Tuesday, December 15, 2009

With Hesitation I Service Thee!

Customer service isn’t that hard. Or is it? When was the last time you had crummy customer service? I’m going to go out on a limb and guess not too long ago. Guess what? Me too!

I’m consistently amazed at how many people don’t understand how to be a disciple of great service. Maybe my expectations of service people have been raised since starting work with Jeffrey, but I just think I’m noticing it more.

Here’s an example. I ran to grab takeout for dinner one night at a new Donatos restaurant. I ordered, sat down, waited, received my order and left. Just so you know, I grew up in a get-it-how-you-want-it type home, and I still expect to get-it-how-I-want-it. So when I ordered my pizza, I specifically request, no onions, (I detest them) add pineapple (makes any pizza that much better), to my individual BBQ chicken pizza. And thin crust of course!

I arrive back home with my order and open the box. UGG! There, on this beautiful pizza creation, sits several dreaded onions. Really people? Is it that hard to get it right? Anyway, I locate my receipt in order to get the store number so I can call and let them know about my order being wrong. The number wasn’t on the receipt. Friendly note to business owners: always put your phone number on your receipts!

Even more annoyed, I Google “Donatos + my zipcode” to get the store phone number. I call. The phone is answered by the young lady who originally took my order and I explain to her that there are onions, GASP, on my pizza. Further explaining to her that if she remembers, I specifically stated, “no onions, add pineapple.”

First, she apologizes.
Second, she offers a new pizza.
Third, she tells me I can come back to the store and get my new pizza. WHAT?

I politely but firmly explain to the young lady that I don’t want to come back to the store due to their mistake. She asks me to hold on and says to the manager, with me still on the line and able to hear, “She doesn’t want to come pick it up.”

And to my utter disbelief, the manager hesitates. Silence. More silence. Then finally a response of, “I guess we can deliver it, get her address.”

Really? It took a manager more than a split second to make the correct decision. A decision that admits and corrects their mistake. A decision that shows they appreciate their customers. A decision that would make their customers happy. And he HESITATES? Unbelievable!

So this is my advice to all service industry people when a mistake occurs, do not be the Donatos' manager and contemplate putting the responsibility of your mistake on your customer. Instead:

1. Apologize. Take responsibility for making the mistake and let your customer know you are truly sorry for the inconvenience.
2. Do the right thing to correct the mistake. Do whatever steps you feel are necessary to rectify the situation and make your customer happy!
3. Do it without hesitation!
4. Do a little something extra to ensure the customer will keep coming back. Going above what the customer is expecting from you will help them forget the mistake and will most likely get them talking about you.

Mistakes are inevitable, what will you do the next time you make one?

Would you like three more tips on executing successful service? Email me, subject SERVICE for my espresso triple-shot tip on how to be a successful disciple of service.

I’m your Double-Tall, Non-Fat, No-Whip Sales Barista. How may I help you help yourself?

Stephanie Melish, one of the few, hand-selected, Gitomer-Certified Speakers is the ONLY Double-Tall, Non-Fat, No-Whip Sales Barista in the world! Stephanie trains, sells, and speaks to companies and associations all over the country. To book Stephanie for your next event, visit www.GitomerCertified.com or contact the friendly folks at Buy Gitomer via email or by calling 704-333-1112.

Tuesday, November 17, 2009

No Problem Here

When was the last time you had an “AHA” moment while listening to a story?

I had one, not too long ago, while sitting and having wine with my neighbors. We were talking about a bad storm that had passed through earlier in the week and the aftermath of problems it left when our section of town-homes were struck by lightning. Many electrical appliances were fried: televisions, laptops, receivers, Direct TV boxes, etc.

The morning after the storm, Tim, from Home Specialties, was scheduled to come set up the universal remote for our home. And he did, but I didn’t find out what he did before he came to the appointment until after talking with my neighbor Kirk.

Kirk told me that he was working in his office upstairs when he saw a truck pull into the driveway. He wasn’t expecting anyone, so he went down to check it out. In the driveway was Tim.

Their conversation went something like this:
Kirk (Potential Customer): “Hi, Can I help you?”
Tim (Sales Guy): “I’m sorry, I think I am at the wrong house. That was a bad storm that came through last night. Is everything OK here?”
Kirk (Potential Customer): “Well, a few things were ruined, our two computers and a garage door opener.”
Tim (Sales Guy): “You know, I’m from Home Specialties, and I worked on your home and did all of the wiring. I could take a look and see if I can help.”
Kirk (Potential Customer): “Wow, that’s very nice. I would appreciate that.”
You can imagine how this ends, or maybe you don’t. Kirk is now one of Tim’s Home Specialties alarm system customers.

After recounting the story, Kirk told me, “Tim really reminded me about the importance of customer service because in sales, there are no such things as problems, only opportunities to make relationships.”

AHA! Now that’s something worth repeating.

In sales, there are no such things as problems, only opportunities to make relationships.
When was the last time you took that approach?

Tim went to the wrong house. He could have easily said “Sorry” and left it at that. But he didn’t. He saw his mistake as an opportunity to get to know Kirk. He was successful in making a sale because:

1. He had a YES! Attitude
2. He was able to see an opportunity, not a problem
3. He was willing to help
4. He built rapport with the customer
5. He backed it up with knowledge and was able to become a trusted advisor

I challenge you to use Tim as an example for yourself. Next time you make a mistake or have a problem, seize the opportunity to make a relationship. A sale will follow.

Want to know the best way to build a great client relationship? Send me an email (stephanie@trainone.com) with the subject line RELATIONSHIP to receive my espresso single-shot tip on how to best build your client relationships.

I’m your Double-Tall, Non-Fat, No-Whip Sales Barista. How may I help you help yourself?
Stephanie Melish, one of the few, hand-selected, Gitomer-Certified Speakers is the only Double-Tall, Non-Fat, No-Whip Sales Barista in the world! Stephanie trains, sells, and speaks to companies and associations all over the country. To book Stephanie for your next event,please visitwww.GitomerCertified.com or contact the friendly folks at Buy Gitomer at 704-333-1112.

Thursday, November 5, 2009

Gitomer Certified Speaker

I'm one of Jeffrey Gitomer's 8 hand selected speakers! Check it out at: http://www.gitomer.com/seminars/Gitomer-Certified-Speakers.html

And then book me!

Tuesday, October 13, 2009

Fulfillment of Your First Time

Do you remember your first sale?
Do you remember the rush you got after you closed it?
Do you remember the validation you felt? A reassuring feeling, wasn’t it?

How do you feel when you close a sale NOW?
Do you simply smile then move on to the next one?
Or do you relish making the sale the way you did when it was your first one?

I remember my first sale. As a TrainOne sales rep, I had been doing my due diligence to learn the product and implement Jeffrey’s proven successful sales skills. I listened to the senior sales reps on the proper way to make a sale. I studied and practiced and prepared. I wanted to make sure I did everything perfectly. The realist in me knew I wouldn’t be perfect, but I wanted to arm myself with the knowledge and skill to be as perfect as I could on that first sales call.

I remember picking up the phone to call Scott. It rang and then he was on the line. “Hello?” The rush of having him on the phone hit me and I took a deep breath and started the conversation the way I had studied, practiced and prepared. The call went well and I was able to accomplish my goal of getting an appointment scheduled to show him a demo of our product.

My demo appointment with Scott went with only a bump or two along the way. Much to my delight, Scott became my first customer! He also became a great enthusiast of mine. Following the close, he was quick to inform me that he knew he would be buying from me after our first call. He said I had demonstrated what I was selling unlike other representatives from the various companies he had spoken with in his discovery process of who to buy sales training from.

Stop it, you’re making me blush!

I informed Scott that I had only been with the company for one full week. He was shocked that he was my first customer! I was ecstatic. I was validated. I made sure to relish in that moment.

So I ask you again (in case you didn’t think hard enough the first time I asked), do you remember your first sale? Do you remember studying and practicing and preparing so you could be perfect? Or maybe you didn’t. Maybe you got lucky, and maybe you have never worked hard at making a sale. And if that is the case, think of how many MORE sales you would be making if you studied, practiced and prepared!

Go back to the beginning. Start your sales with the drive and passion you had when you were just starting out; when you were hungry to make your first sale. Make them know they are going to buy from you when they walk away from your first encounter.


Need help preparing for your next sales call? Emailstephanie@trainone.com with the subject line PREP TIPS for my espresso quad-shot tip on how to prepare for your next sales call.

I’m your Double-Tall, Non-Fat, No-Whip Sales Barista. How may I help you help yourself?

Tuesday, September 22, 2009

Orgasm and I bought It!

Have you ever had a job where you were able to pick your title? Me either. That was until I started working for Jeffrey at TrainOne. Of course, he has final approval, but still, it’s pretty cool. So as I started down the journey of trying to find a great sales title to become known by, I thought, “What’s in a name?”

As a woman, I am a marketing person’s dream buyer. I buy the name. Sometimes I buy only because of the name; those are what I call power names.

For example, when I go to get a manicure, I pick my polish colors based on nothing other than the name. OPI nail polish has mastered the art of creating a power name. They know that I don’t want to paint my nails pink. They know I want to paint them I Pink I Love You orAphrodite’s Pink Nightie or my favoriteI’m a Princess…You’re Not.

Another example is NARS. They are a very popular cosmetics brand (for the men reading this). One of my favorite blush colors is manufactured by them. It’s called Orgasm and yes, I bought it purely because of the name!

So names, to me, are pretty important. They entice me to buy. What have you bought strictly based on its name?

I spent several weeks working on my power title. Some were OK, some were pretty good, but I didn’t hit the jackpot until I 100% personalized it. I was drinking my Starbucks (another powerful name), as I love to do, and it hit me…Double-Tall, Non-Fat, No-Whip Sales Barista. Now that was a title! It was also the drink I had been ordering for years. I excitedly emailed my suggestion in for approval. Received an email response that he thought it was kick a**! A pretty nice compliment from the big guy!

As I started my first week with TrainOne, I added my power title to my email signature and got working. And you know what? My title got a LOT of attention from my sales leads. One guy even called me back and asked for me by my whole mouthful of a title. I’m not saying that a title will make sales for you; we both know it won’t. But it can serve a great purpose in identifying what you do and giving your customers insight into your personality.

What is your power title?
Is it creative?
Is it 100% YOU?
Is it worthy of a conversation?

Probably not, so I challenge you to take some time and really think about what you want to be known as and create your own power title. You’ll know it’s a power title when it is:
personally-creativeattention-grabbingconversation-startingreply-worthyNow go and put it on your business card. Maybe, just maybe, you’ll get a reply simply because of your new title!

Need help creating your new power title? Email me, subject POWER TITLE for my espresso triple-shot tip on how to create your own power title.

I’m your Double-Tall, Non-Fat, No-Whip Sales Barista. How may I help you help yourself?

Tuesday, August 11, 2009


Welcome to my Blog!

Just getting started. Looking to share with you my thoughts, successes and failures!