Home > Ideas > Taking Orders or Giving Advice?
  1. Anantha Kumar
    May 19, 2012 at 5:39 pm

    Thinking differently, how about making customers choose you? What you should and shouldn’t do is in your own hands, isn’t it? As a sales person, homework is extremely important and a successful one meticulously analyses as to which is the best place to invest, so that he can fruitfully harvest.

    Once preparation is done, Steve Jobs, Bill Gates, u-name-anyone are all equal, as far as the customer portfolio is concerned. At the end of the day, they need solutions and the salesman needs money. Pretty simple equation.

    You have concluded well Jayadev. Change is the only thing which is constant and not only in several management lessons, but also in realtime, this is distinctly visible at everyone’s workplace.

    BTW, when did AK Antony change his portfolio from Defence to Foreign Minister? Did Sonia “SM”ack SM Krishna?

    • JayadevM
      May 19, 2012 at 5:49 pm

      Anatha

      Thank you for reading and for noticing the error – I am correcting it right away. A K Antony still is the Defence Minister – one of my infamous Freudian Slips!

      • Anantha Kumar
        May 20, 2012 at 7:04 am

        Jay,
        Whatz ur response 2 the first few sentences, which were posed as a result of my thinking differently?

      • JayadevM
        May 20, 2012 at 7:38 am

        Anantha

        Your suggestions on preparation are valid and have been discussed in other articles at my blog.

        I wish it were as easy as you have suggested – that we prepare well and keep ourselves primed and the customer chooses us based on our track record.

        Getting chosen is the privilege of few and even then there is the matter of moulding you solution to this customer’s unique situation and forming a relationship – choice by customer only opens the door you still have to win trust and sell.

        For the majority of the organisations out there the product needs selling. The question is: Who do we sell to?

        Choosing your customer is an ongoing activity – you may decide to work with one set at an early stage of your career or venture but move elsewhere for business later on because the philosophies and styles don’t match or you were really in need for business earlier and had compromised.

        The process of choosing and working with customers has been listed here. It’s about the person and the organisation you are dealing with. This needs a studying, understanding and a clearly thought out strategy.

        Even when you have a good product there would be people out there who wouldn’t buy from you because they think you aren’t worthy of their custom – if you rub them the wrong way you lose.

        How you sell to Bill Gates would be way different from how you sell to Steve Jobs!!

  2. Jamy
    May 19, 2012 at 10:07 pm

    Customers can be chosen only to a certain extent in the hospitality industry; the quality and publicity of the products and services involved would invariably decide the kind of customer who will chose your property.

    These days everyone is looking for value for their hard-earned and not easily given away money which means that we service providers need to be on our toes ensuring that we deliver the goods day in day out on a consistent basis. Well, we say every customer is a VIP; true that everyone should be treated like one, but there is nothing wrong in utilising some of our customer’s natural abilities like socialising and ability to network at a rapid pace to our advantage. Some customers are part of huge well-off families or associated with businesses or societies where word-of-mouth from the most influential person could result in a hotel getting god business.

    Having said that, it is up to us to constantly be in touch with our customers and in certain cases customising the services to suit them without ignoring the basic needs and expectations of the other guests in general.

    A certain amount of time and budgeting should always be kept aside who are born complainers but are actually loyal to a brand or product; that is something we have to live with and once they get their fair share of attention, they are usually harmless and in a lot of cases very useful in the long run of keeping the business alive. 🙂

    All the above is easier said than done unless you take the time to meet with and get to know each and every one of your customers for the following reasons-

    * Repeat customers, if dealt with properly shall always remain loyal and would also bring in extra business through get referrals

    * First-time customers give you such a fresh opportunity to be converted to repeat guests and then to be utilised for creating a new customer base

    * High maintenance customers can also bring more business because they are getting what they need 🙂

    * And finally, once you finish profiling customers and ascertain their profession, affiliations, lifestyle, hobbies and networking capabilities, then it is a simple case of handing over this information to the sales and marketing as well as the Catering / Convention team to generate more business.

    Is the Customer always right? I really do not care, but I would most definitely make sure that they are made to feel important so they do not get a chance to think about whether they are right or wrong- they give me orders or take my advice because ultimately if the product/ services I offer are of a high standard, the customer is coming to me thinking he is the boss and acting that way and I am happy for the business and advice them about how I can make their vacation more memorable!!

    I’ll take them all- Win, Win situation!! 🙂

  3. May 20, 2012 at 8:18 am

    Jay what you have written is true….the varieties of bosses and customers one finds are endless….i have had a boss who never smiled at work,was strict to the point of being dictatorial,was the most talked about boss and the most hated one too.The moment he stepped out of the office premises he was the most jovial and pleasant person one could find…we finally found out that he was that way because he did not know his job and being high handed was the only way he knew to get his job done.And about customers we were always given to understand that customer is King….but i would not agree on that because most of the time a lot of them just take advantage of their kingly status….it is very true in the service industry…keep writing more about this…the openings are endless

    • JayadevM
      May 20, 2012 at 8:45 am

      Hey Catherine

      Your anecdote is extremely useful – it highlights the profile of a bully: someone who uses aggression to hide one’s own inadequacies or complexes.

      Thank you for the support and look forward to hearing from you again!

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