Improper sales techniques
Improper sales techniques
Recently I was asked some questions and to do a favor. The favor can you help me? The question was have you ever had to come face to face with a very unethical person selling in the trade services. This is concerning a sales person that is preying on people that do not have the mental capacity to make decisions or unable to understand the complete transaction. The practice of selling to quickly without all the pros and cons to the buying facilitation.
This happens quite frequently in the service trades. The main cause is a direct result of the sales person not possessing the proper ability and knowledge to perform their duties. This person lacks the understanding of the cause and effect of the issue at hand. What is understood is the urgency, ability, and availability of the customer and their budget to complete the tasks at hand. A whatever it takes to get the money mentality in order to get the most money out of that customer is fully understood. The sales person will not and cannot comprehend the long term harm that is created without the goodwill existing. Ethics and integrity is missing.
All companies are in business to make a profit and sometimes the size of the profit can intensify the lack of integrity and ethics in the person that is selling for the company. This does not mean the company is standing behind the method o this sales person.
Some examples would be;
Customer that does not speak and understand English well however they need items taken care of and the sales person will pad and overcharge on the bill due to the customer not understanding the legitimate costs involved in order to make a better commission.
Elderly couple or an elderly person that is alone and is confused (disease or old age) and unable to follow the solution and is easily manipulated to spend more than they should on both the solution and price.
Painting a picture of the worst case scenario that portrays disaster when they choose to do a repair verse replacement?
Charging for a complete job and then only doing minor repairs that are not what is promised.
The sales person pushes the customer too hard the customer threatens to call the police in order to remove the sale person from their home.
Perpetuating a mistruth in order to convince a customer to take action when that action should have been taken or not. Will the end justify the means?
This type of person will need dismissed from your company immediately. The harm caused to your reputation cannot be measured due to the effects that take place over a long time period. This person typically can use words to his or her advantage and is convincing until discovered for what he or she is. Be careful of this person as they will run an end around management to divide and conquer. Promises will not be met nor honored as this person does not have honor.
It is time for this type person to be removed from our industry and from harming the public. This person is easy to pick out due to bragging about delivering large numbers yet burning bridges to the places he or she has worked. There will be a long list of employment. A simple question to ask previous employers is; would you re-hire this person and the response mostly stated is a loud NO. It is highly difficult to increase ethics and integrity in a person that does not think they have an issue with ethics. At the end of the day the means to an end will matter and your reputation controls your destiny and future.
Improper sales techniques and unethical behavior do walk hand in hand.
Do you have a Purpose?
Do you have a Purpose?
It is the start of a new year and it also is a start to a brand new fresh start to an exciting year for business. There are no new magic bullets that will increase your profits and profitability. However it is time to get back to the basics of directing your company. The basics are the same as it has always been in the past and there must be a purpose to the company that will maneuver the company towards unbelievable evolution with customer satisfaction, sales, and completed transactions.
The time to recalculate the purpose is now. The time for action is now. The time for success is today. Once the purpose is clearly defined a plan to arrive can be set in place building a strong solid foundation that will enable the company to have limitless success.
One strategy is to elevate your rates. To do this you must understand your overhead costs and to have the proper billing rates to meet your purpose and goals. Many companies do not charge what they should to cover every cost that occurs in every business environment. This happens when there is a fear that the customers will not like the rate and will refuse to pay the rate that is necessary to run a profitable business. I am not opposed to raising rates and see this as a viable valuable resource to reach the profitability of a company. Raising rates are only a portion of what needs accomplished and must be accompanied by other actions.
Where raising rates becomes sticky is when it is preceded by a history. It is time to check the history of your company’s purpose. When rates are raised time after time and the same history or results are accumulated it is time to look at a different issue within the company. Things to check are; is the overhead that is computed the actual overhead? If so why is the overhead so high? Is spending in check? If not get it in check. Is the organization running as smoothly as possible? Is there a strategy to reach the lofty goals of the company? If not it is time get one. Raising rates while the company is not functioning properly is a moot point and financial stability cannot be reached.
Albert Einstein defined insanity as repeating the same motions over and over expecting different results. Until the organization becomes infallible and corrects the pieces and parts that are malfunctioning expect the same results.
With a purpose the company now has a direction to head and reach. Now to decide what you are willing to do in order to maintain that purpose and to reach the goal. One area to build a stronger foundation is to discover training that works. It is difficult to discover training that will have staying power until you have a purpose and goal. This will mean that you must stand behind the purpose by having knowledge of the training and having the ability to help teach and educate your staff. You lead by setting an example. Knowing and understanding your strategy will help guide your staff to a better understanding of why you do the things that you do ,how you do the things that you do and finally what are the things that you do. Become the expert. Show by example what you are willing to do in order to become successful.
With a purpose you must commit to that purpose. This will mean that decisions must be made that are tough to make. These decisions may touch highly sensitive and personal areas and may mean a course of action that hurts mentally in order to make the physical attributes of the company stronger. Devise a marketing strategy that supports your sales strategy. Frequently marketing and sales strategies struggle with one another verses a walk down the sidewalk hand in hand. Create an identity of why you do what you do, what you are, and who you are.
Decisions concerning goals for the staff and the company must coincide with one another. Then a strategy that corresponds with the goals is necessary to reach the goals. This is where everyone within the company has direction and a purpose that will help guide the company into an exciting successful year.
Frequently companies desire and state goals with little to no commitment towards a direction or a plan to get there. Deciding to make a statement where you want to be with no action that accompanies the statement will appear as a dream or nightmare. Master the direction you want to travel and then make a commitment to arrive. When you want to make a left turn companies without direction make 3 right hand turns to go left. It is time to grab the bull by the horns and understand the direction you want to travel. When you do not know the direction it is impossible for the staff to understand what direction they must travel. Leave no ambiguity to the direction and arrive at that destination safely.
Starting today with the brand new year choose a direction that gives you the best opportunity to arrive at Point B while starting at Point A. Use the strategies that have always been available to you and implement them into your daily activities. Surround yourself with people that have the same vision and purpose as you .When everyone is striving and traveling in the same direction it is easier to accomplish fantastic results. What is your purpose to achieve positive results?
No one could explain it, what went on with that service call. Nothing like that ever happened here before or since.
No one could explain it, what went on with that service call. Nothing like that ever happened here before or since.
Some customers have had numerous s experiences with service providers and still remain searching for the elusive fantastic service provider. The service provider that will give consistent service that will equal superb value for the customer’s money that will yield satisfaction beyond belief and expectation. Is it that no one cares or knows how to deliver this satisfaction to the customer?
A company should provide a sales system that will ensure both the service provider and customer can and will receive superior efforts that equate to value however a system y itself will not provide satisfaction for the customer. It takes a little more you to help the sales system to enjoy optimum success for you and your customer.
During a conversation with a consumer the other day we discussed this very issue. He stated that one company visited him 4 different times. The very first encounter this customer spent quite a bit of money and purchased products he normally does not consider. It was an enjoyable ownership exchange that left him more than satisfied. He was very pleased with the intangibles of the company, communication, service, neatness, and professionalism to complete the tasks at hand.
The next 3 trips did not measure up to the first visit. The sales system was identical to the sales system used on the first visit so why did it not drive the satisfaction on the next 3 visits? The only answer would seem to be the personalities of the next 3 service technicians and their ability to implement the strategies of the sales system. Something was missing and it sounds as if the caring portion of the system was lacking.
The service technicians forgot the most important feature to any sales system and that is it is for the customer and not for them individually. A sales system will give you a guideline to follow however it will not be specific with the communication process and how the terminology is translated to the customer. Respect for the customer was not given and information was not passed. Instead of informing the customer the customer was told. The customer was given no viable choices, the choices were to complete the task or get someone else to complete the task. The customer was not included in the decision making process of what to do or what was going to be completed. There was no easing of the customers pain and no one asked where it hurt.
The service providers did not pick up on the resistance by the buyer. The attitude by the buyer was while you are there you might as well do the job. The service providers attitude was since I am here I might as well take care of this for you and that is the reason the buyer felt this way. When the service provider permits this kind of attitude to exist there is no way the buyer can feel special about his or her purchase and indifference creeps into the equation.
What is different about this experience than the first experience jumps into the spotlight? When this consumer decides to talk to the company about the concerns in most instances he or she will be placed into the category of a complainer. This is far from the truth. This customer wants to be heard however they may not want to give you another chance as the company and the staff has lied about the service and value the customer will receive in the future. It is extremely difficult once indifference is felt to turn the circumstances around where there is a benefit for the customer to use you once again.
A sales system is only as good as the person making use of the system. When the system is understood and utilized properly the sales service provider will enjoy a successful exchange with a customer. How he or she implements the strategies of the sales system will catapult the pending sales opportunities towards satisfaction.
In the service trades for example an inspection of their HVAC, plumbing, and electrical systems by itself will not produce results. However add questions that peak the customers interests will. A question asked such as; how does preventive maintenance sound to you that in all likelihood can extend the life of your existing equipment and in all likelihood can prevent premature failure? Would this interest you? How would this benefit you? Now the inspection may seem relevant to the customer and very important to him or her in the future. This will give the customer an opportunity to take the necessary repairs today or budget for them in the future.
Informing new customers as well as reminding existing customers how you operate can help generate perceived value. In the case of existing customers it may help them remember what it is they liked about the service your company provided them on the last visit. This information may well lead the customer to ask questions that concern them or inform you of other issues they are experiencing at this time.
Asking consistent questions concerning the issues the customer is presently experiencing will give the customer the feeling they are included in the decision making process concerning the solution that best fits their interests in resolving the issue at hand. These questions will resemble questions like these; has this happened before and how often, what did you do the last time, and what do you want to accomplish today? Depending on the answers to these questions by the customer will determine the customer’s wants and will give you the necessary information to proceed with the best solution according to the best interests of the customer.
Start today with asking questions that includes the customer with the solution. Start today giving the customer exceptional value that equals if not exceeds their expectation. Start today and give the customer everything that he or she needs to feel special for working with you. Start today and keep earning the right to do business with your customers and give them a reason to keep working with you.
Ever feel like you are behind the 8 ball?
Ever feel like you are behind the 8 ball?
Too many plumbing, HVAC, electrical companies are facing the exact same feeling. Refusing to join the year 2011 with the way companies need to do business in today’s economic times. Refusing to acknowledge that sales and sales training is necessary for your company will lead to fool’s gold. A false sense of security that you can hold out for better times that most likely will happen or probably will happen is not the way to realize your hopes and dreams of running a successful business adventure. Non action has never produced a winning ticket or a winning team. How can non action help your company grow and be profitable?
The belief that sales or sales training is not necessary is a false belief that will lead you down the road of unfulfilled dreams and goals. To use over exaggerated reasons not to use sales training to help grow your company is a ridiculous self-defeating overall view to admit that you cannot deal with or get the concept. Grasp the concept and start revitalizing your energy and focus on what you can accomplish verse what cannot be accomplished. Start growing by planting Jack’s giant bean stalk and discover your own golden goose that enhances your ability to communicate effectively expressing ideas that are understood without difficulty.
Paint a vivid picture of a family run business. Over the past few years a profitable company that employed family is able to pay their bills on time and have a little money left over. All of the sudden which is easily translated to over the past ten years something has changed with the way business is handled. Family members have been laid off from work due to a decreasing customer base that has started to complain about paying the same prices they were forced to pay when no explanation was given in the past. The dollar and the value given are complete polar opposites of what must be given today. The customer’s attitude shifts from the center to off kilter due to their outlook and trust on today’s economic situations. Customer unrest and lacking trust in his or her future economic condition will force the service trade sales technician to learn and implement different strategies to help guide the customer into an ownership exchange.
Along with the decrease in ability due to letting staff go the company no longer can give timely service. The customer no longer is getting what he or she wants, needs, and desires. Thus leaving the once popular company feeling depressed and unable to perform at the high level they thought they once performed. Now excuses take over for the company and those excuses concentrate on their demographics and the unemployed. This delusional thought process has allowed the once proud business owner to place blame on business failures on the people that at one time supported his or her company. Unable to figure out the clients wants and needs along with the inability to execute the most basic sales communication with the customer intensifies the chance that sales are lost and frustration takes over leading to business failures and ultimately business closures .
Customers are no longer spending money on the reason of just because I said so or I am here from the trade professional and now are asking pertinent questions such as why should you do the job? Today’s consumer has many options available to him or her. The internet has given the consumer an amazing opportunity to grab information concerning the issue they presently are experiencing. They also have the ability to ask questions and receive answers from other individuals that have experienced the exact same issues instantly. The consumer can visit professional sites and receive professional advice from other trade professionals prior to you arriving at their home. The wealth of information that the average consumer can now obtain gives the consumer a distinct advantage and prepares him or her with a myriad of possibilities that may or may not be the proper solution.
Join together the information with the economy and now the consumer is in a buyer’s world where they control who must earn the right to their business. It does take more from a company and the individual that represents the company to earn the right to do business with the consumer of today. Whoever is willing to give more to receive the dollar that is necessary to run a highly profitable company will be the company that survives the immediate economic climate and will endure well into the future? How do they accomplish the success? They do this with sales training increasing and enhancing their effectiveness with communication.
Having the ability to answer customer’s questions and concerns is fantastic however more is necessary. Having trade professional knowledge is still a huge satisfaction point with customers however the customer must know that they can trust and respect you to give the proper knowledge of their problems or issues to you. The customer expects the trade professional to acknowledge the pain points along with the products and services given that limits or will rid the customer of their problem or issue. The time where trust is given merely because I know my profession and products extremely well and can produce a solution that will benefit the customer is long gone.
There was a time when the entire service technician had to do was show up, take a look, and then tell the customer look this is what we are going to do. Then the service technician would do the job and hand the customer the bill and ask them to send in a check. Many things have changed. The small town mentality has disappeared from the scene even in the small towns. This is where the customer personally knew the owner of the company and their staff. The customer trusted the owner and his name that included family members the customer trusted. In today’s market place the customer does not get the chance to enjoy visits from one trusted service technician. They see many different people dressed up as service technicians working for corporations or LLC’s and no longer receive the personalized service that came with the mom and pop shops of yesteryear. Some companies have corporate offices in other states or countries and are no longer part of the community where customers watched Little Bobby play baseball or watch Mary play softball. This alone should help encourage owners to seek new methods that inspire and engage the customer of today.
Understanding that today’s buyer is more aware and needs more information to purchase your products and service is the first step. Step 2 is deciding how to get this information to the consumer; step 3 is implementing a strategy that will help guide a customer. Start today and get out from behind or underneath the 8 ball. Invest in the future with positive growth and skills that will enhance your position as an authority ,expert and go to person for your customer.
Integrity
Integrity
The past few weeks I have had to sit back and reevaluate and reflect my stance on ethics, integrity and honesty. The major decision that I found necessary to make; are my standard or line drawn in the sand standards that others can adjust to and implement my level or standard of ethics, integrity, and honesty that is not too high or difficult to maintain. I determined they are not. Then I had to determine to sit back and do nothing or take a stand and bring to light a situation that is potentially dangerous to the company.
The decision is extremely delicate and can mean disaster to someone with any direction it travels. It can affect a job. It stands on ethics, integrity and profitability of any and all companies. I am fortunate to not have to stand alone and have had immense help on this subject from a LinkedIn discussion forum on integrity and honesty.
Ethics and integrity has many shades of grey and there is no standard that sets a bar or where the line in the sand is located. All you can do is set a standard that you yourself will not cross and maintain that line. Where your line is drawn may not be the same line as another person. However right is right and wrong is wrong.
In sales some people believe that the line does not pertain to them and the people they sell to on a daily basis. The means does not have to justify the end. The sale is made and money is collected and in this economy any money made is better than money lost can become the attitude. A blind eye is closed to not inquire or notice how the money is made as long as profits are increased. A new line in the sand is drawn however there is danger associated with this new line.
The danger is in the loss of reputation and repeat business and word of mouth marketing. Word of mouth travels fast and is difficult to overcome. A typical customer that is happy will inform 3 friends how happy they are with the performance of a company. Conversely when a customer is mistreated they will inform 10 people of the bad treatment and those ten will tell 10 more. The total effect will not be known until the phones stop ringing. When the phones stop ringing the advertising budget must be increased in order to grab interest from new customers and to keep grabbing new customers. Repeat business is thrown to the wayside due to the treatment they have received.
The loss of reputation is a difficult thing to overcome and may take years to overcome. Many cannot prevail over a bad reputation. Depending on how long the disease is allowed to spread will determine the length of time to triumph rebuilding the reputation. Obviously the longer the disease is allowed to spread the longer it will take to administer the cure. Reputation is the most important attribute to any and all companies.
There is a line between manipulation and persuasion, convincing, or guiding a customer to the right decision. Deciding to hold back information that will give more details and determine a customer’s decision is wrong. There is no time in a sales opportunity that untruths, white lies, or holding back information is correct and the right thing to do. Preying on the fears of a customer while holding back information is manipulation and taking unfair advantage of a customer. The economy does not give a sales person the right to hold back information or lie to a customer.
Here are some statements made in this discussion on LinkedIn that have iron in their words.
“Dale Cronkhite • There is a big difference between manipulating and instilling confidence. A strong sales person can instill confidence with a prospect without being deceptive. Confidence in the product, service, or outcome will help convey the value of the item or idea of what you are selling. When value exceeds price you earn the prospects business. You don’t have to manipulate, you have to instill confidence.”
This is very well said and should be pasted to your mirror to read every morning. Typically the manipulative sales person will receive complaints after the sale. They come across as a hero while with the customer until the customer discovers the lies and manipulation and the value of the job no longer holds water. Typically this follows a mistake that is discovered that the sales person has committed.
“Helen Longfield • The shades of grey. When a sales person becomes pushy, and exerting pressure to force a sale, when a person is undecided and asking for an opportunity to reflect on the implications of their decision. At this point integrity has flown the coup.
This sales method screams desperation and is no way to build a strong customer base. In sales we need to be able to understand different personality types and be able to read human behavior. Each customer will respond differently to a range of sales techniques and it is our job to apply the technique, use the language that suits that individual’s personality type. We need to know when to speak, when to shut up and when to let go”
The customer has been forced to act now with no time to think about their decision. Somehow the customer does not realize what they have committed to and they do not understand what is going to happen next.
“Matthew Milller • Helen, as David said at the top integrity in sales is fundamental. Without it you are going nowhere and have nothing. I’ve worked with guys who have no integrity. They don’t see themselves as part of the team and will shirk communal activities – such as presenting stock for example – and will try and monopolize leads. They don’t last long as they burn people along the way. Normally they will incinerate a business’s customer base by making promises they can’t keep, outright lying and then they hit the road and try and ruin someone else’s business. They are usually employed by desperate and untrained managers who haven’t seen the inside of a good management book or journal for years, if at all. These managers have been given the hurry-up by senior management who ask questions as to why sales are flat. But in true marketing fashion the answers are always, as marketing is itself, strategic and complex. At the end of the day strategic marketing goals – such as long-term sales growth – cannot be achieved in isolation from other considerations. Substituting high-rotation of sales staff for good strategic management is not a bargain with fruitful outcomes. And when the end-to-end process that is marketing is carried out correctly Sales People without integrity just cannot survive. There are no desperate managements – the marketing process carried out successfully has fixed that! Without desperate managers, only salespeople who are committed to creating long-term customer value can survive. Because who wants to put out the endless fires that Shark-type Salespeople leave behind on their merry trail of destruction?
In sales, as in life, there are no get-rich-quick schemes. There is only learning and customer satisfaction. In the long-term we learn more and keep more customers happy and we win….often in a big way. Your integrity is your most valuable asset. Never trade-it!!”
Matthew has said it all right here.
There is no room for manipulation to take hold while taking advantage of a customer. It is time to stand and hold true the value of integrity and honesty. Keep a high standard and never waive in your stance with your integrity, honesty, and ethics. Once any person changes their stance on their integrity it becomes easier to move that line into the grey area and accept less than stellar performance in the treatment of your customers. Be leery of this type person as they have become very adept at explaining and showing what they do as acceptable. They are manipulators and will manipulate graphs, percentages, and words to show favorably to their conquests. These things will not include lost customers, lost repeat customers, or unhappy customers. It will not show lost advertising dollars, pay outs to fix or repair damages, or costs per job.
Selling must include integrity .
Paying attention to details
Paying attention to details
A really neat place to meet and connect with people on line is LinkedIn. I have connected with hundreds of people that work in sales, construction trades, along with people that teach sales. Ideas and principles are passed freely for any person to accept and implement into their daily activates or disagree either way it is people sharing things that work for them in their profession.
Once in a while there are healthy debates on right and wrong in the profession of sales and other times the conversation is geared towards what would you do situations. Constantly in a couple of the construction forums there is an owner that expresses ideas that do not work and will not work consistently however he is adamant about his style and approach which increasingly is at odds with is customers and is about proving the customer is wrong. It is confrontational at best. Frequently he is obnoxious and very rude. His writing in most cases equals that of a 5th grader which affects his communication expressing philosophies concerning operating a business.
Regularly with large jobs specifications are handed to each company to quote or bid. These bid jobs have specifications for fixtures and sometimes will require the tradesperson to follow installation of their products. This fellow seems to think that his company can bid the quote outside of the specifications and then the assumption is that he wins the bids bypassing the contractor’s specifications during a bidding process. Any person that knows and understands the bidding process where the bids are sent via closed sealed envelopes the bids must follow the specifications or they are thrown out of the bidding process. The bids are not value based they are priced based and then become a commodity.
Bidding outside the scope of the specifications will result in a no bid and is not accepted. To give advice and information that suggests bidding or quoting outside of the scope of the bidding specifications is bad advice and should not be considered while in this type bidding process. Typically during this bidding process 2 bids are thrown out and the others are considered for acceptance. The two bids thrown out are the low bid and the high bid. Bidding the work outside the specifications will throw you into the high side and out of contention for acceptance of the bid.
When the specification asks for a 2.5 Rheem air conditioner and bidding a 3.5 Lennox air conditioner will not win the bid. When the specifications ask for a basic 1.6 gallon Kohler toilet bidding a 1 piece dual flush Kohler toilet will not win the bid. Pay attention to the specifications and bid it accordingly.
Once the bid or quote has been accepted by the group deciding who wins the bidding war it now is the time to propose a better product and solution that will enhance and increase the bottom line for those who are accepting the bid. At this time the commodity will change to a value based presentation depending on your skill level. The first thing is to gain acceptance and win the bid. By passing the want and ignoring what the customer states is a sure fire way to lose the confidence of your customer. Once the bid is accepted it is now the time to start winning rapport and enhance the relationship as a trusted advisor that is in the customers corner.
Adding an addendum to the proposal for extras or improvements in the bidding process will give the acceptors a different concept to ponder upon and perhaps change the bidding specifications. However when this happens a new bidding process will emerge and the job scope will change and the bidding process will start anew.
Listening is a critical and key component of any type sale whether it is value based or a commodity. The sales person is required to listen and then hear the exact meaning and definition of the customers attend or written word. If and when the sales person does not understand he or she must ask questions in order to ensure the customer will receive what he or she needs to provide the proper solution.
Granted the sales person in most instances can issue specifications that prove beyond a shadow of doubt that a different product will produce better and in the long run will provide better service and pay off in the long run. There will be a time for a new proposal of ideas and concepts once the bid has been accepted and prior to the start of the project.
The sales professional is working in harmony with the customer. It is all parties winning. Whenever it is a one sided win nobody wins in the long run. Brian Tracy claims when a person is convinced against their will they are of the same opinion still and this advice is spot on. It is not about working against the customer and should be working with and for the customer. Start today by listening to the customer and hearing what is stated. Start today and understand when the proper time o state if we look at it from this point of view we will discover this happens and the result will be this instead of that.
Pay attention to the details no matter how small those details are and be aligned with the customer’s ideas and ideals. Understand the motive, mood and personality of your customer and discover the important details of why the customer is acting or reacting. Understand what the customer is trying to accomplish and then you will know how to help the customer accomplish the goals set together. Stop being at odds with the customer and help guide him or her to a successful ownership exchange where it
is you helping them succeed. There is no accepted time to be at odds with your customer to prove right or wrong. However it is your responsibility as the sales person to help guide, convince, and persuade the customer that there is a better way if they choose to accept something better and new to them. To not give a customer this information is irresponsible on the sales persons part.
When will contractors understand sales are necessary in the industry?
When will contractors understand sales are necessary in the industry?
You are unethical, you are dishonest, you lie to your customers, and you do not give your customers both sides of the story, the pros or cons to the options. You are cheating your customers. You are making the decision for your customers. You are influencing your customers in a bad way
Everything above is things a plumber in Wisconsin uses to describe plumbers that use sales as a way to help their customers. Here is a guy that refuses to use sales as a tool to help guide, serve, and help his clients. He made the statement that he sees no need to help, serve or guide his customers. He will use words such as influence, manipulate, and persuade as dirty little words that defines sales and sales people in general. He tries to manipulate the situation by implying a sales person will try to control the way people think or respond. He suggests that the plumber should not ask questions in order to make sure the existing product is sufficient for the customer now and in the future. The reasoning is the customer made do with the items in the past why not now. He expects the customer to have the knowledge of a professional and it is not the professional’s duty to inform the client of products that may work better for him or her. He also assumes that the sales person is pushing and forcing the client into always choosing the most expensive option. His belief is a sales person will not accept a “no” from the customer as a final decision. When a customer states the price is too high the plumber should pack up his tools and leave the customer to fend for him or herself.
He also will try to persuade people that he is a kind generous man that is always trying to do what is good for his customers. I did a little internet research and found something of great interest about this plumber in Wisconsin. Here is what I found in an internet site review about this plumbing company.
Watch out for the estimate from xx xxxxxxx will try to win you over with. It comes in just under other plumbers and looks like the same quality. Wrong! The midline products are the cheapest, outdated look I have ever seen. We ended up having to pay thousands more to get the products we considered to be midline products and then we still went out and purchased our own hardware to try to stay in a reasonable price limit.
PROS: the work was done correctly CONS: more expensive than appear
There is no trust or respect with the company.
So honesty, high ethics, and integrity is giving a customer something they do not want? Honesty is forcing the customer into paying more than they should for inferior products. Terrible ethics is misinforming the customer of the quality of the products they thought they were purchasing? Using a low price as a weapon to convince and guide a client to use you is a clever way of disguising the truth. This behavior is despicable.
Sales and sales efforts is not a bad thing in fact it is a fantastic thing . It will improve your standing with your client. The questions you ask are difference makers and are meant to help make the clients life easier. The questions asked are not a way to con the customer they are a way to inform the customer.
As an example; a customer that has a 40 gallon electric water heater it is fine to ask; have you ever run out of hot water with the existing water heater. It is perfectly fine to ask when their children will be teenagers and taking longer showers using up more hot water. Why not address an issue today that the client may need to address in the near future?
Where ethics, integrity and honesty enter into the equation; is if a plumber tests the water heater and discover the bottom element that helps heat the water is no longer working. When this element is not working the water heater will run out of hot water. To ask the customer if he or she is experiencing a loss of hot water to manipulate their decision to spend more for a larger water heater is a lack of ethics, honesty and integrity.
Influence is not a malicious word. Here is Oxford Dictionary’s definition of influence.
the capacity to have an effect on the character,
development, or behavior of someone or something, or the effect itself: the influence of television violence, I was still under the influence of my parents, their friends are having a bad influence on them
the power to shape policy or ensure favorable treatment from someone, especially through status, contacts, or wealth: the institute has considerable influence with teachers
a person or thing with the capacity or power to have an effect on someone or something: Frank was a good influence on her
Physics, archaic electrical
There is no mention of taking an unfair advantage when you influence your customers. Now add the terms help, guide and serve to influence it is impossible to steer your client to a horrible decision.
At no time shall a sales person manipulate the client by taking unfair advantage of him or her. At no time shall a sales person disrespect the client’s final decision. At no time shall a sales person ignore a customer’s final decision to fit the sales person’s agenda.
The time is now to understand that sales will help your clients and you grow. The client will receive more benefits and understand those benefits. The client will receive more value while gaining more confidence that you will deliver more service. The client will want to do more business with you in the future. The client will be more satisfied with their purchase.
Is Sales a dirty word in the Service Industry?
Is Sales a dirty word in the Service Industry?
There is a debate heating up in a plumbing site. There are three plumbers that believe sales are a dirty word and one person claims that sales are not necessary in today’s business model. The claim being made is if you cannot use your plumbing skills to sell the product and service then you should not push your ideas with sales. One made the statement that a sales person’s job is to influence. The sales person is there to influence however he or she is also there to help, guide, and serve the customer. Remember the sales person should be the expert and the home owner requires and demands that the sales person give them the proper information to base a good decision.
Every person involved in the debate has stated that it is good practice to give options to the customer. Some have a skewed sense of right and wrong and what is an appropriate way to give the option or options. The plumber that is having a great difficulty with a sales structure and concept made a wild claim that he can give an option in 15 seconds to the customer.
Here is the problem a customer of his is experiencing. A slab leak .A slab leak is a water line that has a pin-hole or broken pipe underground and under the concrete slab of a home allowing water to leak. More history is necessary to form an accurate description and solution. That history informs the sales person that this is the 3rd leak this customer has experienced. Missing information is the time frame of these 3 leaks.
A father son outfit, and while the son is busting up the floor to uncover the leak the father is giving the home owner a price to re-pipe. This is how the option was given to the home owner. I contend the home owner had no option in this situation. Why is the re-pipe quote not an option? The floor is being broken up and now the home owner might as well make the repair as opposed to re-piping the home. The option should have been given prior to breaking up the floor. The customer is forced to go with the repair in their mind. I am pretty confident that the customer has over 25% of the cost in repairs to date plus this new cost and will not be guaranteed that another pin-hole leak will rear its ugly head in the near future. I can guarantee you that a pin-hole leak will reappear. We already know and understand the water piping is compromised. By breaking up the floor and starting the repair before submitting a proposal for the re-pipe this plumber conceded to the customer that this was his best answer to the slab leak and that he was making the decision and not the home owner.
In the mind of this plumber the way I would have handled this situation is unethical and has low integrity. I would price the leak location, and penetration of the floor, and then estimate the cost of a repair of a ½ inch or ¾ inch water line repair. I then would have priced up a total re-pipe of the home and explained the exact details of the re-pipe. We would have discussed any penetrations in the wall and cabinet. The home owner would know and understand exactly where the new installation of water piping is located and the size of the water piping and I would correct any issues the home owner had experienced with the existing water pipe.
Both the home owner and I would sit down and discuss a budget to pay for the repair or re-pipe. We would have considered money already wasted on the 2 prior repairs and the time frame between the other water leaks. Is it really wise to spend good money on a bad situation? The only reason to repair the slab leak is if the home owner cannot get the money to do the re-pipe however that is not the plumber’s decision to make. The decision belongs to the home owner when they are given all the information prior to the plumber committing to do work. This is a true and honest option given to the homeowner.
It is time to put the customer’s needs before the plumbing contractor wants. It is time to communicate to the customer the benefits to every option and allow the customer to make the decision that best fits their interest and budget .It is time to throw the contractors feelings out the car window and allow the customers feelings to take precedence. The time is now to put away bogus attitudes that prevent the best opportunity for the customer. Their best chance is you yet the best in you went on vacation. The time is now to do the right thing for your customer.
Sales efforts are not a dirty word when it is done for the customer and in the customer’s best interest. The decision the customers make is in their best interest and will fit their budget. Once all the information is presented it is our duty to respect the customer’s decision and complete their request. Start adding structure to your daily business and watch your customer’s satisfaction level increase dramatically.
Objections; Are they really a sign of interest?
Objections; Are they really a sign of interest?
This week has been very interesting and I have multiple things to write about however what I believe is the most important subject will gain our attention first.
Objections from customers are they really a sign of interest? No not at all. They do point to some very interesting observations that all sales people must all take a long hard look at if we want to be really good at sales. Here are some points to ponder when the sale person is receiving too many objections during the opportunity.
Increase your listening skills. The customer who is about to become your client gives you free information. It is you that chooses to use that information. You can place the information to the wayside and not use it or you can break it down into perceived value and help drive those values to the client. You can verify the information by investing time with the client and that information. Substantiate that the information is correct and you understand the meaning of the statement.
Pay close attention to what the client states. The client will tell you what it is he or she is after and the solution. The client will also inform you to their budget. Understanding what the client has stated is another area that we must consider when objections are frequently found during the presentation and solution time. There is a difference between I have been out of work for the past 6 months and cannot find a job and I cannot afford to pay your prices. There is a difference between the stock market has not been kind to me and I cannot pay your prices. The sales person’s assumptions will kill a sale more than a client speaking the word no.
Learn to ask better questions. Increasing your listening skills will increase your ability to ask better questions. Processing the proper information enables you to access better questions concerning the important data the client has already given you.
Understanding the client’s meaning will determine what type of questions you will ask. These questions will confirm the issue at hand and how the client wishes to do away with those issues. Many times a client will automatically say something in order to get a reaction from the sales person. The sales person unconsciously assumes the definition of those words to imply uh oh I must react quickly by dropping price or making excuses why the client should purchase. The word negotiates pops into the mind of a
sales person quickly and he or she instinctively believes that the sale will move south. What happens is a lost sale or a greatly reduced price is offered that lowers the profitability of the company.
How do you the sales person determine the proper meaning of the client’s statements? Simple questions will establish the outcome. How do you mean is a fantastic response to a clients statement or objection. The stock market has hit an enormous low and I have taken a huge hit. How do you mean this exactly? The client will get into how much his or her stocks have changed in the past few months. Mr. Client, what is your strategy in the stock market? Are you in it for the long term? The purpose of this question is to verify that the client is in it for the long term and things will change direction in the stock market in the future. The stock market moves up and down all the time.
You will discover that the client has not said empathically that he or she cannot pay your price and what they have said at this point and time is I am unwilling to pay the price. There is a huge difference between a sale that is profitable and one that is lost or sold below the desired profit margin. The client requires more information before making a decision.
Improve your ability during the information gathering time to qualify the client. Understanding the client’s motive, mood and personality will give you a predictable outcome concerning the client’s behavior. Gathering the proper information concerning perceived value, desired solution, and what is in their best interest will allow you to present solutions that satisfy the client. You will go beyond their expectation by exceeding the client’s perceived value while giving them the preferred help that they need and want that guides them into a compelling solution that stipulates to the client that you are the only person to make this issue go away.
Stop jumping the gun when the client has a predetermined solution. Ask the same questions that are normally asked, follow the same procedures and do not skip the steps that are required for a successful outcome. Recently I was involved in a re-pipe of a water piping system in a home. The client already understood that a re-pipe was necessary. She had experienced the same problem in the past. A water line under the cement floor developed a leak. The sales service technician immediately bypassed the steps and procedure to close the customer quickly. He sold a re-pipe. By missing and bypassing the procedure steps he missed a tub drain that leaks and needed replaced, that drain was also stopped up. He also missed a new shower valve with this sale. This was not a good job by the sale service technician and did not solve all her problems.
The above situation was inspired and impaired by greed. Once an amount was discussed he assumed he was complete with the client. The sales person must stop being driven by greed and start being driven by wanting to help and serve the client in his or her best interest. When a sales person is driven by greed it is extremely easy to forget about the client and their needs. Be a problem solver and not the problem.
Communication is the next issue that is necessary to address. Until the client knows and understands that the sales person is there to help, guide, and serve the client in their best interest they will turn off their listening. The client does not care how much product information or how much knowledge you have in your profession until they know you are there for them. There will be a time for you to pass your professional knowledge to the client however it must be passed to them in terminology that he or she understands.During the information gathering time the sales person will gather information concerning communication and the client’s preferred method of communication. Discover it and gain mutual trust and respect.
Start including typical objections that are raised frequently by buyers into your presentation. Quit explaining and making excuses for these objections and start giving information why these objections are the very same reasons the client should purchase from you. The information should be based on things that are directly related to the client such as emotion, empathy, and cost of the product and service. Include what other clients have found after using your service. Drive the perceived value that has been given to you by the client.
When the above items are fulfilled the sales person will realize with most sales opportunities the customer will not have an objection. When the sales person presents the solution to the client in a way that compels the buyer to understand what he or she is receiving the only conclusion is to purchase from you. It will include why it works, how it works, and how to prevent it from happening in the future.
Start presenting your solution with terminology that is concise, understood, and the client can identify with the solution that includes the service, price, and product. The client must recognize that you care about their issue and you are aware of their budget concerns. The client must absorb all the information and agree that you and your solution are the correct means to do away with their issues. Start presenting a crystal clear presentation to your clients and allow an enjoyable ownership exchange minus objections that can stall or put off the opportunity. Make common objections a thing of the past in your presentation of the solution to your client.
Unqualified and unlicensed people doing service trade work and the damage that can be done.
Unqualified and unlicensed people doing service trade work and the damage that can be done.
During recent discussions with other managers and owners of construction service trades many have expressed concern with unlicensed and unqualified people working for home owners. This is a very large problem in this industry. Too many handy persons thinking they can do plumbing, heating and air conditioning, and electrical work. There are many problems with these type people doing the work most noticeable is the lack of knowledge to protect the health of the home owner.
The second issue would be with insurance coverage. Simply explained their insurance will not cover their illegal and unlicensed work. If there is property damage or heaven forbid another person injured due to negligence no one will be held responsible. The home owners insurance may not cover any damage caused by the improper installation. A simple install of a kitchen faucet is messed up due to the handy person’s improper education to understand what type of water supply lines that can withstand the pressure and expansion of hot water. Sure a lay person can tighten up a nut or two however there is more to it than what appears.
Our company recently installed a shower pan liner and strainer. The code requires pitch material to be used under the pan liner allowing water to have proper flow to the drain. The contractor claimed that he has been installing shower pans for years and has never used this pitch material. Here is a person that is unqualified doing home repairs without the proper understanding of code requirement and installation guidelines. What happens when the materials used in other jobs fails and damages the property? What will be found is an improper installation that was completed more cheaply than a plumber. This has disaster spelled all over it for the home owner and the contractor.
Another area of grave concern in the plumbing industry is with hot water heaters. Lay people installing water heaters without the proper knowledge once again and installed improperly due to not understanding code requirements or factory requirement. All water heaters are required to have a safety device called a relief valve. This valve is for the home owner’s safety and prevents the water heater tank from acting like a bomb. Depending on your code requirements the relief valve is to be piped to the floor or out of the building. I visited a young lady with children. The water heater relief valve exited the building through the wall at 4 foot. Where the valve exited is a lanai and sitting directly under the relief valve drain line were two lounge chairs. When the safety device opens up due to an extremely high amount of pressure caused by malfunctioning thermostats, over 200 degree hot water will pour out of the piping that is 4 foot off the floor. This will burn whoever is in the lounge chairs immediately. Is this really worth the risk of having unqualified and unlicensed people perform plumbing work in your home when they do not care about you or your family’s safety?
All of today’s toilets are low consumption toilets. This means they use less water. Many of these toilets take special parts that deliver a higher volume of water to the tank. Using a standard type fill valve for the toilet will not produce enough water to flush the toilet properly. The toilet has an incomplete flush that will not carry paper and waste to the proper destination which can cause more problems and clog up your building drain or building sewer due to the inefficient carry. The handy person may over tighten bolts and may break what is called a closet flange that holds the toilet to the floor securing it to the floor. Typically these handy people will use a piece of metal or whatever is in their van or car to attach to the broken flange. Why do they do this? They do not know how to lead a closet flange in or replace a plastic flange properly.
BUT THE HANDY PERSON IS CHEAPER! The reason they are cheaper is due to not knowing the industry, products and how to safely install the products. They do not carry the proper license that verifies he or she ahs the proper knowledge to do the installation or repair. They do not have the proper insurance to cover any damage or liability claims. Ask the handy person how much coverage he or she as and you decide if 25 thousand dollars is enough to cover your home if the handy person lights a plumbing torch and does not have the proper amount of air inside a wall and catches the dust on fire while repairing a leaky copper pipe in the wall.
I was called to a home owner’s home where a handy man was working on a remodel. This home is worth multimillion dollars. The handyman could not solder up the pipes due to water dripping in the line. What does he do? He fills the water pipe with toilet paper. When I became involved there was 6 inches of pipe filled with toilet paper. If I would have allowed this person to continue doing illegal work this lady would have been drinking water with toilet paper in the water. Toilet paper is designed to break down in water and when any other fixture in the home is used water from that pipe will transfer that toilet paper to that faucet. In this particular bathroom called a jack- n- jill bathroom there were 6 water lines filled with toilet paper waiting to be circulated throughout the home. I am not sure about you however I would be very alarmed to fill a glass of water and discover toilet paper in it and it does not matter if it is clean or not.
Is it worth having an inexperienced person who talks a good game and can convince you that he or she can do the work? One question should be asked and that is; do you have a license to legally install or repair these products? Second question; please produce your liability insurance form for me. Third question: what happens if there is property damage caused by a failure of product or installation?
Keep in mind these unprofessional people cannot purchase the same quality materials that your local trades people can from a supply home. The merchandise in home centers is not the same quality with the majority of materials. The home center products will have more plastic, more plated metal that will deteriorate and rot away much faster and will not provide you the long term use that a professional tradesperson supplies to you. The china fixtures such as toilets and sinks are thinner china and will not last as long. In the long run it will be cheaper to you to purchase from the professional. You deserve the best quality that you can in your castle and with that you deserve the safest installation possible by a quality licensed contractor that will make sure it is installed properly.
Protect yourself at all costs it is your health that is at risk. Is your family’s health and safety worth the risk to allow an unqualified, unlicensed, and unemployed person to do work due to undercutting a professional expert at their trade that has knowledge and understanding of the products and requirements to install them properly? Would you allow a podiatrist to do open heart surgery on you? Would you allow an optician to examine your ear? Do you buy groceries from a restaurant? You can always replace the dollars spent however you cannot replace time or any damage done.
