How Rehearsing Will Earn You Many Schrute-Bucks

As some of you may know, I am a huge fan of the NBC show The Office. It is the most ridiculously absurd yet accurately realistic portrayal of the modern American workplace. (And yes, I’ve seen the British version; I think I might be the only person who has seen both but actually prefers the American version.) I just received the 3rd season on DVD (I’d like to shout out a thank-you to my sister Melissa), which I have already seen a number of times, but I still can’t get enough. Anyway, there is one particular episode entitled “Traveling Salesmen” in which the sales team pairs off to go on sales calls to pitch to various potential customers. I was watching this episode earlier this evening, and it got me in the mood to talk about the importance of rehearsal.
If you have not seen this episode, get your hands on it, and watch how Jim and Dwight nail the sales call with an extremely innovative approach that demonstrates real value to the prospect. When they enter the prospect’s office, Dwight asks to use the phone, and he begins dialing what seems like a random number while Jim starts talking and pitching their products and services to the potential customer. This looks like Dwight just being his normal (or not?), quirky, socially inept self, and Jim being the Everyman sales hero. However, when Jim acknowledges that they don’t have the best price but their customer service is unbeatable, Dwight explains that he has been on hold the entire time with a competitor’s customer service line. Jim whips out his cell phone, calls Dunder Mifflin, and he is immediately answered by their CS rep, Kelly. The prospect agrees at once to become a customer.
The point is that Jim and Dwight have a routine. They have practiced this song and dance so many times that they execute it flawlessly every time, and that is why they are two of the top salespeople at their company. While you should definitely take the time to understand and work with each individual customer’s needs, you should have always have your sales pitch down to a science so that you can engage your customers and show them real value in the precious few minutes that you will likely have with them. Improvisation is much easier when you have a script to guide you.

Appreciate Your Customers And They Will Appreciate You

Ever wonder why the best salespeople always seem to retain those huge accounts, even when there may be better or cheaper products out there to which the customers could be switching? While there are a number of reasons for this, one of the really huge, gigantically important ones is that these superstar salespeople make their customers feel appreciated.

I personally find that the number one reason my repeat customers come back is because I make sure they know how thankful I am that they choose to buy from ME. Very few things in life feel better than knowing other people are grateful for what you do for them, and I do my very best to assure my customers that my gratitude is immense, and that I would love to continue serving them in whatever way I can. There are a number of ways to show your patrons that they are your priority, and here are a few examples:

· Private Line of Contact: Create an email address separate from the one you use at work (but also separate from your home email, let’s not get crazy) and use it purely to communicate with your best customers. When a customer sees you as an associate rather than just a representative of your employer, the potential for a long-term relationship grows tremendously, which equates to lasting business for you.

· Periodic Value-Adding Info: Every so often, send your best customers some form of correspondence that provides them with real value. For example, sales guru Jeffrey Gitomer sends his customers a weekly email newsletter that provides sales tips, techniques, and articles from guest writers. A monthly or quarterly letter detailing some of the new products or discounts at your company is a good idea as well.

· Hand Written Thank You Note: Your mom taught you this one when you were little, and guess what? It’s still completely relevant! There is absolutely, totally, hands down no better way to show your appreciation than sending an individual, personalized thank you card written by hand. A printed card with your signature is okay, but if you really want to seal the long-term deal, grab a roller-ball pen and write the whole message.

These are just a few ideas. How do you share your appreciation with your customers? I’d love to hear from some salespeople on this, as well as professionals in other fields.

Now Is As Good A Time As Any To Change Careers

Changing any aspect of your career probably seems like an idea from hell right now, and why wouldn’t it? While in a recession (or what certainly seems like one), we are supposed to be quiet as timid little church mice, right? You know what I’m talking about. You’ve heard them. The cries of ridicule and shame from all of those around you when you’ve brazenly announced you are considering a change amid the inescapable economic turmoil.

“You’ll never find anything better right now!”

“Appreciate the job you have. Many people would love to have it!”

“Nobody is hiring!”

“Shut up, keep your head down and don’t piss anybody off!”

If everyone is screaming these things at you all the time, it is easy to begin believing them. But the reality is that you have no more to lose in switching jobs now than you did a few years ago, when the economic conditions were more stable. As long as you don’t broadcast your job search to your current employer until you have secured a new position, you have just as much chance of being laid off either way.

So if you have legitimate reasons to look for a new position, now is as good a time as any. When things are not going well, that’s when we should seek a change, not hide from one.