TFT: Are Your Customers Free?
Ways to Win Friends and Influence People with Your Sales Technics
We’ve all been there – dealing with a salesperson who just isn’t reading the cues, not realizing we’re unavailable or need to leave. Whether it’s a home service call or an aggressive pitch, overstaying their welcome is never a good look. We want to be different. Yes, engaging with your customers is crucial, but doing it with respect is even more important. Here are some thoughts on how to do that better.
Are Your Customers Free
You’ve made the call, and someone answered. But is now a good time for them? Maybe, maybe not. Asking that simple question can win you goodwill. Research shows that 67% of buyers appreciate salespeople who are more focused on their needs and timing rather than jumping straight into a pitch (source: HubSpot). Checking in with, "Is now still a good time?" is considerate and sets you apart from those who just dive into the conversation. Even scheduled calls can fall at inconvenient times. Giving them the option to defer, while still offering value, shows you're respectful and professional.
Happy Hours or Dinner, Consider the Family
When you're hosting a client for dinner or happy hour, think of their family. According to the Harvard Business Review, companies that nurture relationships beyond just the transactional see a 25% increase in client retention rates. So how can you offer a little extra?
Can they take dinner home to the family on you?
Could you send them home with dessert for their partner?
Time spent with you after work hours is time they're not spending with their families. While their family may understand, they’ll appreciate it even more with that surprise dessert or meal.
Another idea is when you’re ordering swag, think of the kids. Instead of just handing out another company hat, how about a stuffed animal, flashlight, or toy truck with your logo? Something that will stand out and be appreciated. A Gallup study found that employees whose companies show concern for their well-being are 38% more engaged at work. The same care can extend to your customers and their families.
Can They Go Without You
Think about those tickets to the game or concert – does the client have to attend with you? Maybe consider letting them take their kids and have a family day. Sure, you might miss out on face-to-face time, but you’ll be remembered for allowing them to enjoy some much-needed family time on your company’s dime. Family-oriented gestures have been found to increase brand loyalty, with 82% of buyers being more loyal to brands that include their personal lives (Forbes).
Take Zappos, for instance. They’re known for going above and beyond to create personal connections with customers, often including unexpected personal touches like thank-you notes, free upgrades, or personalized gifts that reflect the customer’s interests. Zappos recognizes that meaningful gestures create lasting loyalty.
Action Step
Review your last three client interactions. What could you have done to consider their families? Look ahead at your next three interactions and plan a gesture that acknowledges their life outside of work.
Additional Reading:
The Power of Personalization in Sales Management: How to Build Stronger Relationships with Customers
Customer Appreciation 101: Ideas, Gifts, & More for Driving Customer Loyalty
3 Effective Ways To Build Lasting Client Relationships
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