Pursuit of happiness

There are many movies about sales and salespeople. However, "The pursuit of happiness" with Will Smith is a must. Evey time I see it it hits me with something new. Something that strenghtens me... Today, I would say it's: appreciate more what you have and take care of it in the best way you can. Thank for it and go forward.

Selling is about continous move forward, stubborn, systematic walk towards success and failure. It's a rollercoster of emotions, which should give you a lot of happiness along the way. But mainly, bring you home safely.

Serviceman did a job well and left

A printer serviceman was called in to our company to fix a printer. He was recommended by our boss who used his services in past. He worked for almost 3hours abd when done, described to me what he did and gave me an invoice to sign. Then thanked, packed and was going to leave. I stopped him at door and asked: What's guarantee on this service?
S: 6 months Ok, what's after?
S: There should be another maintanance So will you contact us in 6 months?
S: Oh, should I? Who is selling here? Me or you?
S: I am? Ok, so I will call you in February! Unless something happens and you call me first. Ok, great. Thanks. Bye.   ...

When you do your job well: - leave your contact - in this era I have no idea how I found you... and I called 10 other specialists in the meantime - ask me for referal to my friends or business partners - give me a leaflet - schedule next visit or check up Don't be shy, be proud. You did well, you fixed my problem and I'm happy. Don't waste this relationship and margin it to the level of invoice and payment.  

COSTA "Window in"

I am a passionate about coffee and sales. Therefore I came up with the idea for COSTA coffee shops. Why COSTA, well it is in my neighborhood, however it may work for any other brand.

The story As a young parent I made kilometers while walking around with my son in his early months. After long battles of making him fall asleep I was making very long walks (2-3 hours), unprepared, in cold and warm weather - various conditions. The main dream was to have a coffee - to waken up, get warm or cold (ice coffee!). However, entering the coffee shops equals waking up of a kid. Mainly because of change in temperature, noise and smell. All the things that in normal conditions make those places so magical. However not when you are doing all your best to keep the baby asleep as long as possible.

Solution "Window in" where I could knock and make and collect an order. I understand that the buildings do not allow such solutions (architecture style, building infrastructure and other obstacles), but the staff in most coffee shops is kind, and after a knock, smile and wave of hand they could react and step out to collect/deliver an order. This would be a game changer for many young parents, who are somehow "disabled" in operation of ordering a coffee while being on a walk with a kid. Also, what a great story to share in PR-marketing-CSR campaign? :)  

Do not secretly sell me more than I need - Pharmacy case

I recently got sick and got prescription and recommendations for 3 day cure at home. I went to the pharmacy, handed over the notes from the doctor and waited. As most of clients at pharmacy, I was sick, but alerted, I was handed a medicines in large packets each (30 pills x 3 drugs = 90 pils, while I needed 3 days x 2 pills = 6 pills). The pharmacists didn't even bother to look at doctor's recommendations or ask me about the details. My sober thinking got into speaking and I asked for smaller portions which I was given without a problem, but only when I asked. The situation felt wrong, as because of my sickness, someone was trying to take advantage of me by selling more than I required. This practice is unfair and won't make long term relation. This was local pharmacy where employees should try build a connection, rapport which would result in continuous visits - returning, loyal customer. Never take advantage of your customer. Don't sell more than it is required. It will payback in long term!

Don't keep your shop open if not necessery - Simply Market case

I am loyal customer of Simply Market (Auchan brand) in my neighborhood as it is small, but has all the products I need. However, I recently discovered few times, that's it is pointless to do weekly shopping on Sundays after 5pm, even though shop claims to be open until 9pm. Why? Because there are no fresh vegetables, fruits, meat & fish. So the main ingredients of every meal are missing. There is a risk that customers who visit on Sunday after 5pm will create a negative opinion which will spread out, that the shop is empty and not worth visiting. And with the high competition of 4 other supermarkets in 5 minute distance, that could harm.

First solution

• Close the shop at 5pm. If it is not managable to deliver and stock those products on Sundays, "simply" do not do it. I'd rather come to your shop when you are ready to host me and deliver products/services you provide to the highest quality and standards. Also, your staff morale will increase, as they are ashamed that the store is not delivering on the promise.

Second solution

• Fix the problem. It can't be that hard to manage products - estimate how many customers visit you on Sundays and deliver.

  Overall opinion to this case:

1. Invite customers only when you're ready to host them and deliver on your promise (service/products).
2. Don't be afraid to close. It's better that I won't enter and postpone my visit, than enter and see you unprepared. You work long for your reputation, but you loose it in second.
3. Check on your staff and let them express their opinion about running of the shop.

Cross sale in confectionery

My son recently had his first birthday and for that occasion we have thrown a party. My wife ordered a cake with Winnie-the-Pooh, which turned out great. However she asked me to pick it up and gave me all advices not to destroy it (be careful! keep it on the floor in a car! drive slowly!). So I went to the confectionery to pick it up. While purchasing I have asked for a candle (they make nowadays fancy once with a number!). How shocked have I been when a sales person said that they do not have any... Seriously? You are selling birthday cakes and you do not have any products to support, fulfill? I would have:

• candles - with the numbers and regular - in all funny shapes and colors
• cards - for any occasion (birthdays, weddings, 18, 30, 50)
• ribbons
• balloons
• fancy packaging for the whole cake or small portions (for guests that didn't come)
• napkins for cake
• decorative plates and cutlery (plastic)
• name tags
• plastic hats for the party
• frame for the photo with the cake

I would turn this single sale to the complete package - and I would bet that this would save a lot of hassle to many customers = make them happy! ... Instead I had to go to 5 shops to find old, regular candles - and I had to purchase whole package, while I needed only one... (there is not enough for my birthday unfortunately...)

Are language tutors your sales people?

I recently had a discussion with a friend who is a language tutor. He explained a lot about the language school and how it works, and that he needs to try every lesson, puts a lot of effort to make every meeting a valuable experience for the student - on one-to-one and group classes. He explained that if he don't he would loose the class and the students. Then I realized that the value of each language school is apart from the obvious - good methodology, international certifications, approachable locations and equipment - are its tutors. People who lead students through language training, step by step, level after level. They are on the front line of customer service - they deliver the service, but also take comments, helpdesk and assistance. They are indeed the key to the business. So why language schools do not treat them as their sales people and pay commission for each return student? After all, its because of them that this students stays/returns for the course, because they feel the progress, taken care off and appreciated. Wouldn't this increase the overall service quality if the tutors see that not only do they get paid for their job but for sale? If they see the connection between those two, they would invest more time in preparations and learn more about each student qualifications and needs. The outcome of such approach would be beneficial for each side:

• Language school would have more sales people engaged in keeping the customer (happy customer recommends to friends and family = more new customers).
• Student receives better service and more attention.
• Tutor as a sales person is more focused and engaged in the language school activities (stronger connection with employer), as the potential profits are on horizon, and they are directly connected with the performance.

As the popular British social campaign slogan said: "It's all in our hands". I strongly recommend to share a piece of cake with your employees, as it is better to have a big cake to share, rather than having only a piece, that can't be shared. Find a potential sales people in your organization, these are the people who will take your organization to the next level.