8/7/2023-Servicing vs. Selling

Not all servicing scenarios present an opportunity for you to slip into selling mode, but be aware of all your opportunities with clients to discuss your value.

Because you’re an incredible seller, you convert a lot of prospects into clients.

Even if your company moves your customer to service personnel after the initial transaction, you still may be personally involved in servicing activities.

But don’t ever forget that Alec Baldwin was right in Glengarry Glen Ross: ABC!

Every interaction with a client is a closing opportunity. Don’t ever stop selling, upselling, re-selling, cross-selling! Every interaction equals service conversations too.

Constantly talk about value to your clients…even when fixing problems.

Today, talk about your offering’s value in conversations with clients categorized as service calls.

Try this line: "This we’re working on is because of how our company does X, and that value to you is yada yada."

Especially if the service call is highly technical and detailed, make sure you explain the why so your customer doesn’t only focus on the problems.

How about this line: "X happened because of this and that, and we do it that way because we’re trying to deliver ABC value to you."

You know your product / offering is imperfect; that means servicing opportunities may occur as soon as the ink dries. Any interaction with your customer is deemed good, even those times when they might be piping mad from an error or execution snafu.

That’s okay; it happens. You’ll fix it.

Every interaction short of an emergency (when clients are irate) must be viewed as a selling opportunity.

After the sale has been made, the TOP 10% don’t think about selling or servicing because they’re ALWAYS sneaking benefits into their conversations with buyers. You’re the best judge on how/when to shift to selling mode, but the point is don’t lose an opportunity to learn about your customer and their needs.

Your customer may need more of what you got, and servicing conversations could be the path toward helping them spend more with you!

It’ll be hard for you to believe that the stars featured in this video are unpaid, but believe it. And it’s doubtful there was any rehearsal at all.

Try not to choke as you laugh with them for the ultimate "Service is Seling/Selling is Service" music video. It’ll cost you 3 minutes of your life, but deliriously delighted you will be.

($100 coming your way if you can make it through the full video.)