Sales is the beginning of the end.

  Once a sale transaction happens and a new customer is inducted into the fold of customers, the journey of customer management begins. Hence we call it the beginning of the end. After “Sales” starts “Customer Service”. Set MOT and manage the same Set internal Turn Around Time (TAT) for each service and uphold the…

Customer Loyalty Index(CLI)

  The salespersons approach towards “Customer” depends on what you do with the customer between two consecutive sale made to the customer. Normally , it is the service engineer who often surfaces between two sales either for preventive or reactive maintenance. What possibly can be the agenda of the salesperson for such meetings? a) Training…

Customer is never foolish

  A customer may be uneducated, uncouth or uninformed about your product or service. In the last 30 years of my sales career , I have never come across a single customer who was foolish.(A foolish person always seeks the advise of another person who is considered as less foolish than the former.) If they…

Customer Complaint is a Gift

An organisation which is not very “Customer Centric often feels that “Handling Customer Complaints” is the job of Customer Service Dept. This is not true at all. Why should we treat customer complaints as a gift? A customer who comes to complaint represents at least 20 more customers who could not find time to come…

Do you Reject Customers?

In Direct Selling, you have 3 options once you encounter a customer SELECT, REJECT, COLLABORATE While all of us would love to select every prospect that we encounter, it is unreasonable to think that such a thing can happen. It is important for us to understand that a) Either the salesperson rejects a prospect b)…

Customer Satisfaction and Content

  Wife , Girlfriend and Customers are never satisfied. They love you so much that they always expect something better and new from you. While they do appreciate your last service, they immediately compare your next service with something else new that they see in the market and always wish that you should be the…

Customer Complaint is a gift

When every you receive one complaint from a customer , you must understand that only 5% customers find time and energy to reach you. The other 95% complaining customers do not even come to you. It is therefore of paramount importance to deal with each and every customer complaint with utmost seriousness. The attitude to…

Romancing with your Customers

Romance starts only after one has crossed stages of Acquaintance (Contact), Friendship (Lead), Proposal, Discussion (Negotiation) and Love (Order) in that sequence. Why is Romance so important? Love is never permanent unless garnished with doses of romance in the right proportion in intervals, which ensures that nothing is taken for granted. We are all human…

Long Live the Customer

How long can you continue earning from a single customer? What are the ways in which you can do this? How much can you target to earn from one customer? Can customer relationships be monetised like this as per mathematics? These are some of the thoughts that would trouble any sensible and educated person. What…