If you feel angry or depressed about the latest
economic news, do not despair. You are not alone. But, be careful what you
believe because your mindset might sabotage the results you seek.
What is better than cold-calling? Making the
phone ring. A salesperson who pushes a client to buy at the wrong time is at a
disadvantage and vulnerable to combative negotiations. But when a prospect
calls you, the game changes instantly. It is a sign he is ready to buy.
This is the last in a series of three installments
designed to help you manage the customer experience. I offer you some ideas to
make the client experience more enriching after the sale has been finalized,
when the work actually takes place.
Roofing contractors are continually asked to provide
technical decisions by building owners. The most frequently asked question -
particularly in these tough economic times - is whether the roof needs to be
replaced or if repairs can be made to extend the service life.
This article is the first in a series of three I will
offer you on “Managing the Customer Experience.” It is inspired by the comments
I get from roofing contractors that are struggling to differentiate themselves
from competitors.
During my most recent sales management seminar,
a program I conduct four times per year, I was struck again by the common lack
of structure I see in sales organizations. Nearly every company I have worked
with in my career has a very clear operational plan for production, delivery
and installation services.
Cold process systems consist of multiple plies of reinforcement
sheets that are set in a cold adhesive (solvent based or water based). These
systems are often referred to as cold process BUR systems because the
application procedures are similar to hot applied BUR systems.
My clients often engage my services to write copy for their brochures and Web sites. Most contractors believe they are promising a customer-driven experience. This was the case with one client who I had to challenge on that belief. I noted that the webspeak of his Internet site told a very different story. “Webspeak” is the language and implied message of your Web site.