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

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10 years ago

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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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This Third-Generation Jeweler Was Ready for Retirement. He Called Wilkerson

Retirement is never easy, especially when it means the end to a business that was founded in 1884. But for Laura and Sam Sipe, it was time to put their own needs first. They decided to close J.C. Sipe Jewelers, one of Indianapolis’ most trusted names in fine jewelry, and call Wilkerson. “Laura and I decided the conditions were right,” says Sam. Wilkerson handled every detail in their going-out-of-business sale, from marketing to manning the sales floor. “The main goal was to sell our existing inventory that’s all paid for and turn that into cash for our retirement,” says Sam. “It’s been very, very productive.” Would they recommend Wilkerson to other jewelers who want to enjoy their golden years? Absolutely! “Call Wilkerson,” says Laura. “They can help you achieve your goals so you’ll be able to move into retirement comfortably.”

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Dave Richardson

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

mm

Published

10 years ago

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

Related Topics:

click to Comment(Comment)
Advertisement

SPONSORED VIDEO

This Third-Generation Jeweler Was Ready for Retirement. He Called Wilkerson

Retirement is never easy, especially when it means the end to a business that was founded in 1884. But for Laura and Sam Sipe, it was time to put their own needs first. They decided to close J.C. Sipe Jewelers, one of Indianapolis’ most trusted names in fine jewelry, and call Wilkerson. “Laura and I decided the conditions were right,” says Sam. Wilkerson handled every detail in their going-out-of-business sale, from marketing to manning the sales floor. “The main goal was to sell our existing inventory that’s all paid for and turn that into cash for our retirement,” says Sam. “It’s been very, very productive.” Would they recommend Wilkerson to other jewelers who want to enjoy their golden years? Absolutely! “Call Wilkerson,” says Laura. “They can help you achieve your goals so you’ll be able to move into retirement comfortably.”

Promoted Headlines

Most Popular