Customer Service Buzz

Recent discussions I’ve had with members about selling in the contact center often  prompt me to remember conversations I have with my 5-year old daughter.  She has a knack for trying to slip in a request for a cookie into conversations that have nothing to do with food.

 “Daddy, I had a great day at school so… can I have a cookie?”, or “Daddy, it’s a beautiful day outside so… can I have a cookie?”

And while I applaud her perseverance, I’m not going to give her a cookie just because it’s nice outside – no matter how many times she asks me.  Unfortunately, this example parallels what I’ve heard members articulate as their typical approach to selling. Read More »

While some of my colleagues may be focused on the NCAA Tourney this time of year, I’m enjoying another annual (US$700 million) phenomenon…Girl Scout cookies!  

I’ve encountered two separate troops recently at my grocery store, and the difference in sales approaches was remarkable.  The first troop was standard, consisting of Scouts timidly trying to approach busy people (who were, in turn, avoiding eye contact and looking guilty).  The second troop, however, clearly had their game faces on.  Not only were they confident in their approach (even offering handshakes to shoppers), but they were actually offering free cookie samples!  Talk about getting people interested in your product!

In watching that exuberant second troop, I had to wonder if they had some extra motivation…something was making them work harder.  Kudos to that troop leader for knowing her sales force well enough to find an effective incentive.  After all, it’s not just ANY incentive that makes someone work harder, it’s the RIGHT incentive.  Read More »