When the value delivered isn't recognised...
We have all heard of the saying "if a tree falls in the forest but nobody hears it, does it make a sound?" Likewise, if our products are of the highest quality, our service is second to none and the price is more than competitive, but the Customer doesn't see the Value, has the Value actually been delivered?
We define Value as Benefits delivered less the Costs to the Customer of doing business with you.
This is where the behaviours of the people working directly with the Customer come in; it is part of their role to not only ensure that the product and service is maintained at an optimal level bit also that their relationship and interactions (whether they be written or spoken) enable the Customer to understand the Value delivered.
This is no easy task as each Customer takes on information in different ways. These interactions should be authentic, forthright and professional and it is at this point that the relationship with the Customer can be elevated to a 'partnering' one rather than the 'vendor customer' relationship.
Want to find out more? Please contact me: firstname.lastname@example.org to arrange a time for an obligation free chat.
Tips from John Buchanan, Beyond 19, Coaching Practicing Lead:
Finding out what is truly valued can only be achieved by developing and maintaining a strong personal relationship
Recognise in your sales team who is the best person to establish strong relationships with each of your clients
Be prepared to look outside your team if there are others who can establish these relationships