My wife is pregnant, and I figured that she might need a late night snack a couple of weeks ago. Truth be told, she was not that hungry, but I was up for some take out food! I convinced her to order something with me, and off I went. This was not a fast food restaurant, and had an above average menu.
I placed my order at the counter, and proceeded to sit down at one of the booths. It was half an hour before close, and I was the only patron left in the restaurant. There was a cook preparing my food, and one Manager/Owner.
The Manager caught my attention for the wrong reasons. He had a frown stapled to his face, and looked like he would rather have been anywhere else but there. This was not a young adult, it was somebody in their late 40’s/early 50’s who had probably been in business for some time. He seemed to be hovering behind the counter, watching the cook’s every more.
He walked right past me on two or three occasions as well, and never said one word.
I received my order a few minutes later and left.
I described my observations of what happened with the manager with my wife, and noted that he did not even say one word to me in an empty restaurant.
Her reply (grin included),
“Maybe you are expecting too much.”
Here is how I would have approached “myself” if I was the manager in that situation.
- “Hey, how are you today?”
- “Oh great! Have you been to our restaurant before? How was the food/service?”
- “Fantastic! Just to let you know that we are under new management, and are appreciative of your continued support.”
- “I will tell you what. Here are a few $5 off coupons for you and your friends to come by later. I would love if you help us spread the word! Thanks so much!”
Truth be told, I would have probably settled for,
“Hello, how are you today?”
But I am always trying to take things to the next level, and expect more than a simple hello!”
- What type of interaction (if any) would you have expected from the manager in that situation?
- How would you have interpreted his constant frown, hovering over the cook, and lack of interaction with me?
- The million dollar question…. was I expecting too much?
I “met” Mark online a couple of months back, and have been enjoying his blog ever since. Turns out we “travel in some of the same circles” online in the sales space!
I really enjoyed this post about educating during the sales process. Often, people forget this critical step.
Educate. It’s part of the sales process many can’t get used to.
But sales people have to do it.
Sure there’s lot of buzz and research about how prospects do all this learning online about a business before they even get to a sales person. I’ve preached that research before myself. But I’m not buying that it is entirely true hook, line and sinker any more.
I keep hearing prospects confused, unsure or frustrated about certain services or products. I keep hearing prospects so busy at work and so inundated with messaging and marketing- they don’t have time to research and learn.
If you are a company selling somewhat abstract services like money management, digital marketing, brand development, risk avoidance, sales training, marketing solutions and the list goes on – you have to understand that many prospects just really…don’t understand.
These prospects aren’t going to shout this…
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