I had ordered some handouts for recent event online through Fedex Kinkos. It isn’t my favorite way to go as it usually involves a phone call or three because my orders are rarely standard. It is, however, convenient particularly for this ace procrastinator (yes, I did just admit that.)
On my way to the airport, I stopped by to pick up my order and had a few moments at the counter to listen and watch what was going on with a woman next to me. She was dressed in business attire, and explained to the clerk that she needed her order by 10am for a meeting. It was 9:15.
She’d ordered the night before, as I had, but they had no record of her order. She didn’t seem concerned about that, she simply needed her order run.
THE CATCH was that the clerk was not on the same page. They kept telling this customer that she’d have to pay for the order again, and they were spinning their wheels and hers by looking up an order that was not going to be found. Her urgency was palpable, she needed it run immediately and was happy to pay the cost again.
You see, COST WASN’T THE ISSUE, for this customer. She needed the product at any cost. She had a deadline that superceded any cost consideration. And while I overheard that the job was just $24, it honestly could have been 10x that and she would have wanted it just as much and been willing to pay for it. The clerk was missing this entirely, it almost hurt to watch.
Active Listening ConvertsQUESTION FOR YOU:
When you speak with prospects (and clients in an upsell situation) are you truly in tune with their priorities or have you guessed at what matters most, or worse have you decided that their priority would be the same as your priority if you were buying (this is what the Kinkos clerk did)?
Do NOT guess, harness your active listening skills to find out what the priority is. It may not be price. In fact, you may be working with a prospect who is most focused on what your program or package will deliver and price isn’t their issue. They may be more focused on the time frame that you work in. They may want to move faster or take longer.
You won’t know, when you have made up their mind for them about their priority.
THE COST TO YOU:
When you fail to pay attention to your prospect (or client in an upsell) and don’t understand their REAL PRIORITY, you are going to miss the sale. I guarantee it. You are not in alignment with their priority (aka their hot need) and they will disconnect and go elsewhere.
Back to the Fedex Kinkos, I couldn’t stay to hear the end of it, but I can tell you I was just shy of jumping across the counter and telling the clerk, “run the damn order, right now, she is going to pay for it, again!” (She’d already paid online.) I empathized with her because I’ve been there too when someone across the table didn’t understand what my priority was.
Listen actively to align with your prospect’s priorities and you’ll convert more prospects into pleased clients more quickly. You’ll also be able to upsell them more frequently when you quell the chatter in your head and allow them to chatter and tell you what they want most.
TALK TO ME IN COMMENTS HERE! I want to know about experiences you’ve had that mirror this or if this has provided an AHA MOMENT.
Interesting and timely article I was just talking about this very thing with a co-worker yesterday. If you don’t understand the final project or at the very least the deadlines, how can you really attempt to provide extra value? Some of that will come with experience in the industry but most of it is just good ole fashion customer service.
I think this was simply about poor listening skills, no further experience needed. Unfortunately it isn’t the first time I’ve seen it happen.
Good customer service is so rare and precious!
Hugs, Melissa
Great story about your experience at Kinko’s! Valuable lesson.
Thank you.
Thanks Larry,
Glad it resonated!
Hugs, Melissa
Excellent points here, Melissa. I truly appreciate the reminder!
Kendra,
Always happy to share a story that reminds of what excellence looks like by it’s absence! LOL.
Hugs,
Melissa
I agree! Paying attention to what your customers need and want are a sign of good customer service skills! Great post!
Thanks Lynne,
Yes, and today it seems everyone has their own agenda far too often.
Hugs,
Melissa
It’s not just the spoken words, either!
Sometimes clients are afraid to vocalize their true needs- so you need to watch AND listen to them.
Great post- nice to meet you. (Thanks to David Leonhardt)
Thanks Roy,
Delighted to connect here! Yes, in this case, I got what she wanted because I think the same way. Unfortunately it also comes down to personal history and caught in that loop of selling the way you would buy instead of how the customer buys . . .
Hugs, Melissa
This is a perfect example of thinking about what is important to you and believing that it is the same for everyone. The clerk’s attitude about having to pay again would probably be his immediate reaction if it were his problem. It displays poor customer service skills as well as an inability to “read” your customer. I have too much experience on this side of the counter. I should carry a copy of “Knock Your Socks Off Customer Service”, and charge them for it. LOL
You are so right, Sally!
The clerk is a product of poor or no training. It is pretty common unfortunately. Interestingly, I returned to that Fedex Office recently and had a very poor experience with that very same clerk this customer was subjected to. GRRRR.
Hey, pop your image up on gravatar, so you’ll have a smile and face here.
Hugs, Melissa