By GERMÁN SÁNCHEZ HERNÁNDEZ… Editorial director of Entrepreneur
Prepare your home strategy
1. The first impression is key. You will never have a second chance to make a good first impression. Therefore from the beginning focus on satisfying the desires of the customer and not concentrate only on submit an offer. If your home is weak, the end will be the same. Make the first meeting to convince your consumer is – through a good deal – that you are your best choice, and, of course, that they are also important to you. Otherwise, you will then have to work very hard to change a bad first impression.
2. Draw a plan to conquer customers. Plan what you will do will give you great advantages to offer an excellent service. Create a plan before dealing with new customers and one for your main accounts. It outlines each of your prospects based on general data and specific needs that you observe. The purpose is to develop specific actions to meet these gaps. Remember that the plan is only a starting point that will have to adapt as appropriate, because each client is different.
3. First listen and anticipate. Once you drew a plan, the second step is called "anticipate". How to do it? It allows that the client explain in detail what you want. Sometimes words are not enough resources for express what we really feel, so it also takes into account the expressions of the face and gestures. When it is your turn to speak, use the information that you catch to present the features of your product or service as the exact solution to the demands raised. Karl Albrecht, specialist in management and a pioneer of the new service economy, explains in his book all the power to the customer that "service excellence is only possible when the expectations of the customer satisfaction has been exceeded". Conclusion: anticipate and go beyond.
4. Select a location for your business. The location is a fundamental point that customers enjoy to go to your business with pleasure and without complications. It takes into account the ways of communication to reach your local and area type, i.e., that is not too disruptive, dangerous or difficult to access. Also a priority have a parking or get an alliance with one close and offers a special rate for your buyers. Nothing would serve that your store design is spectacular and that you have the best products at competitive prices if you fail that people reach you without major obstacles.
You know your customer
5. Study your market. Invest time to be an expert knowledge of your market. Attend trade shows and events deemed important by your consumers. There you will be able to live closely with them. It also takes the opportunity both to see what your competition is doing and to detect what kind of products and services are the most popular. Another option is to keep abreast of the trends of the market through specialized publications and involving you and participating in chambers and associations.
6. Put you in the shoes of your client. A big mistake is to think that the service the customer is a standardized activity and that the same tactics will work to meet the expectations of all. People are unique and special. Put yourself in the shoes of the other party and ask yourself the following question: would I like to treat me: right or wrong? Then offers a deal, at least good. Better still, excellent. It starts with a general plan of care and, depending on the case, specific strategies designed to create a "different" experience for each customer.
7. How to start on the right foot? The secret is to ask the right questions at the beginning and at the end of the conversation you have with a client. Thank you for the time that you have been given and then asked: "Just out of curiosity, why he accepted this appointment?" The most you will have about experiences with different products and companies. You just concentrate on listening. This fact will demonstrate, on the one hand, you have interest, while you will get valuable information and communication channel will be open for when is your opportunity to present your proposals.
8. Get the right questions. A common mistake is to question customers in an incisive way. For example: what objectives you would achieve in your company? Even if you receive a response, it may not be entirely true. Another mistake is to ask: are satisfied with the sales of your business? The reply will be "Yes" or "no", ending with the conversation pit. On the other hand, considers this position: "Based on your experience, do tools, allies or resources need to increase sales?". The question is straightforward and leaves the 'open' response, inviting the consumer to share everything he has in mind. Provides for these situations and prepare before an appointment. Customer will feel that it is against an expert capable of providing an excellent service.
9. What is looking for a customer? When a person purchases a product or service actually are buying emotions. If all have five senses, it causes your consumers to experiment with each of them. For example, going to the cinema is not limited to a movie, but a moment of entertainment that is accompanied by images, sounds, food and drinks. 'Quality' is what you give to the customer. "Service" is the way on how it is going to give. You choose how: delivery of a pizza in less than 30 minutes; a courier service in only 24 hours; If there is no business for you, you back your money, etc.
Strategies to conquer it
10. It shows why they are the best choice. When you're in charge of the first task entrusted to you by your customer, do not forget to provide updated information on your progress. Share all results – good and bad – and resolves problems that arise together. It shows, at all times, you're doing your best and that you work to achieve a mutual benefit. If you succeed, you will not only build a good relationship, but also will create a feeling of satisfaction in your consumer, which will help you improve your chances of winning that account and many more.
11. Focus on the details. To not loves who receive something that surprised him. For this reason, the details make the difference. The strategy is simple: see very well what you like and what bothered by your client, identifies these elements and use them to your advantage to cause a great emotion. Creativity will be your best ally.
12. Solve the problem more difficult.
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