Forget They’re Looky-Lous
I’ve been hearing a lot about businesses with sullen customer service—there are more “looky-lous” than ever right now, saying “no, thanks, just looking.” When an actual buyer shows up, the staff is so sick of calls and visits and proposals that go nowhere, that they grump at the guy with money, expecting to lose another sale.
That’s how to lose one!
Tip: Treat them all like they might become your biggest customer.
I say “might become,” for those of you who may take your own biggest customers for granted. Woo your prospect, woo your customer. Seduce them. Pretend it’s not a sure thing, because folks, it isn’t. Nobody has to stay with you because they’ve been with you forever, and your buyers are acutely aware of that right now.
That’s the same advice I gave before the economy became a roller coaster.
Grow and be well,
Kelly Erickson
P.S. Things move so fast right now—when I began this post I was going to say, “it seems to be a particular problem in B2B” (business to business). A week after I began thinking about it, I’m hearing about this problem in retail, too.
Have you felt brushed off or ignored since the global recessionary woes have deepened when shopping, dining, or selecting a service provider? Are you sensing staff are so sure you won’t buy, they don’t try to earn your business like they once did?
Do staff do this where you work?
And just to make this P.S. a little longer: If this is The New Customer Experience that many companies seem to want to provide, aren’t we (in our workday capacities) creating our own recession?
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1 November 2008, 9:00 am
The brush off.
Yeah. The biggest brush off these days seems to be the banks, right? Just try to go get a loan, especially for a car (I haven’t, but I’ve heard).
Very difficult.
Memo to banks - you’re banks - you loan money, that’s what you do - so start loaning fracking money, because if you don’t, people will find other ways to buy things, and just maybe people will not miss you. Fifty years ago we didn’t borrow money to buy cars, we saved for them and paid cash.
And to the end of your PS - by pulling back, there is potential to make it worse.
Brett Legree’s last blog post…viking fridays - tears in the rain.
1 November 2008, 9:21 am
Brett,
First they loan too much, cause problem, then they loan nothing, cause bigger problem. Of course not too many people wander in to their bank and say “no thanks, just looking.”
But I agree, that brush-off is troublesome, too. They aren’t trying to earn business, and that’s the fool’s answer for sure.
I know you don’t wander into the exec lunchroom too often, but have you seen an attitude shift in Widgetville lately among the higher-ups? (You know, different than the usual head-in-the-sand attitude…)
Regards,
Kelly
1 November 2008, 9:26 am
Kelly,
Exactly - they caused the problem, and are now not willing to help solve it. Which is what banks do, I suppose, they exist to look after their shareholders, and if they happen to help out the people who actually save money there, so be it…
The execs have fear in their eyes these days, actually. Friday morning meetings used to have cookies with the coffee. Now we are not allowed to order cookies because “cash is king”. You know, times are tough and money is tight.
Never mind that the senior management team went on a week long retreat to a very posh resort to do their “strategic planning” for the next year, because they had to “get away from the distractions of the workplace”. I could go on and on about rampant misuse of public money (we are government funded) but that would only land me in the big house…
But we can’t have cookies on Friday mornings. So as the only father of four in my whole division, I sprang for a three dollar bag of cookies yesterday.
Brett Legree’s last blog post…viking fridays - tears in the rain.
1 November 2008, 9:58 am
@Kelly
Remember years ago…when many small bookstores discouraged you from looking at the reading material (”this isn’t a library”). (At least, it was this way where I lived!)
Then along came Chapters Bookstore (your equivalent of Barnes and Noble). Their business model was to accommodate the Looky-Lous. They put out couches and chairs, a fireplace, to encourage us to stay and read all the books that we wanted.
Seems to have worked, eh? Look how popular the stores are. (I myself go there frequently, and I often end up buying something, just because I’m allowed to look!).
As for the Big Brush Off.
Can’t really say the economy has affected customer service in Splat Creek. They brush you off here, regardless. They always have.
1 November 2008, 9:59 am
Brett,
They’re treating you guys, the internal customers, more roughly? Then they’re creating their future problems now with their heads in the sand, because every single Widgeteer will be necessary for any strategic plans to work.
I’m all for getting away for planning sessions. Now would be a wonderful time to lead by example, and get away to a local coffee house for three days instead of the resort. That kind of leadership could be great p.r. (you think the newspapers wouldn’t pick up on that story of frugality and putting the needs of the company first?), get their planning done, and also be a morale booster. Heck, at the local coffee house, they could have a couple of open sessions when you Widgeteers were allowed to wander in for an hour and speak your mind… ooh, I love that idea.
>>Any Big Boys listening right now? I know I have a few readers from the Big Boys. Implement this idea in a hurry. You don’t have to give me credit… I’ll recognize the idea when I read about it in the paper. (Cash is always appreciated…)<<
You’ll never get dooced (or put in the big house). You speak in code too well.
re: Cookies—It’s the way you were raised. Not everybody sees generosity as a natural part of life the way you do. Glad you busted the piggybank to make everybody’s Friday a bit nicer.
Until later,
Kelly
1 November 2008, 9:59 am
@Kelly
“….but have you seen an attitude shift in Widgetville lately among the higher-ups?”
BWHAHAHAHAHAH!
No. Oh my God. NO!
1 November 2008, 10:12 am
Friar,
You sneaked in under me.
Oh, yes. I remember, and I think that simple change may be what saved bookstores, ironically, from Amazon. The one thing you can’t do, even with the world’s greatest selection, is touch the real thing. Often I wander into B&N or Borders intending only to look, then buy at Amzn cheaper, but become so hooked that I don’t want to leave the book behind even for a few days, so they get my money.
The little guys near me now let you read a bit, but space being what it is, they usually can’t let me sit and hang out with a book until I’m hooked. You’re absolutely right, accommodating Looky-Lous changed the whole business.
Splat Creek… last place on Earth to hear the message of Maximum Customer Experience, eh?
I saw it a couple of weeks ago in Splat’s twin “city,” Itty-Bitty-Ville, VT… a certain store I frequent for hardware when I’m up there, where folks are usually very attentive, seemed to be filled with staff who did not give a darn whether I figured out which [I forget what] best suited my needs. Could have been the day, but I distinctly felt like it was more.
I am hearing about it everywhere right now, which is slightly more scientific than me in Poultney, and it’s got me worried. How to rip your bottom line apart, one lost sale at a time.
Until later,
Kelly
1 November 2008, 10:15 am
Friar again,
I meant, more than usual, b/c I know that’s a theme in Widgetville anyway. Or are they able to stay the course, however flawed that might be?
Brett says, it’s right down to cookie-grubbing. So I guess there’s no staying the flawed course in Widgetville.
Later,
Kelly
1 November 2008, 10:18 am
@Kelly
Okay..sorry, I don’t want to turn this into a work rant. But it’s just too funny (sad) to keep quiet (And besides, you were asking Brett about Widgetville).
To give you an idea how the Big Boys run things. It’s United Way fundraising time. They held a 8 mile fun race/walk at work. During work hours.
But they wouldn’t give the participants time off to do the run. We were “reminded” TWICE that this would haver to come out of our own time (Banked Hours, or vacation!)
Un Freaking Believable.
You know, they COULD have allowed a few people a couple of hours off for charity. It wouldn’t have broken the bank or really have affected productivity. God Forbid, it could have built up morale and team-building.
But…well. I guess NOT.
Meanwhile our bosses will go on a “Retreat” to discuss “strategy”.
1 November 2008, 10:25 am
Friar,
(Wondering why CommentLuv doesn’t like you… check your URL….)
Widgetville rants gladly accepted. It’s all part of Customer Experience, seriously.
I have to hope that during the retreat, they discussed the lunacies in their current strategies.
Knowing how many loping, panting, and hurling-themselves-toward-failure Big Boys function, I kinda doubt it. There is always a faint hope that some bright new energy will come in at the top, or that the mass of voices in the middle will be heard, so keep adding to the mass of voices. No, it doesn’t always work, but it is how change is made. One voice at a time. Plus, it keeps you Widgeteers who have Vision from going nuts.
Later, no really, later….
1 November 2008, 10:30 am
@Kelly
I don’t often LITERALLY “LOL”, but I did when I read what you just said.
“…hurling-themselves-toward-failure…”
HAHAHAH! That’s a KEEPER!!!
:- D
Friar’s last blog post…Vikings Versus Pumpkins
1 November 2008, 11:34 am
Kelly,
Exactly - I am with you, we all need to get away sometimes to think - and just like you suggested, why couldn’t it be a local coffee house or a church basement or something, rather than a $400/night resort - at a time when they nickel and dime us about cookies. Seems a bit hypocritical (and sounds like that investment banking firm that sent their execs on that $400k+ retreat the same week they filed for Chapter 11).
Funny you mention one voice at a time, as we’ve started changing our tactics a bit. Since our immediate managers and their bosses won’t listen to positive or negative feedback, we’re going higher. The new CEO might just be what we need, and if you email him, he replies (he replied to my email about blogging, even though it took him 2 weeks to get back to me). Change is coming, perhaps if the midsection of the company is ripped out and rebuilt, we might just be able to get something done…
(But that still doesn’t change my own plans, I have worked for someone else for too long.)
Brett Legree’s last blog post…viking fridays - tears in the rain.
1 November 2008, 12:06 pm
Hi Kelly - the answer lies within what matters to the person you’re dealing with. Without empowerment and vesting in the outcome, there’s no care. We also have to guard against judging a book by its cover, as you say.
Just yesterday an older gentleman with a twinkle in his eye walked into our office. He wanted a gift for his wife. We usually do large orders of gifts for companies, and we were in the midst of sending out 600 on pallet-loads. I asked a few questions about the situation and made a suggestion that he liked. Then, he kept coming back with “I thought of another person who could use a pick-me-up.” One gift turned into five and he was peeling $100 bills off a big wad stashed in his shabby wallet. It was a nice order by the time everything was said and done. And he got such a kick out of doing it, it made my day, too.
Anyone who walks into your business could be such an angel. The key is training yourself and those who work with you on the possibility.
Betsy’s last blog post…GHOSTS
1 November 2008, 4:36 pm
You know what guys? I think you are right that change IS coming. Maybe Widgitville will be bringing up the rear, but one good thing about this *correction* (I refuse to buy into this recession business) is that this nonsense has got to be outed for what it is. ( Or as my Mommy used to quote from the Big Book-looking at us with the evil eye- “Be sure your sins will find you out” I don’t know if that’s even in there but she says it is..)
Just last week in my old cubicleland I saw evidence of this when the first round of lay-offs began and the choices they made reflected the ones who made poor choices that were not conducive to new change and productivity. The old ways need to end. The waste and insensitivity to the ones actually producing has got to stop and the inattention to the customer…needs to come to an end. Some companies out there are looking at the bottom lines and starting to wake up. I wish I could name names here, but it’s promising to me.
And Kelly, yes to your last sentance. What we visualize we create, as individuals and as a community. AND, as a world. SO..when I start hearing the news talk about a one world depression…I SO want to stuff socks in their collective mouths. What are they thinking?!?!?!?! There are too many people who take that as a sign that all is lost and just sit on their behinds and give up. That doesn’t help, it makes it worse and actually causes it to happen. How about coming up with something positive they can do and report on that? Like…give excellant customer service for a start!
Wendi Kelly’s last blog post…Teeter-Totter Tribulations
1 November 2008, 7:39 pm
Friar,
Glad I could be of service, though I wish I’d heard it (your laugh). Sometimes sitting in front of a screen isn’t all it’s cracked up to be.
And as far as hurling goes, I have known far too many doing just that. Believe me, I know what I’m speaking about there.
Brett,
Is that the one that got U.S. taxpayers’ “bailout” money the same week? Blew my mind. They ought to be horsewhipped. My parents, who run a motel, pointed out that it was probably all bought and paid for long in advance (they think about such things), so they couldn’t have gotten most of the $$$ back, but it was the p.r. problem that struck me.
I don’t care that the money’s already gone—you appear to have a lot in common with Marie Antoinette when you do these lavish things without a thought for the Perception problems it will cause. This is roll up your sleeves and get grubby time, not have your toenails done in the spa between workshops time.
And guys—break that new CEO in right. Be bold. You are the brilliant voices he needs to hear.
Betsy,
You are so right. “The key is training yourself and those who work with you on the possibility.” It’s going from being jaded (”I know how this will turn out”) to having a twinkle in your own eye (”Who knows?”). That’s the key.
Thanks for your comment, and welcome!
Wendi,
Yes yes yes. Especially the “correction” part, because let’s remember, it’s really been misplaced exuberance for a few years. Markets do this. They go up *and down.* Folks who thought up was the only direction are more distressed than folks who know this is part of what makes economics work.
The news stays on the air if they sell ads. If they tell you happy stuff that doesn’t excite, you don’t glue your eyeballs to the set, so instead they sell you doom, to sell your eyeballs to advertisers. Simple. Unfortunately, the more they sell doom, the more those who watch feel it, the more they feel it, the more they make it happen… its a tough cycle to break.
Hmm… I guess we could use a little dose of that misplaced exuberance back!
Later,
Kelly
3 November 2008, 8:44 am
In my organizing business I got so tired of the people who’d say “Oh could I use you” and then not buy even after helping them through the decision process I couldn’t take it any more. If someone would say to me “Oh an organizer, really? Tell me more” I’d brush them off or tell them to subscribe to my newsletter.
I had an average sales cycle of 18 months.
When I realized I was giving such crappy customer service I realized I needed to get out. And fast.
The same thing happened when I was waitering. I became a bitchy waiter and hated myself so quit. Stupidly enough that was when my tips started going up because for some reason people *like* sarcastic jaded wait staff serving them.
Alex Fayle | Someday Syndrome’s last blog post…Destuckifying Your Life: Havi Brooks Interview
4 November 2008, 1:29 pm
Exactly. Here’s a specific example: http://www.allbusiness.com/company-activities-management/operations/11670432-1.html
I’ll be reading…
Glenn
Glenn’s last blog post…Jos A Bank Flunks The Active Greeting Customer Service Standard