... there is no subsitute for paying attention.
- Diane Sawyer
Trip
WALKING into the local grocery store the first week in January, I nearly tripped over a pallet of Slim Fast. I smiled at this excellent piece of "prophetic marketing" - knowing what the customer wants before she wants it.
The owner of this store knows that with each New Year nearly every American resolves to lose weight. The diet related products are in place on New Year's Eve. And he follows this marketing strategy all year long. In February, ice chests will line the high traffic areas within their stores. Outdoor accessories are on display weeks before spring arrives. School supplies are on the shelves by the end of June. This business owner anticipates each season months before its arrival.
How can you adapt prophetic marketing to your business? What seasons do your customers follow? Are they sports oriented? Do they own a boat? Do they follow the hunting seasons? Answering questions about your customers' seasonal inclinations will offer clues that enable you to anticipate their personal needs.
Another way to anticipate your customer's needs is to be sure you have everything required to use your product. For example, my wife went into a store to buy a mailbox. She picked out one made out of wood. An alert salesman pointed out that she would need to weatherproof the mailbox. He then proceeded to take her to each location for the other products she needed - sealant, sandpaper, brush, paint thinner.
Identifying what your customer wants before she wants it can place you in an invincible position. Any business can furnish customers what they want when they want it, but to give a customer what they want and how they want it before they actually want it, is Customer Service that knows no equal.
TURNAROUND TIP: This level of Customer Service is all about strategy. Below are three more ways you can learn to "read your customer's mind."
1.Help customers to identify their needs. Some people don't plan for their needs until they become urgent. Convince them of the value of pre-planning. Understand in detail your customer's business to see where your product fits in.
2.Make it a group effort. Get together with your colleagues and share information about customers and their product or service requirements. Cooperation is the key to making your business successful. Discuss ideas on problem prevention. Share current resources of information about each cust-omer.
3.Explore all of the capabilities of your products in relation to each customer. You may find that your service or product can help customers in ways they hadn't imagined. Be sure your clients fully understand all of the uses for your product or service.
By using these strategies, you will gain loyal customers, increased sales and less stress from unforeseen problems.
Needs Based Selling - Reading Your Customer's Mind
ike Dandridge md@theperformancepro.com Mike is the founder of High Voltage Performance, a consulting firm that specializes in designing customer experiences for the industrial marketplace. He is a keynote speaker and a seminar leader with 25 years experience in electrical wholesale distribution. Dandridge is author of, The One Year Business Turnaround, a book based on his years in wholesale, containing a year’s worth of ideas for improving your customer service. You may reach Mike at 254-624-6299. Visit his Website at http://www.highvoltageperformance.com. Subscribe to his blog at http://www.businessturnaround.blogs.com.