I had a beautiful Border Collie, Sharnie, and I loved to watch what she did when we were out walking and came to a tennis court. Sharnie would always head straight for the courts and start sniffing. After a few minutes, she invariably came back with a tennis ball which she wanted me to throw for her.
So why am I mentioning Sharnie?
Simple!
Sharnie always got what she expected. She expected to find a tennis ball and always did.
And life is no different to that for us. We get what we expect.
That’s why it always annoys me when owners of businesses tell me they can’t get their team members to get those most important contact details of customers.
The “how’s things?” call is one of those techniques every businessperson should use.
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The owners always tell me, “The team members don’t like asking for a customer’s details because it annoys the customer and they don’t want to give them.”
That’s simply not true!
In most cases, customers will give that information if they are asked in the right way.
There are many right ways but one of them is to say, “By the way, from time to time we have specials. Can I have your details so we can let you know about them?”
The problem is the team member expects to get a knockback and therefore gets what they expect.
Just like Sharnie!
Teach your team members both how to ask and to expect to get the information and, guess what, they will!
This is the lifeblood of most businesses… staying in touch with customers and bringing them back is essential.
If team members don’t want to ask for contact details after you have trained them, make it easy for them to work for somebody else and ruin their business!
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