Matt Homann, of the Non Billable Hour, shares a great video about a small bike shop that is building custom bikes.
I frequently think that most sales interactions (think car, home or similar purchases) would benefit significantly if the sales person would ask questions like:
- Who are you?
- What kind of person are you?
- What are you interested in?
- What are you not interested in?
Knowing the answers to some of the above could make the difference in offering exceptional service and really helping customers to purchase solutions that are adequate for their needs. Although the lessons from the small bike shop probably are not easy to apply in mass production environments, there are a lot of useful ideas that could be used to improve customer service.
As Seth Godin reminds us, sometimes small is the new big.
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