Last March, I walked into Canton Lawn and Snow, the lawn mower and snow blower repair shop, where I go each year to get my mower blades sharpened. Todd, the new owner, asked me if I also needed a spark plug, air filter and engine oil. I told him I wasn’t sure if I had enough oil and I didn’t think I needed a new spark plug. Did I need a new air filter each year? He went on to explain to me the importance of protecting the investment in my $500 lawnmower by changing the oil, air filter and the spark plug each year. Todd also mentioned that he was offering a special kit that included all three items for a discounted price. How could I refuse?
Todd was doing two things that every business owner, manager and employee should be thinking when they have a customer in front of them. That is, to educate their customer, think through their ultimate needs, and make it easy to purchase everything at the point of sale.
When you think about it, you can actually do your customers and clients a disservice if you do not suggest additional products and services that your company can provide to them when they are making their initial purchase. They may not see the connection between what they need and what your company offers. By helping your clients and customers do this, you are providing several additional benefits that can differentiate you from your competitors.
By educating them, they gain additional information to make an informed decision, and with that, they protect their investment, by making the additional purchases. Another benefit is, they are saving time by not having to go elsewhere to purchase what they are eventually going to need at a later time. And finally, if you can, offer them all of this at a savings, and you add the benefit of a lower price.
By asking questions and educating your customers and clients, you can really help them by providing them with the services and the products they ultimately need and want.
Tom Borg is president of Tom Borg Consulting, LLC. He is a business consultant, speaker, coach and author. He helps companies and organization become more profitable by increasing their value and lowering their costs through the professional development of their managers and employees. Please see more of his blogs at customerservicejobs blog and view additional job postings at Nexxt
Todd was doing two things that every business owner, manager and employee should be thinking when they have a customer in front of them. That is, to educate their customer, think through their ultimate needs, and make it easy to purchase everything at the point of sale.
When you think about it, you can actually do your customers and clients a disservice if you do not suggest additional products and services that your company can provide to them when they are making their initial purchase. They may not see the connection between what they need and what your company offers. By helping your clients and customers do this, you are providing several additional benefits that can differentiate you from your competitors.
By educating them, they gain additional information to make an informed decision, and with that, they protect their investment, by making the additional purchases. Another benefit is, they are saving time by not having to go elsewhere to purchase what they are eventually going to need at a later time. And finally, if you can, offer them all of this at a savings, and you add the benefit of a lower price.
By asking questions and educating your customers and clients, you can really help them by providing them with the services and the products they ultimately need and want.
Tom Borg is president of Tom Borg Consulting, LLC. He is a business consultant, speaker, coach and author. He helps companies and organization become more profitable by increasing their value and lowering their costs through the professional development of their managers and employees. Please see more of his blogs at customerservicejobs blog and view additional job postings at Nexxt
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