Customer Value and Responsiveness

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However, there seems to be one commonality across all customer accounts when defining value. It is responsiveness. It usually does not get mentioned as a value add item, because it is universally expected.

Too many large customer relationships are put into jeopardy because the account team did not pay the proper attention to a client raised issue or inquiry. No matter how big or small the issue may seem, if you don’t address it, it will often come back to bite you.

Things that seem trivial to you as a salesperson may not be to the client. If the customer raises an issue, treat it as an issue. Remember, customer relationships are tremendously important in sales. By making their concerns, your concerns (when you can impact the outcome), you will give your personal brand a boost.

Confirm with the client what the issue is and how they would like it resolved. Determine how you can resolve it and work with the customer to find common ground. Remember, it may not make sense to “give in” on all of the customer’s issues. You might need to get creative.

A paper trail is important as not all clients are perfect. If the customer has a role to play in resolving the issue, get an email trail. Confirm everything through email and keep the records for your future reference. It could protect your backside sometime down the road should things change with the client.

Remember, customer value means a lot of things to different people. Responsiveness is expected. If it is missing from your customer relationships, your retention rate will not be healthy.

Don’t let the little things take away from your selling success.

Get out there and win.

Good selling.

Check out another article about customer value