Kenny Chapman argues that customers buy three things: the technician, the company, and the product. Strong relationships between leaders and frontline staff create the trust needed to educate clients and close sales.
Hey, my friend Kenny Chapman here, the blue collar coach coming to you from Ruston, Louisiana, where I'm on site this week with a couple of great clients and just want to touch base about relationships. Last week I was on site with one of our Titanium members and what I saw is the relationship that he has with his team allows the opportunity to train the team and get them to make a movement. What do I mean by that? I talk about relationship based selling all the time. I talk about the importance of and trust and connection and commonality with the clients in the field. When I'm talking with techs and frontline, salespeople and CSRs have to do it to close calls on the phone and all those types of things, right? Well, then we look at, you know, the old saying, your front line will never treat a client better than you treat your front line. There has to be a connection between a direct report supervisor and the salesperson or technician going out to educate and communicate that client. The stronger that relationship is, the better ability there is in any organization to move the needle when it comes to sales process, sales department, those types of things. Because all I do all the time is help people make better connections, better education, better benefits, better points of interest with clients and then good things happen. Well, it has to come from a relationship. And if it's going to be effective at the front line, it has to begin with leadership, period. So we know there's three sales made. Every time the client has to buy the technician as the person in front of them, the salesperson making the presentation, whatever that looks like, they have to buy them. Then they've got to buy the company and go, okay, well this tech's fine, but he could be down the road next week. How long has this company been around? How long is the warranty? Are they still going to be around? Do they follow up? Do they take care of their clients? And last and not but least, they have to buy the product or service that is being offered. That's what it's all about, my friends. But begin building those relationships with your team and educating them to build those relationships with your clients in the front line and really good things happen. I'm Kenny Chapman. Until we talk again, have a better than fantastic week and I'll see you real soon.
