Friday, December 30, 2011

Never Underestimate The Power of Stupid People or Things I Actually Heard Customers Say to Me This Year

Lets  take a look back at 2011 and some of the outrageous comments customers made to me this year.

First one up. A client in North Baltimore was deciding between my service and a competitor that is notorious for service issues. When I brought that topic up she responded "well if the phones don't work we can always use our cell phones and if the internet is down fora day or two, we just wont check email, really it's not a big deal." I wished that customer and hung up the phone

Second: a Potential client on Main Street told me that she believes in working with local companies and keeping money in the local economy. 1 month later she decided to stay with her large national provider when I asked her why she stated "well they employ people here in Maryland so that money is staying local." Think I may have called her an idiot before hanging up, don't remember exactly.

Next, A potential client in Just South east of town was using a competitor of mine that I knew had a faster internet product. They were getting ready to move across the street. I told her that as long as they could provide service at their new office that it was a good idea to keep them. 4 weeks later I get a call that the other provider dropped the ball and was having trouble delivering service. They asked me for a revised proposal. I gave  them one. Did not hear anything for another 4 weeks. I called them again and the service still was not up. I asked why they had not signed my paperwork and they told me " well, we are a small business and we just cant afford to increase our phone bill so much." The increase would have been $100 a month and I would have had the service up and running 6 weeks ago. How much business did they lose in those six weeks? I am willing to bet is was more than $1200 worth.

It just goes to show you that no matter how good you are, no matter how good your products are, there is always going to be a potential client that buys into fear or buys into the brand that the other company is selling.

Truth matters little, what people perceive to be true is the real key. Understand what your customer perceives to be true and you can sell them anything that aligns with that perceived truth.

Thanks for reading today

Here is to a great 2012

Mike

6 comments:

  1. Mike, great blog post!! So true, on so many levels! Thanks for sharing and a very Happy New Year to you! All the best in 2012!
    Marlon

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  2. Thanks Marlon, I hope you will become a fan. Happy 2012 to you as well.

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  3. It will never cease to amaze and confuse you.
    After 40+ years in BtoB sales, NOTHING surprises me!
    Happy New Year!
    Pat Painter / LinkedIn

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  4. Happy New Year Mike!

    I hear you on the comment you made on how a potential customer may go to a competitor out of fear or lack of understanding, even if you have a superior product (and price!).

    Mike Rabkin
    www.fromcartofinish.com

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  5. Thanks for sharing. Many of us have had similar experiences. "They just don't get it" is what goes through my mind somtimes. But I know you can't win 'em all. NEXT!
    (And this blog string is much more friendly than the LinkedIn posting. That brought out a few 'haters' huh?) Keep selling! And if you need Telecom in CA drop me a line.
    details on www.LinkedIn.com/in/DanThomas

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  6. Thanks for the feedback Dan. I appreciate criticism and welcome it, but some of those people were just spitting venom. And you are correct, MANY more people had words of encouragement than those detractors. Will be sure to look you up on Linkedin

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