Everyone is a Salesperson

From a recent email:

Unconditional Customer Service - In Good Times and Bad

Imagine if one of your good customers said that times were
tough and that they had to cut their next order by 30%.
Would you even think of giving them 30% less of your usual
best effort? Would you think of giving 30% less of your
brand promise - or your commitment to quality and customer
service? I doubt it.

On a recent flight home from a speaking engagement I met a
flight attendant who delivered atrocious customer service.
It was obvious she hated her employer. Apparently, for her
airline to survive they had to cut salaries by 30%. Even
though the airline is still losing money every month, she
still thinks it is unfair. Her comment to me was this,
"They cut my salary by 30%. I'm going to do 30% less."

Sometimes a company has to make tough decisions just to
stay afloat. In this rough economy, she should be lucky
she has a job. It was obvious that her anger was
interfering with her responsibilities. First and foremost,
she was there for our safety. Second, she was to take care
of the passengers in a manner that was professional and
pleasant. After all, she was on the front line, and the
face of the airline.

She will eventually quit or get fired. And then she'll find
another job. I already feel bad for her next employer.

THE LESSON: At the individual level, every employee needs
to be an extension of the sales or marketing department,
regardless of their job, their pay, economic challenges
etc. It is a job requirement; a non-negotiable
responsibility. The same goes for the entire company.
Look to help your customers through tough times. If they
aren't buying as much, be thankful for what business they
do give you. Continue to deliver the highest levels of
service, as you have always done. Use tough times to build
relationships. Increase confidence as you prove your value
as a partner, not just a vendor. Be it an individual or an
entire company, this is your chance to be amazing!


Shep Hyken, CSP, CPAE
Shepard Presentations, LLC
711 Old Ballas Road, Suite 215
St. Louis, MO 63141
(314) 692-2200
shep@hyken.com
www.hyken.com
www.TheCustomerFocus.com

Author of "Moments of Magic" and "The Loyal Customer."

Shep Hyken works with companies who want to build loyal
relationships with their customers and employees.

Copyright 2009 Shep Hyken, Shepard Presentations, LLC

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