Sales Blog from Sales expert Trent Leyshan

Archive for the ‘Customer Service’ Category

Why you need to activate reciprocity

Sunday, October 26th, 2014

reciprocityI dropped off a suit for some alterations.

The tailor, a short man who possessed an incredibly soothing tone, greeted me with a slight accent and open arms. After some initial banter he suggested I try on a new fabric that had just come in from overseas.

The suit was sexy, but I sighed, ‘Thanks anyway, maybe next time.’ Not willing to concede, the artful tailor replied, ‘Just let me size you up. If you like I how it looks, you can pick it up next week and just pay me whenever you can, I trust you.’

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Exceptional isn’t hard, but it takes thought

Thursday, August 21st, 2014

Bula Customer ServiceTwo weeks soaking up the sun and splashing around in tepid aqua-green waters with my family in Fiji, made coming back to Melbourne in the depths of winter feel a tad depressing.

However, armed with these magical memories I was deeply touched by this charmed place and more so by its beautiful people.

After a five hour flight and 90 minute boat ride, our weary eyes landed upon a miniscule island off into the distance. As we approached the shore, strumming guitars and gentle voices singing tickled our ears. We were here. Paradise.

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Warning: May Contain Traces of Nuts

Wednesday, June 25th, 2014

mixednutsThe most passionate sales people are easily aroused by customers. When they win a new contract, so intense their elation a little bit of wee escapes! Sure, they appear to be normal at first glance, but if you peer a little closer there is something rather peculiar bubbling beneath the surface.

These sales people aren’t just fond of what they sell, they fantasise about it! Removing themselves from the stresses of the everyday sales grind ―to escape to a safe and warm place. That is to say, loving what they sell and believing in it with abnormal passion and conviction.

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Man Vs Customer

Monday, June 23rd, 2014

JungleIs the customer always right?” this is an age-old question that still baffles salespeople.

I’m all for carefully challenging a customer and re-framing the way they see things. In doing so taking them beyond their comfort zone, provided of course, it serves them. This is the mark of a truly virtuous salesperson.

What I won’t swallow are people damaging their employer’s brand by dismissing a valuable customer’s problem or worse turning it into a confrontation.

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Why every customer craves attention and affection

Thursday, April 10th, 2014

gusNot far from where I live there is a petrol station run by an older gentleman whom I call Gus.

Gus is about 160 years (not out) draped in a long white/grey spindly beard, and shuffles in slow motion as he walks from the station office to the petrol pump.

To paint the picture, his station is slightly rundown (ok a lot rundown)  and fails to possess the flashy signage and shiny features many of his nearby competitors display. Yet Gus has something the other petrol stations in his local area don’t have —  he’s got a constant stream of customers.

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Old Gus and his pump: World class service

Friday, November 8th, 2013

PastedGraphic-3How hard is it to find good old fashioned service these days?! I mean the kind of service that makes you feel all warm and fuzzy inside?

The type of interaction between two people that creates such a meaningful experience for you ― you just have to tell other people about it?

We all love great service. So why then it is so bloody hard to find?! Great service is not that difficult to achieve. All it takes is some common sense and a willingness to make other people feel good. It’s that simple. In fact, it’s so easy anyone can do it and it takes very little effort.

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Customers wanted dead or alive

Thursday, July 25th, 2013

imagesAn age-old question that still baffles too many businesspeople is whether the customer is always right.

How you or your team members ponder this question and answer it will provide valuable insights into how your company values and treats its customers.

Is the customer always right?

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The Art of Chen

Sunday, May 12th, 2013

chenI arrived at Sydney airport. I briskly exited the terminal and was immediately greeted by the humid morning air.

I strategically positioned myself in the cab rank and waited in line for my ride. After a few minutes, my cabby pulled up. The driver then leaped out of his seat and charged around to my side of the car. A small Asian man bursting with energy, big teeth and a crooked smile greeted me. He snatched my suitcase, brushed passed me and lobbed it into his boot.

In broken English he introduced himself, ‘I’m Chen! Where are we off to today?’ Slightly taken aback by Chen’s lively demeanour, I responded, ‘I’m presenting at a conference at the Novotel in Manly. Stunned by this, Chen, burst into a cheer, ‘Manly, okay, this is my lucky day!’

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One plus one equals three

Wednesday, February 13th, 2013

One plus one equals threeOne happy customer plus another should equal three. Clearly I failed mathematics at school, or is there more to it?

We all exist in a hyper-connected and transparent business world. If customers aren’t sharing their positive experiences about you with others, something about what you do needs to change. Although competition is ferocious and margins are being eroded, customers still and always will pay for value and quality service. In fact, as customers, we crave it. Couple that with convenience and you have a strong value proposition.

The most ineffective businesses commonly lack repeat customers. These salespeople are unaccommodating and the engagement process is transactional at best. Conversely, more successful companies employ methods that ensure they not only obtain a customer’s trust, but a commitment that inspires loyalty and repeat business. Despite what many people think, standing out in today’s market isn’t all that hard, given that the bar is set so low.

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No one likes a desperado

Monday, December 17th, 2012

Desperate DennisDennis the management consultant arrived late to a public sales seminar I was conducting.

The rest of the participants arrived early for their 8.45am registration and had been chatting amongst themselves. He apologised for being late, rushed in and sat down. His body language was stiff and noticeably anxious. Although now behind schedule, for Dennis’ benefit, I asked everyone to again quickly introduce themselves and describe what businesses they were in. All were happy to oblige.

A couple of minutes into the introductions I sensed Dennis’ energy. He seemed disengaged and uninterested in the stories the others were sharing. I continued into the morning break paying extra attention to him but not at the detriment of anyone else. As soon as the other participants left the room for the break, he approached me and explained the seminar was not what he had expected.

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