While involved in running a conference in Asia just a couple of months ago I heard an interesting slant on a challenge this organisation encountered with their customers. You see, their service people (who install, commission, maintain and service their products) are generally welcomed with open arms when they visit their customers’ premises. The customer gives them their attention, their suggestions are listened to and recommendations implemented.
Not so for this organisations’ salespeople who don’t feel quite as welcome when they visit those same customers. It’s hard to get time with their customers, suggestions are treated with suspicion, recommendations rarely listened to.
Why is this do you think?
Maybe it’s the customers’ perception of what those in service roles do versus what those in sales roles do. Maybe the customer sees Service as something being done For and With them, whereas they see Selling as something that is being done To them.
OR, more likely it’s the other way around – it’s probably the service/salesperson’s view of what those in service roles do versus what those in sales roles do.
Regardless of which mindset is ‘right’ or ‘wrong’, neither supports our goals to increase sales with our customers.
Two short definitions:
Selling is identifying and filling needs your customers have and creating value for them.
Service is identifying and filling needs your customers have and creating value for them.
Exactly the same!!
Truth is, your service professionals have the customer’s ear. They have a unique vantage point for uncovering opportunities, building long-term loyalty and reinforcing a strong competitive advantage. But to be successful, they need a new mindset about what it means to sell.
Imagine if your service people described their jobs not just as “I’m here to serve customers” but also as “I can serve my customers better by identifying additional needs they have.”
Download this short guide on creating the mindset shift that will unlock the potential of your service professionals to deliver a whole new level of value with every customer interaction.
