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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

Retirement Made Easy with Wilkerson

The store was a landmark in Topeka, Kansas, but after 80 years in business, it was time for Briman’s Leading Jewelers to close up shop. Third generation jeweler and owner Rob Briman says the decision wasn’t easy, but the sale that followed was — all thanks to Wilkerson. Briman had decided a year prior to the summer 2020 sale that he wanted to retire. With a pandemic in full force, he had plenty of questions and concerns. “We had no real way to know if we were going to be successful or have a failure on our hands,” says Briman. “We didn’t know what to expect.” But with Wilkerson in charge, the experience was “fantastic” and now there’s plenty of time for relaxing and enjoying a more secure retirement. “I would recommend Wilkerson to any retailer considering a going-out-of-business sale,” says Briman. “They’ll help you reach your financial goal. Our experience was a tremendous success.”

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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

Continue Reading
Advertisement

SPONSORED VIDEO

Wilkerson Testimonials

Retirement Made Easy with Wilkerson

The store was a landmark in Topeka, Kansas, but after 80 years in business, it was time for Briman’s Leading Jewelers to close up shop. Third generation jeweler and owner Rob Briman says the decision wasn’t easy, but the sale that followed was — all thanks to Wilkerson. Briman had decided a year prior to the summer 2020 sale that he wanted to retire. With a pandemic in full force, he had plenty of questions and concerns. “We had no real way to know if we were going to be successful or have a failure on our hands,” says Briman. “We didn’t know what to expect.” But with Wilkerson in charge, the experience was “fantastic” and now there’s plenty of time for relaxing and enjoying a more secure retirement. “I would recommend Wilkerson to any retailer considering a going-out-of-business sale,” says Briman. “They’ll help you reach your financial goal. Our experience was a tremendous success.”

Promoted Headlines

Most Popular