defiance Lotion, Artistry Lip Gloss--the customer will be somewhat impressed, get a sense of being valued and appreciated by you... get a favorable message that her personal preferences are memorable and that her business and relationship with you is meaningful.  Do you think a positive experience like this will encourage the customer to make another purchase--maybe at the time you run into her when it's not really a formal sales call or conversation? Do you think this will create a comfort level between you and the customer so that you can make further product suggestions and sales?

Think about it. When we feel good, we feel more open and flexible and curious. When we feel good, we're more apt to trust and believe. When we feel good, we're less skeptical and much more optimisitic.

When we feel good, we're more apt to listen and respond. We're more apt to make a purchase.

That means, if an IBO makes a customer feel confident and comfortable -- the customer is open to buying, and the IBO is more apt to sell.

Think that's true?

 

Comments

# CJ said on October 10, 2007 12:20 PM:

I agree, if an IBO makes a customer feel comfortable then the customer is open to buying or repurchasing. But, I think it's more than just being able to remember what their favorite product is or when the last time they ordered. It's nice, but not important. It's what we are able to bring to the table as an IBO which is building relationships with people-something that an ad on TV, radio, etc can't do. A brick and mortar store as well as a website can tell you or remind you of things you purchased before and if it was enough of a certain item assume that you liked it, but there's no relationship in that process. It's the little things that people are interested in, and mainly that is they are interested in themselves and their world. By being able to ask them about their kids, their parents, school, dreams, goals, etc. that they had no idea you remembered or thought that you would deem important really shows that person that you care enough about them outside of the products that they are willing to open to door and allow you inside. Just like the old saying goes "People don't care how much you know until they know how much you care"..

Well said! To quote Maya Angelou; "I've learned that people will forget what you said, people will forget what you did, but people will never forget how you made them feel." Thanks for sharing your wisdom. sjw

# Jeffrey said on October 10, 2007 3:34 PM:

Susan, your comment above is so true. Some people on the blog know and some don't, but my 4 year old granddaughter has been missing for two years. So I work my janitorial business, throw over 200 newspapers seven days a week, am actively building this business working towards Platinum, all while spending 1 to 3 hours a day checking out leads, following-up with law enforcement officials, and working with my state and federal Senators and representatives trying to get legislation changed that will truely protect children. I am also a strong supporter of grandparents' rights even though they have been struck down by the US Supreme Court.

I have to say this: Regarding this situation, I have been treated better by the employees of Alticor/Quixtar than by anybody else, including my FORMER pastor. That includes a very special thanks to Beth and Robin. The emotional roller coaster I am on is a challenge, but with this business, I am not just going to work. I'm building a legacy, and I don't believe I can get that anywhere else. It's not Utopia, but it's the next thing to it.

Jeffrey, I can't even begin to know what it's like to be in your shoes, but I will tell you how very much I care and truly hope you and your family will be reunited with your granddaughter again someday. You also have my respect and admiration for what you're doing to help protect all children.

Life is truly a roller coaster. If we choose to participate in it and live/love/give with our hearts and souls, we are going to experience peaks and valleys. No one escapes disappointment, heartache, and loss. But hopefully, everyone knows love. At least that is my hope.

Today, I gave a friend this advice. I have to remind myself every day of it: focus on what you have, not what you don't have.

 Thank you for sharing, Jeffrey. Thank you for helping to make this a better, safer world for children. sjw

 

# Nick Kobelja said on October 12, 2007 8:14 AM:

I think the deep speaks to the deep.  I agree that people appreciate having others take an interest in their lives -- as long as the others really do care.  People can tell when you're remembering details when you care vs remembering details because you want something from them.

.

Be sincere.  Sincerely care.

Thanks, Nick. Good thoughts. sjw

# Canadian IBO 2 said on October 13, 2007 1:19 PM:

As one of John Maxwell's books says: "Make others feel like a million bucks".

 

 

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