Joined: 15 May 2007 Posts: 774 Location: Baton Rouge, LA
Posted: Thu Sep 11, 2008 3:13 pm Post subject: The Things We Don't Say?
I had a very rare experience today. There is a shop, just down the road from mine. The owner and I are friends and sometimes have lunch together. Today I went to pick him up, he was with a client, so I sat and read a magazine. I tried not to eavesdrop but heard most of the conversation. He seemed helpful and answered all of the gentleman’s questions about the proposed job.
After lunch I returned to work and the same client came in. He didn’t recognize me from earlier and asked basically the same questions he had asked my friend. After we finished he made and appointment to have the work done. I couldn’t resist and told him the story. My question was, why he chose our shop?
He said, “The other guy just didn’t “seem” like he wanted my business. I really didn’t see any difference in my presentation and that of my friend. For some reason, this particular client formed an opinion. My thought is, “It might just as easily have been the other way around.” Such things interest me and I’m always looking for ways I might improve or a lesson I could take.
Do salespeople sometimes say things to clients without speaking?
Joined: 15 May 2007 Posts: 146 Location: Garden City, KS
Posted: Fri Sep 12, 2008 10:39 am Post subject:
I would definitely agree that very good salespeople not only say things with body language and voice inflections, but also are extremely, extremely adept at reading the person they are speaking to. By that I mean they can tell, perhaps even before the listener, that the way they are talking or how they are presenting themselves is not working and they need to shift gears into a different angle or approach.
Nice topic, Louis. Later, Matt.
_________________ Matt Fanslow
ASE CMAT/L1
Crag-Technologies, Inc
www.wavehook.com
Joined: 26 Jul 2008 Posts: 11 Location: Ketchikan, AK, USA
Posted: Fri Sep 12, 2008 12:25 pm Post subject:
Interesting thoughts.
Maybe one thing to keep in mind is that the customer had already gone to at least one other shop besides yours. He could have visited several other shops before that one too, who knows. Often times, the shopping customer will decide to go with the last shop they visit. Simply because it is easier for them to go with the one they are at, rather then driving back to one of the previous shops.
Not to downplay the importance of non-verbal communication however. I agree that customers tend to be very aware of attitude, even subconscious things they sometimes notice. If you are tired or a bit distracted, sometimes they catch on to that, and assume you are incompetent.
Some studies show that an excellent attitude is the most important thing a service writer should have.
Joined: 15 May 2007 Posts: 774 Location: Baton Rouge, LA
Posted: Sat Sep 13, 2008 4:15 pm Post subject:
MattFMN wrote:
I would definitely agree that very good salespeople not only say things with body language and voice inflections, but also are extremely, extremely adept at reading the person they are speaking to. By that I mean they can tell, perhaps even before the listener, that the way they are talking or how they are presenting themselves is not working and they need to shift gears into a different angle or approach.
Nice topic, Louis. Later, Matt.
Hi Matt,
I think you are right and on to something any business person might wish to look deeper into. In many cases I have realized, too late, that what I thought was important was not important to the client and vise-vera. Thanks Matt.
Joined: 15 May 2007 Posts: 774 Location: Baton Rouge, LA
Posted: Sat Sep 13, 2008 4:26 pm Post subject:
Hi Dwayne,
dharman wrote:
Interesting thoughts.
Maybe one thing to keep in mind is that the customer had already gone to at least one other shop besides yours. He could have visited several other shops before that one too, who knows. Often times, the shopping customer will decide to go with the last shop they visit. Simply because it is easier for them to go with the one they are at, rather then driving back to one of the previous shops.
That did occur to me along with how do I become the last shop more often If a client visits four shops, hears three approaches and the last two agree, they may be more likely to believe the last and less likely to return to a previous candidate?
dharman wrote:
Not to downplay the importance of non-verbal communication however. I agree that customers tend to be very aware of attitude, even subconscious things they sometimes notice. If you are tired or a bit distracted, sometimes they catch on to that, and assume you are incompetent.
Some studies show that an excellent attitude is the most important thing a service writer should have.
What surprised me was that my friend is no slouch. He's a darn good salesman and I thought his presentation was good. Whenever I see things like this they intrigue me. My thought is, how many people have left my place thinking I didn't care about their business and what can I do to prevent it? Thanks Dwayne, I appreciate your thoughts.
Joined: 28 Jul 2008 Posts: 16 Location: Tifton, GA, USA
Posted: Sun Sep 14, 2008 7:49 pm Post subject: THE THINGS WE DON'T SAY
I Understand the concept that you are trying to bring out, and it is a very good point, but sometimes it doesn't matter how good you are or how good the establishment looks, people form "opinions" without giving you a chance. I know that all clients are "shoppers" at some point, but most "shoppers" are not loyal and are looking for a cheap fix. I'm just honest and transparent with my customers and most folks sense and appreciate that. I've learned that you can't win them all.
_________________ Keith White
Owner
Whites Auto Service
Tifton, GA, USA
Joined: 15 May 2007 Posts: 774 Location: Baton Rouge, LA
Posted: Mon Sep 15, 2008 6:37 pm Post subject: Re: THE THINGS WE DON'T SAY
Hi Keith,
keith wrote:
I Understand the concept that you are trying to bring out, and it is a very good point, but sometimes it doesn't matter how good you are or how good the establishment looks, people form "opinions" without giving you a chance.
That is the point that I hoped to bring out. A good salesperson may close a higher number of sales than one that is not as good. There are also times when people form opinions, based on something totally different, perhaps just a feeling.
I do the same thing and think it is every client's right to decide, by whatever means they see fit, who they think will give the best value for their money. I believe the more I understand this, the more business I may earn from clients. Failure to do this is not the fault of the client, it is mine.
keith wrote:
I know that all clients are "shoppers" at some point, but most "shoppers" are not loyal and are looking for a cheap fix.
I have always felt the notion of loyalty was totally misplaced in business. Clients owe me nothing, beyond paying the agreed amount for work satisfactorily performed. Doing the job flawlessly and at a reasonable price is what I am supposed to do, what I am paid for.
A client who's expectations have been exceeded may grant me the favor of future consideration, but they owe me nothing, in my opinion.
keith wrote:
I'm just honest and transparent with my customers and most folks sense and appreciate that. I've learned that you can't win them all.
I feel only two things may be absolutely necessary for a good business relationship. Honesty and technical competence. If a person is honest, the price will be fair and what is needed. If they are technically competent the results should also be pleasing. Thanks Keith, I appreciate your thoughts.
Joined: 28 Jul 2008 Posts: 16 Location: Tifton, GA, USA
Posted: Mon Sep 15, 2008 8:52 pm Post subject:
Hi Louis,
I guess I never really thought of loyalty that way. I know that the customer doesn't owe me anything, but I look at others through my own eyes. I've always been a loyal person to those who treat me right. I guess it goes back to what I've been reading on this site about continual improvement. I've got to get away from the "can't win them all" mentality and seek to win them all! It sometimes seems easier to pass the buck when you lose a job than to seek the answer as to why. With so many people coming from so many different backgrounds and having so many different variables involved, how would you ever come to a conclusion or an answer to situations like your friend had?
_________________ Keith White
Owner
Whites Auto Service
Tifton, GA, USA
Joined: 15 May 2007 Posts: 774 Location: Baton Rouge, LA
Posted: Tue Sep 16, 2008 10:45 am Post subject:
keith wrote:
Hi Louis,
I guess I never really thought of loyalty that way. I know that the customer doesn't owe me anything, but I look at others through my own eyes. I've always been a loyal person to those who treat me right.
They call that the rule of reciprocity. People are more likely to return where they are treated well or have a good experience. I thinks it’s important to realize they do so because of their own self interest, more than a feeling of loyalty. They are more likely to get the same good treatment at a known place than at an unknown place. This is perfectly normal, in my opinion.
The same thing works against a business that offers mundane service. If the service is average, why not try another place next time, it might be better? Many shops may see this as dis-loyalty, I feel this is exactly what kills a lot of businesses.
keith wrote:
I guess it goes back to what I've been reading on this site about continual improvement. I've got to get away from the "can't win them all" mentality and seek to win them all! It sometimes seems easier to pass the buck when you lose a job than to seek the answer as to why. With so many people coming from so many different backgrounds and having so many different variables involved, how would you ever come to a conclusion or an answer to situations like your friend had?
I don’t think we can ever know the specifics, but I think there are general guidelines that might help. For instance, as Matt and Dwayne stated, people pick up on our enthusiasm. They read our body language and take clues from a lot more than just what we say. If we realize this, we can learn to ask pertinent questions and pause to judge their response. One thing that has worked surprisingly well for me, I learned from an outdoor furniture salesperson.
He was a bit off on his presentation and sensed that he was losing me. He stopped and said, “I’m sorry, please let me start over.” He then changed his approach and I bought a considerable amount of furniture from him. Perhaps those are two of the most powerful words in the world, I’m sorry. It’s difficult to know exactly how to present to every client. We can stop, apologize and start fresh in many cases. I find almost everyone is willing to give me another shot, if I sincerely ask for it. Thanks Keith, I appreciate your input.
Joined: 15 Sep 2008 Posts: 2 Location: Sioux Falls, SD, USA
Posted: Tue Sep 16, 2008 2:41 pm Post subject:
I think we communicate in none verbal ways that often have more weight than words. The subtle things we do or dont do, a gesture- our facial expression, that we may not be aware of that can change the message or the perception of the message.
Maybe your friend was thinking, or his stomach was thinking , about lunch and he left out a key word or lacked his normal enthusaim that should accompany us in the presence of a potential new customer.
Things happen and we can easliy get distracted. That disrtaction can show up in how we communicate verbally and non verbally with cusomters family friends and change the outcome of that interaction.
The fix? I guess first is to be aware of the subtlies of communication, to understand a persons perception is his reality, and to be in the moment as best we can. Easier said than done most days.
_________________ Kevin Evans
Owner
Midtown Auto Service
Sioux Falls, SD, USA
Joined: 15 May 2007 Posts: 774 Location: Baton Rouge, LA
Posted: Tue Sep 16, 2008 9:05 pm Post subject:
Kevin Evans wrote:
The fix? I guess first is to be aware of the subtlies of communication, to understand a persons perception is his reality, and to be in the moment as best we can. Easier said than done most days.
Hi Kevin,
Very good advice! It's tough to always be patient and empathetic. When I hear, "How much is to turn off a check engine light" for the thirtieth time, I have to remember, it's the first time for this client. This is my chance to help this person and make a great living in the process. When that becomes a bother, it’s time to find something else to do? Thanks Kevin, I appreciate your reply.
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If a client visits four shops, hears three approaches and the last two agree, they may be more likely to believe the last and less likely to return to a previous candidate?
, about lunch and he left out a key word or lacked his normal enthusaim that should accompany us in the presence of a potential new customer.
