Many business owners stick stubbornly to their policies, claiming that it confuses staff if you give them some room to talk more freely to customers. One of the things I found to win over customers is to listen. And I mean listen carefully. They are the ones with the problem, and for some reason they chose to contact you. That means:
- Your marketing is attracting them
- They believe you can fix their problem
So, if when they ring, you find yourself saying: “Er, no, we don’t do that”, then it’s time to learn that your marketing is sending the wrong message, or worse, you don’t really understand the problem you think you are solving (and without a problem to solve, there is usually no business). So, if you can change, do so, and start saying YES.
I am not a fan of Alan Sugar’s management, but as he once said: I am usually right, but when 10 people are telling you you are wrong, maybe they have a point.
WInning over customers is simple if you solve their problem.
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