Home > Sales Techniques > How personal can we get before we overstep?
  1. Jamy
    December 6, 2012 at 7:54 am

    Jay, in my line of business, this is something that can make or break a guest’s vacation along with creating the right first impression. Over a period of time with experience you learn how to anticipate guest’s needs by paying very close attention to their body language and also take into consideration the time of the day, how long they been travelling and where from, their dressing and of course their age and facial expression as they first step into the resort.
    A guest whose sole aim is to get through the check-in process quickly should not be constantly interrupted with small talk and offers of a welcome drink, rather be zipped through the registration and when on the way to their room be offered the drink to be delivered to the room rather than wait for it in the lobby. Similarly, a guest who steps out of the vehicle and immediately starts chatting with everyone should be offered the welcome drink and asked to be seated with it which also gives the Concierge team a great opportunity to promote the different restaurants and theme nights and get the guest interested in what the hotel has to offer thereby generate good revenue.

    Certain guests only want to interact with management and they should be granted their wish without question and they usually come around very slowly as they get the feel of the resort.

    A lot of employees make the cardinal mistake of giving repeat customers all the extra attention which gives first-time guests the impression that they are being neglected- again you learn this with experience and guide your subordinates accordingly.

    You are spot-on Jay- there are many ways of building relationships with our customers and it is upto us service providers to carve out the right path and customise it to each situation and/or individual or business to get the right fit.

    Jay, a subject very close to my heart and something I am very passionate about as a Guest Relations Manager 😉

    • JayadevM
      December 6, 2012 at 8:08 am

      Brilliant!

      So much information for the new and young professionals visiting this website; why, even the experienced hands can pick up some tips!

      Thank you, Jamy! This is fast becoming your blog too.

      I’ve just got an idea …. Why don’t you write an article on Guest Relations that I can post at the Sales Coach Blog as a Guest Post!

      • Jamy
        December 6, 2012 at 8:24 am

        Wow! what an offer and thanks for the compliments…. would be more than happy to support you in whatever possible way. Will give it my best shot!!

      • JayadevM
        December 6, 2012 at 8:33 am

        Brilliant! I look forward to hosting that article.

  2. Suresh Nair
    December 7, 2012 at 7:14 am

    Jay,

    Maybe it is an other aspect of our personality in general that would have created the lack of initial ice breaking and bonding which you were attempting to create in the meeting as you have described.

    Many a times in my long years in sales, I have come across people who are trying to break their past and roots and are trying to remould and project themselves different from the stereotype characteristics. They are usually distant and even offensive, when they feel they are forced in situations where they are expected to respond or behave as per the typecast norms. This in itself is a long topic and I am sure you are more of an expert to comment or write on the same.

    Suresh Nair

    • JayadevM
      December 7, 2012 at 3:49 pm

      Hi Suresh

      I just completed a response to another reader who was asking me to look at the situation (problem) from another perspective and I agreed that it made sense.

      Your submission carries merit too. Yes, people do behave / present themselves in many ways for all sorts of reasons.

      When we are there to influence, persuade or sell it makes sense to device strategies that can help to keep the mood positive and facilitate progress in the transaction. And as we meet the person repeatedly we can attempt to remove that mask or find out from other source the reasons for that mask and we can work around it.

      Thank you for suggesting a new look at the situation.

  3. December 7, 2012 at 4:31 pm

    Dear sir,
    happy to read your blog and more happy to learn that sales coach completes one year and appreciate your efforts put-in for the same!

    Now, the article is great! something which makes sense for everyone involved in the process of business, and I’ve a feed back, here you mentioned about personal questions you raised before someone on a first-time-meeting with him. now how good it would have been, if those questions were asked on a second time meeting, i mean a meeting which you can do with him after you close a business deal with him! May be if you can go personnel on a post deal meeting, then it can result in a good loyalty relationship promising quality sales numbers in future.

    • JayadevM
      December 7, 2012 at 4:52 pm

      Hi Annandhu

      Thanks a lot for the words of appreciation.

      But more than all that I am happy that my student found time to read an article at my blog. 🙂

      And then he posts a great comment too.

      Your analysis is pertinent and merits thought. Yes, at times it makes sense to stick to business and finish it before moving on to the personal details – maybe in a more relaxed setting.

      But these days only big business gets discussed that way – the regular sales conversation is in an office setting and the sales person usually gets just a 15-30 minute window (maybe less) to complete all talk. So he has to fit everything into that slot.

      Maybe the 2nd call or when the customer is more relaxed – these are things the Sales Pro needs to consider.

      Thank you for sharing those thoughts!

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