Sales Blog from Sales expert Trent Leyshan

Archive for the ‘Customer Service’ Category

Attack of the Robots

Thursday, May 21st, 2015

iStock_000039839928_LargeBe scared. They are here! Living among us. Listening. Watching our every move.

Personal and marketable “connectivity” is of course all pervasive and ever penetrating. We sleep with our apps open by our side. But how deep does it really go?

I imagine asking parents, ‘would you trust your baby with a robot. Picture the sterile, insect-like claws cradling the infant and trying to offer the little cherub comfort?’ Their response would be of course, ‘no thanks.’

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“You are making the wrong decision.”

Wednesday, May 13th, 2015

iStock_000003013376_MediumThomas stood up, cocked his head and shot his words squarely into the phone:

“You are making the wrong decision.”

His conviction, sincerity and passion — stunned the potential client.

Tom’s response was a reaction to a potential new client explaining they had agreed to go with one of Tom’s competitors. An intense twenty-minute conversation ensued.

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Put some ‘skin in’ for inconvenience

Saturday, May 9th, 2015

10632844_10152944647185345_4233221881081975918_nWorld-class service is getting harder to find. But when you do find even a glimpse of it, it’s worth celebrating and sharing 

Here’s what I’m talking about. After a full week speaking and facilitating in the Philippines, I took a weekend trip to the Islands to cool the jets and refresh.

Utterly relaxed nursing third degree burns to half my body and mild sunstroke, I headed back to the airport late on Sunday afternoon. I was immediately ushered to a rickety booth and informed politely that my flight back to Manila had been cancelled. No delay, simply cancelled.

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The power of sharing

Wednesday, December 17th, 2014

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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