Sellers prepared and oriented towards the attention and satisfaction of the needs of our clients are the key element to increase sales and to maintain good financial health in any company. Neglecting this point causes loss of income… and image.
«Nothing is learned, nothing is taught, except through repetition and exercise. Hundreds of thousands of essays are necessary to learn what is taught; if we forget this vital need out of pride or laziness, our ineptitude will lose us. ” - Anonymous.
In recent days we went to a store of one of the cell phone companies in our country, looking for information.
Our intention was to accompany my daughter, since she wants to take a contract that includes service of "Blackberry", the latest cry of fashion in our environment.
I have many doubts regarding how it works and - mainly - how much the services and benefits that this “gadget” supposedly offers cost.
As soon as we entered, a saleswoman approached us and offered to help us and advise us.
Trusting it, I raised my doubts about it and I could immediately detect that the young woman did not have the answers she was waiting for.
Trying to find an answer to my doubts, I gently pressed the young woman to tell me who the person who was handling these types of cases was, while an identification that said "Advisor" danced on her chest.
I was barely able to get our consultant to point us to another clerk who was currently serving a client and had a line of more than five people waiting.
Apparently, it was the only one that carried out this type of procedure, while more young people swarmed around the premises, with identifications similar to that of the young woman who attended us.
We had to endure a series of inconsistencies - for example, we had to bring a light bill; of water; and on the phone (What would we do if we didn't have a landline phone?) - which really started to give me the conviction that we were miserably wasting our time.
Needless to say, we left without closing any deal and to this day we have not taken the time to try again.
This anecdote made me think about the serious damage that many of the people who work in a part as sensitive as customer service, cause their companies… and themselves.
Some have told me that you cannot expect anything better, since this type of personnel is generally poorly paid and therefore they do not act professionally.
That type of theory - if true - reveals to me that in this type of situation both the company and the employee in question act negligently: the first for not properly training their sales personnel; and the second for accepting a salary that does not meet your expectations, and then living denying yourself for the little you earn.
The most affected part is the company, since it is losing image to many customers, and sales; that if they had been handled by qualified personnel they would have closed.
Companies must design a system that monitors the quality of care that their officials are providing, since the damages caused by this type of negligence are enormous.
For their part, the employee who acts under the feeling that he does not earn what he deserves has every right not to accept the job; or to do your best while finding another better paying job, since an attitude like that of the young man in question is not going to help him much in his professional life.
This is a situation where we all lose: company; seller; and mainly clients.
