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To say that we are living in a new age of Customer Service is a gross misrepresentation of how drastically things have changed over the last decade or two.
Yes, the Internet is arguably the greatest invention in the history of mankind. The advances that have been made possible with the omnipresence of information is incalculable. But not all that came with the internet is good.
Everybody thinks they're a star. Everybody thinks their opinions are to be taken as gospel. The internet provides safety where perhaps it shouldn't, but for businesses and the way we do things as owners therein, the last few decades have meant constant adaptation.
One of the most glaring examples of this change is the fact that a "no" isn't always received in the same manner in which we have grown accustom. In the old days; in offices full of papers and pencils and machines no longer identifiable, rejection was quick. It stung. The ones in which a lot of effort had been poured and a lot of strategy had been laid....those really stung, but you got your answer at the presentation table and you moved on.
Today, that's not the case. Your "presentation" is only a small part of the information you are expected to provide prior to the sale. Here's a few of the other ways in which you are expected to deliver "Decision-Making Materials" to your prospects today:
- Your Website must be informative - They'll spend a lot of time on your site before you ever get a chance to talk to them. Stay up-to-date on what information is being relayed by your competitor's sites because the differences in the two could be the deciding factor.
- Social Media is a given. Your business can't survive without it, so find a voice and speak it often! That sounds silly, but the more material (Content) you put out there for your prospects to consider, the longer they spend seeing "Your" message. It doesn't matter if it feels like you've posted the same material a million times. Keep posting it in as many ways as you can think of. You never know which one will grab their eye.
- Google is the King of the web. Playing by their rules and taking advantage of the many, many resources they make available to you is essential to your success. Advertise where people are. Google IS where people are.
- Google Maps - That's how they find you when they're actually out on the road looking for "you" or someone like you. Let that one sink in.
Think about it...all of those ways that potential clients research you and form an opinion of you prior to your first meeting. If you have incoherent messaging across your Online Presence you're probably going to lose a lot of sales for which you never even knew you were in the running.
If, after all of their research, you are still given an opportunity to sit down and present your case as to why you should be the HVAC company they trust for their 9 locations with 13 rooftop units each and a yearly maintenance schedule that brings a smile to your face as you read these words...your follow-up game better be the strongest of anyone they've talked with yet.
You better make sure that you keep your name and your plan in the front of their brain without annoying yourself into a blocked contacts list.
Let Trending Up Digital help.
Sit down with us. In less than an hour, and in plain language, we can show you exactly what you need to improve and how you need to improve it. No industry jargon....just simple A,B,C scoring systems.
800.852.8676
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