“The Sales Moment; Issue #214″
I have asked people why they did not update me and they responded that they did not have any new information and they would let me know when more information was available.
This answer is similar to the response the husband gave to his wife when she asked, “Why don’t you ever say you love me?” And he responds, “I told you I loved you when I married you, if it changes, I will let you know.”
This may seem like logical thinking to the other person but can be very irritating to the other party. Especially if the other party is your customer.
To put your customers in a situation where they are calling you or left waiting for more information can leave a lasting impression that may damage your relationship and cost you future business.
Besides, taking a proactive approach can garner a stronger relationship even when the news is not necessary favorable.
During the Christmas season last year I received a tweet from a listener of my Shark Tank Fan Podcast. She mentioned that she had placed an order with Pipcorn, a business that appeared on Shark Tank this season. Pipcorn was overwhelmed with the amount of business they were receiving and orders were delayed and many customers had to wait for their product.
What impressed her was the way Pipcorn kept her constantly updated on the status of her order and expressed genuine concern for the delay. This lady was singing their praises and seemed to be content waiting on the delivery.
The opposite may have been true if she was left to sit wondering when or if she would ever receive her product.
A similar thing happened to me recently when my customer received a product that was functionally correct but it had been sent with the wrong logo. I advised the customer that I would do anything required to make it right even though the fix was going to cost me $500.00 out of pocket to make it right.
I stayed in touch with him letting him know my progress and during one of the conversations he found out that the logo could be removed without affecting the functionality of the product. He immediately accepted that as a permanent fix and we were both happy. That would not have happened if I had avoided his calls and did not stay in touch.
It may not feel comfortable and you may be concerned about the other person’s response but keep them in the loop. They will be glad to hear from you and you could turn a negative situation into a customer for life.
Have a great week!