8/8/2024-Sell when you’re servicing

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.

Even if others in your company are charged with servicing customers, you may wanna stick around a bit after you’ve made the initial sale.

Regardless of who on your team touches the customer, every interaction is a selling opportunity.

Don’t ever stop selling, upselling, re-selling, cross-selling! Constantly talk about value to your clients…even when fixing problems, talking about processes, or handling administrative issues.

Today, deftly integrate value points about your offering when speaking with your customers on 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."

If the service call is highly technical, emphasize the why; first, your customer forgets the why, and second, it’ll help them minimize the problem.

Here’s another line that may help: "X happened because of this and that, and we do it that way because we’re trying to deliver ABC value to you."

You are very aware your offering is imperfect; that means servicing opportunities may occur as soon as the ink dries on the contract (…alright, as soon as the DocuSign is done.)

Interacting with your customers is a great chance to reinforce your value, even when they might be piping mad from an error or execution snafu.

That’s okay; stuff happens. You’ll fix it. And, of course, you’ll focus on the fix.

BUT, every interaction short of when clients are irate must be viewed as a selling opportunity. A soft-selling opportunity.

The TOP 10% don’t consciously 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!

Make sure you laugh with the wonderful folks who made this "Service is Seling/Selling is Service" music video. (Oh boy…)

It’ll be hard to believe these performers are unpaid…but seeing is believing. (It’s doubtful there was any rehearsal at all….you’ll especially enjoy the woman reading from her script.)