Attract the Right Job or Clientele:

During the third year of sales, a trainer taught our class the KISS strategy for everything sales related including solving problems. The acronym stands for ‘Keep It Simple Stupid,’ although I prefer ‘Keep It Simply Solved.’

My Story

The story about sales training coincided with the horror of an unusually strong earthquake in Los Angeles. The experience came to mind as I received a non-stop chain of unwanted email. Perhaps the earthquake symbolizes the need I saw to shake things up and put an end to the grand waste of everyone’s time.

What happened was an incorrect email address was included in a robust list of contacts. Those responding used the “Reply All” feature to make the number of responses overwhelming. Unfortunately, a work address was mistakenly included. Requests were made to correct the email list, but nothing was done. Fortunately, I saw the person in charge and mentioned the issue. Marie’s response was so complicated to include multiple excuses that there was no way to reply properly.

I took the KISS advice as I squarely looked her in the eye to say, “You created the list. The ball is in your court to fix it.” And then I quickly walked away. The problem was solved within 24 hours.

Solving Corporate Mishaps

The example above is minuscule as compared to corporate errors. Salespeople on the job are invariably the ‘fall’ person for taking the blame. The very best approach for each of us is to quickly apologize and avoid all excuses. No one wants to know the who or what did the damage, but they do want to know the intended solution. After the apology, the next step is to promise to figure out next steps and resolve the problem promptly. Your client will be somewhat relieved believing the error just might be fixed.

Once you do find out what caused the problem, come up with a satisfactory solution and a timeline to straighten it all out. Be sure to keep the solution simple and convey it in easy-to-understand laymen terms. Only share the essentials your client needs to know, and the rest of the details are to be kept to yourself.

Never muddy the waters with who is to blame or what caused the issue unless directly asked. Otherwise, when you reveal the behind-the-scenes information, it gives pause for concern. The next thing you know they will cancel the sale and you lose the client.

Keep It Simply Solved!

Update your client each step of the way so they recognize they may still trust you. By the time you do resolve the problem, you will be seen as a hero and have earned a very loyal client. 

Your Story

No doubt you have encountered issues delivering on promises made to clients. In your quiet time, recall some of the incidents and how they were handled.

Did you: 

• Make excuses and blame another
• Complicate the explanation with too many details
• Apologize and gave a brief scenario of how you would fix the problem?

Reflect on past habits and whether you tend to complicate situations or resolve them in a way that is understood and accepted by everyone. By working as a mediator to quickly and easily come to an agreement on issues of any nature will do wonders for retaining a loyal clientele. Witnessing your integrity for excellence in customer service, the ease of working together, and your resolve to fix the situation will build a fan club and influence further sales.  

Sales Tips

1. When issues arise trace the origin to gain a better grasp.
2. Avoid excuses when things take a wrong turn.
3. Ask clientele how they see the solution.
4. Offer what you can and cannot provide for a fix.
5. Gain agreement on how to proceed.
6. Document steps to be taken and a timeline for completion.
7. Keep your client informed every step of the way.
8. Once the fix is in place check a few times for satisfaction.
9. Thank your client for their patience in resolving the issue.
10. Celebrate Success!

Following these guidelines will lead you to the Smooth Sale!

P.S. Send us your sales related questions to elinor@smoothsale.net.

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