Interpersonal Business

Those who’ve survived in business have done so by never deviating from their model of insuring a positive and rewarding customer experience. Now’s the time to analyze just how user-friendly your company is. Make sure everyone on your staff understands their importance in the total “sales process.” Create a customer experience mission statement, including minimum standards of performance, and then provide the training to fulfill the objective. It’s time to dazzle the marketplace.

Assume that the customer is always “right,” unless they are misguided or misinformed. We must be prepared to “inform” them of our value, in addition to price. Relationships rule American Business; bank on it and promote it. Those that are misguided need your “leadership” and clarification. Provide a public service!?!

Don’t let the camouflage of others’ rationalizations affect your outcome. The bottom line is, “what is, is.” A collective strategy will insure victory in the field. Take full advantage of your strengths. Present the facts; don’t allow others to form contrary conclusions. We must leave our own product perceptions at the door. Be creative with assortments; pick a product of the week and present it at every appointment. Become greater involved in the product development process. Share what you know.

How we see ourselves is as real as real can get. Our self-perception can easily preclude, limit and eliminate our ability to learn and succeed. How others perceive us is often so important that we compromise our standards in order to please. Management must be flexible, decisive and, above all, consistent; lead by example. In viewing others, it’s easy to jump to conclusions. Always remember that if something simply doesn’t make sense, there is more to the story.