Sales Blog from Sales expert Trent Leyshan

Archive for the ‘Customer Service’ Category

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.


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.


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?


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!’


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.


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.


Inspiring fierce customer loyalty: anyone can do it

Saturday, June 9th, 2012


I left the Sydney Airport terminal and was welcomed by the humid morning air.

I positioned myself in the cab-rank and waited in line for my ride. After a few minutes, my cab pulled up. The driver leaped out of his seat and charged around to my side of the car. A short, quaint 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 the taxi, he ceremoniously introduced himself in broken English, ‘I’m Chen! Where are we off to today?’ I was slightly taken aback by Chen’s lively demeanour. ‘I’m presenting at a conference at the Novotel in Manly,’ I said. Stunned by this, as if it were a stroke of good fortune, Chen burst into a cheer. ‘Manly, okay, this is my luckiest day!’


Man vs. Customer

Monday, May 7th, 2012

Are wrestle

Is the customer always right?” 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 customer’s problem or worse turning it into a confrontation.

The customer is always right!” Translation: The customer and their unique needs matter.


Would you like a Merry Christmas with that?

Friday, December 23rd, 2011

Merry-ChristmasTis the season alright!

That time of year when everyone temporarily puts aside their faculties of logic to indulge in mindless spending. We even spend money we don’t have, but hey, that’s ok, it’s all in the name of … hmmm … I’m not quite sure what it really means anymore.

Whatever the case may be, Christmas is a time for sharing and a time to spend with family. It’s also a period that retailers should be cashing in with a beaming grin.


Rules and records are made to be broken

Thursday, November 24th, 2011

Break free!

In 1988 I watched in horror as my childhood hero Carl Lewis was blown away by Ben Johnson in the men’s 100m final at the Seoul Olympic Games.

The ripped and bulging Canadian sprinter launched out of the blocks to blaze to a new world record time of 9.79 seconds. To my relief, three days later, Johnson was stripped of his gold medal and banned for testing positive to steroids. Lewis was then unceremoniously anointed as the Olympic champion, and faith was restored to my little world.

Not many records can endure the vacillation of time. Johnson’s drug assisted time was considered only possible because he used a banned substance. His time has since been broken on several occasions. Usain Bolt is the reigning Olympic champion and world recorder holder, clocking in a 9.58 seconds. May I be so bold as to suggest that one day a man of freakish ability will run it in eight seconds?


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