Real World Story: (Told my seasoned sales professional Vic Jacobsen) “As a seasoned sales
I’ve worn many hats throughout my career. From Sales Rep to Sales Manager, Marketing Manager, and eventually General Manager for Xerox Corporation, I’ve had the privilege of navigating various roles from 1998 to 2013. During this journey, I earned the coveted President’s Club title five times, a testament to my dedication and passion for the job. But my path wasn’t always lined with accolades and achievements.
Before my time at Xerox, I was a consultant in the field of prison and jail management. It was rewarding yet taxing, demanding frequent travel across the country. This lifestyle took a toll on my family, prompting me to listen to their needs and eventually step off the road. Settling into a more stable role at Xerox allowed me to immerse myself in a field I loved, surrounded by great people and supportive managers.
One particular story stands out during my tenure at Xerox—a testament to perseverance and the power of genuine customer service. I once inherited a sales territory from a colleague who warned me about a challenging account. “Don’t bother,” he said, “they’re dissatisfied with our service.” It was tempting to heed his advice and focus elsewhere, but something inside me said otherwise.
I decided to engage with this so-called troublesome client early on. My initial interactions revealed their frustrations stemmed from a lack of attentive service and the information they needed to make informed decisions. I took it as a personal challenge to turn their experience around.
My wife and I spent countless hours at our dining room table, poring over spreadsheets and compiling data tailored to their needs. I made customer service calls, addressed customer concerns promptly, and provided the transparency they craved. Slowly but surely, we gained their confidence.
Over the next decade, that once-dissatisfied account transformed. What started as a $500,000- a-year client grew into a powerhouse generating over $2 million annually. The key? Listening to the client and providing the solutions they needed. It wasn’t magic; it was simple, consistent effort rooted in understanding and addressing their concerns.
This experience taught me invaluable lessons about sales and customer service.
Here are three Strategies that can Turn Things Around, gleaned from my journey:
1. Engage Early and Often
Don’t shy away from challenging accounts. Engage with clients early to understand their pain points. Regular interaction builds trust and demonstrates your commitment to their satisfaction.
2. Listen and Learn
Truly listening to your clients can uncover the root of their dissatisfaction. Take their feedback seriously and use it to tailor your approach. Personalizing your service shows clients they matter.
3. Provide Solutions, Not Just Products
Sales isn’t just about pushing products; it’s about solving problems. Equip your clients with the information and tools they need to succeed. When they see you as a problem-solver, their loyalty grows.
Remember, every challenge is an opportunity in disguise. By engaging, listening, and providing solutions, you can turn doubt into dollars and create lasting client relationships.