Companies today, must involve lots of people in the process of serving a client, and clients understand that. But, we need to never lose sight that the ORIGINAL contact, the salesperson, the person who convinced the client to buy the product/service … the person who created rapport, confidence and trust with the client … should NEVER drop out of the process.
Developing rapport, trust and confidence are all critical if you want to make a sale. You cannot influence a client without first creating rapport. With rapport you have mutual attention, a connection, a feeling of commonality that you are in this together. You need to be in sync with your client and you can’t do that unless you try and look at the situation through their eyes. As the late, great Stephen Covey once said: “Seek first to understand, then to be understood.”
I wish we had a “GOOD NEWS” channel. Anytime I turn on the TV they are usually talking about things that are bad, wrong, tragic, unfair, cruel, or catastrophic. Law breakers, thieves, rapists, shootings, death, despair and awful weather are the main topics of their programming. I heard a gentleman the other day say, “Why don’t we celebrate what’s right with the world, rather than what is wrong with the world.” I personally feel we all should be looking for the joy in life and sharing it.
When a company loses an employee, they should do some serious soul searching as to why that person left. Why, you may be asking? Because, according to the Society for Human Resource Management, they have estimated that every time a business has to replace a salaried employee, it costs the company, on average, 6 to 9 months' salary. For a manager making $40,000 a year, that's $20,000 to $30,000 in recruiting and training expenses; that is a lot of money.
Did you think in 1998 that in just a few years you would never take pictures on film again? Neither did Kodak and their 170,000 employees. They had no idea their business model was about to change, and bankruptcy was in their future.
It seems that everything in our daily lives is influenced by technology. Now, it seems, if we need something, we can just go buy an APP for it. As of March, 2017, there are approximately 2.8 million APPS for Android users and 2.2 million for Apple users.
Yes, if we need it, it would seem there will probably be an APP for it. Right? Wrong!