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Have you ever been asked to accommodate a client’s special request only to dismiss it? Frequently the requests are found to be annoying and inconvenient. Due to the time consumption they may also affect the bottom line. So the request is automatically met with, “I’m sorry but …”
Should this be your typical reply, then it’s time to reconsider future action in this regard. On occasion, hiring managers will make very time consuming requests to test whether you will be a dedicated employee.
Special requests lead to deeper understanding when you take the time to listen.
Charles’ Story
“Charles” is a project manager for a well-known home building company. Today, he relayed that he will grant his client a special request. The client was concerned about the current usage of today’s tiny tiles that were slated for her condo under construction.
Humor used appropriately often makes the point. The client joked that looking at the tile, she might get dizzy, black out and break a bone. It became apparent that the statement wasn’t entirely a joke. Charles got the messsage. He asked the developer permission and was granted the change of tile on behalf of the client.
Charles said he felt especially good with the one sentence the client sent: “Your gift is enormous as we will be admiring the larger tile each day for many years to come.”
Result
Charles contributed to the company reputation plus built a solid personal brand by going the extra mile for his client. He and his team are sure to enjoy testimonials and referrals. The extra effort he went to will work for years on his behalf.
My Story
Sales taught me to listen patiently to different perspectives on the same subject. Instead of instantly replying “no” , I would ask what motivated the request. By hearing my prospective clients’ view and striving to understand it better, the trust and relationship built between us. Accordingly, the sales flowed in.
Your Story
Consider last year’s work and if you actually did ignore a request or two. Did you lose the business because of it? That’s usually the case. The reason is, these requests are tests to see what customer service will be like after the sale. Not delivering as indicated produces an automatic loss, most of the time.
This year resolve to get the entire story as to why the request is being made. You just might not only make someone’s day but also reward them for years to come.
Your reward will be a returning and referring clientele known as the Smooth Sale!