I’ve just read an interesting article at Customer’s Rock about a web company that calls every new customer to chat to them about what they would like to get out of the company and any questions they may have. There is no sales pitch given (Becky’s shock at this goes to show how resigned we all are to being pitched at by everyone all the time).
This reminded me of a conversation I had with a friend the other day. She is a beauty therapist who is ‘encouraged’ to try to sell as much product as she can during a session with a client. You know the drill (and I hate it), when you go to the hairdresser, they line up all the ‘relevant’ products and ask you leading questions like ‘do you want shinier hair?’ and you’re thinking ‘do I have to say ‘no’ so I’m not forced to buy this stuff?’.
Anyway, she feels very uncomfortable pawning products on people who are paying good money for a service. So she doesn’t. This initially caused a little stress because she had sales targets to reach and a boss who was quite into ensuring they were. However from the sounds, she does reach her targets, despite never ramming products down her client’s throats. Why? Because her customers trust her. They know they can arrive, relax and enjoy the service they are paying for. They know she will give them honest advice and answer any questions they have, without ‘forcing’ them to purchase anything. So they buy stuff.
It seems that the anti sales pitch might be the most successful sales pitch?
(image courtesy of stock exchange)