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Sales Truths : Company Policy is Typically Written in Terms of The Company, Not the Customer.

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Sales Truths : Company Policy is Typically Written in Terms of The Company, Not the Customer.

BY DAVID RICHARDSON

Published in the April 2014 issue.

WHY IT IS TRUE: Company policies typically tell you what you can’t do for the customer — not what you can do. Company policy and customer service are oxymorons, (direct opposites). Customers never want to hear the word “policy.” The customer doesn’t care about your policy; they want to know what you can do for them.

PLAN OF ACTION:Review your policy with your sales and management team. Address the things you can’t do, and ask why. Now begin to rewrite some of the parts that focus on what you can’t do, and change them to what you can do. Begin with the phrase “in order to be fair to everyone…” and then conduct a serious discussion. Listen to everyone, even the new part-timer. Dismiss nothing without serious discussion. Don’t quit until you have a “customer policy” that is fair and one that works. — DAVE RICHARDSON

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Wilkerson Testimonials | Sollberger’s

Going Out of Business Is an Emotional Journey. Wilkerson Is There to Make It Easier.

Jaki Cowan, the owner of Sollberger’s in Ridgeland, MS, decided the time was right to close up shop. The experience, she says, was like going into the great unknown. There were so many questions about the way to handle the store’s going-out-of-business sale. Luckily for Cowan, Wilkerson made the transition easier and managed everything, from marketing to markdowns.

“They think of everything that you don’t have the time to think of,” she says of the Wilkerson team that was assigned to manage the sale. And it was a total success, with financial goals met by Christmas with another sale month left to go.

Wilkerson even had a plan to manage things while Covid-19 restrictions were still in place. This included limiting the number of shoppers, masking and taking temperatures upon entrance. “We did everything we could to make the staff and public feel as safe as possible.”

Does she recommend Wilkerson to other retailers thinking of retiring, liquidating or selling excess merchandise? Absolutely. “If you are considering going out of business, it’s obviously an emotional journey. But truly rest assured that you’re in good hands with Wilkerson.”

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Dave Richardson

Sales Truths : Company Policy is Typically Written in Terms of The Company, Not the Customer.

mm

Published

on

Sales Truths : Company Policy is Typically Written in Terms of The Company, Not the Customer.

BY DAVID RICHARDSON

Published in the April 2014 issue.

WHY IT IS TRUE: Company policies typically tell you what you can’t do for the customer — not what you can do. Company policy and customer service are oxymorons, (direct opposites). Customers never want to hear the word “policy.” The customer doesn’t care about your policy; they want to know what you can do for them.

PLAN OF ACTION:Review your policy with your sales and management team. Address the things you can’t do, and ask why. Now begin to rewrite some of the parts that focus on what you can’t do, and change them to what you can do. Begin with the phrase “in order to be fair to everyone…” and then conduct a serious discussion. Listen to everyone, even the new part-timer. Dismiss nothing without serious discussion. Don’t quit until you have a “customer policy” that is fair and one that works. — DAVE RICHARDSON

Advertisement

SPONSORED VIDEO

Wilkerson Testimonials | Sollberger’s

Going Out of Business Is an Emotional Journey. Wilkerson Is There to Make It Easier.

Jaki Cowan, the owner of Sollberger’s in Ridgeland, MS, decided the time was right to close up shop. The experience, she says, was like going into the great unknown. There were so many questions about the way to handle the store’s going-out-of-business sale. Luckily for Cowan, Wilkerson made the transition easier and managed everything, from marketing to markdowns.

“They think of everything that you don’t have the time to think of,” she says of the Wilkerson team that was assigned to manage the sale. And it was a total success, with financial goals met by Christmas with another sale month left to go.

Wilkerson even had a plan to manage things while Covid-19 restrictions were still in place. This included limiting the number of shoppers, masking and taking temperatures upon entrance. “We did everything we could to make the staff and public feel as safe as possible.”

Does she recommend Wilkerson to other retailers thinking of retiring, liquidating or selling excess merchandise? Absolutely. “If you are considering going out of business, it’s obviously an emotional journey. But truly rest assured that you’re in good hands with Wilkerson.”

Promoted Headlines

Most Popular