This article from John Stanley, written after a recent visit to Melbourne brings up some great points highlighting what can happen when we recommend another business we are confident in.
“I had read that the restaurant I should eat at was ‘Seagrass’ on the South Bank. Since I was planning a meal with friends, I visited the restaurant on the day before to book a table. I arrived and met the waiter who introduced himself by name. He then informed me that the restaurant was fully booked and he could not accommodate me. He then recommended his favourite restaurant and told us the name of the person on duty that day. He suggested we mention that he had sent me and then gave me a business card from Seagrass and suggested I contact him in advance next time.
The meal at the recommended restaurant was excellent, but I still suggested to my friends that we must book into Seagrass on our next visit. He was a salesperson who could not provide what we wanted, but solved our problem and still ensured we remained advocates for his business.
What were the keys to his success?
1. He Was Proactive
We had an instant, positive, proactive welcome from the waiter who instantly put us at ease in his establishment. Team members often forget that the business they work in, is actually their home and the customer is their guest. They would not treat guests at home the way they often do at work. But, in retailing there should be no difference.
2. He Listened to the Request
Rather than go into a selling “act” he listened to the request and then responded accordingly. He put himself in my shoes and solved my problem rather than just processing me. Excellent salespeople have a knack of putting themselves into the customer’s shoes when they respond to their customer.
3. He remained Positive
It would have been easy to disappoint the customer, to let the customer down. He did not do that, he remained positive and used those golden words ‘his favourite’. This gave me confidence that he knew his product, not only in his own store, but in surrounding stores as well. This indicated he was a true professional when it came to product knowledge.
4. He invited me back
Even though he knew I lived 4000 kilometres away, he still took the opportunity to invite me back to the business. Although, the restaurant he recommended was excellent, my perception is still that ‘Seagrass’ is of a higher standard. I will still need to visit ‘Seagrass’ to make a judgement. Recommend an alternative when you cannot accommodate your customer.
How many businesses are too embarrassed to recommend an alternative when they cannot solve the customer’s problem? A professional knows their own business and other businesses that do what they do and also knows how these other businesses can solve the customer’s problems.”
For more information on John Stanley and how he can help your business prosper and grow, visit his website www.johnstanley.cc
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