Is Your Business Client-Repelling? | Sales Strategies

I recently referred a friend to my insurance provider. Disappointingly, when she called the insurance provider, the receptionist provided wrong information and told my friend that no agents were available to further assist her because everyone was working from home.

What just happened here? That insurance company instantly became client-repellent. The receptionist sadly turned away a new piece of business. It doesn’t matter if your business is soaring, struggling, or trying to stay afloat, you can’t afford to turn away new customers—especially customers who’ve been referred to you from a trusted source. 

How do you prevent your business from being client-repellent? Here are three strategies.

1. Communicate. 

Ensure everybody in your organization understands the importance of being customer-focused. If they don’t, that’s your fault as a leader because you haven’t communicated it to them. Indeed, it starts with communication and setting the right expectations. 

2. Train.

Take a look at your whole organization—every single point that intersects with a customer—and make sure that all of those employees are trained. Set the right expectations for scripts, flowcharts, and cheat sheets. Make sure they have checklists that they can follow so when you’re not around, they still know what the expectation is.

3. Coach.

Lastly, it’s imperative to coach your employees—whether it’s one-on-one or in a group session. In particular, coach by sitting next to them while they’re taking live calls. Record, gain evidence, and provide feedback on what you’re hearing, what you want changed, and what you want them to accomplish more. 

Indeed, make sure you are communicating, training, and coaching your employees. Those are actually simple and standard processes in sales. We just sometimes forget that every single one of our employees that intersects with the customer has the ability to either increase or decrease our sales.