Please find some links and notes from the 2 Regular Guys Podcast. This is the second part of our discussion with Andrea Bommarito of ZSK Machines on dealing with tricky customer situations. There was so much content we had to do 2 shows!
Unfortunately not every interaction with our customers or potential customers is the most pleasant rewarding experience. Sometimes we catch these customers on a bad day, or maybe they just have a weird outlook on things and some of the comments from them are out of school or down right inappropriate. We are bringing in friend of the show, Andrea Bommarito to bring the female perspective to this conversation and we will bring you some tips and tricks we have used in our experiences. Bring your questions and share some of your experiences so we can all help each other provide a better customer experience.
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- ISS Nashville
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- Internet info… yes, I know we’re internet info… but the misinformation
Dealing with Tricky Subjects With Customers
Today we’ll continue to discuss those customer/dealer conversations that end up going outside normal business interactions. We wanted to talk about the uncomfortable, the inappropriate and even the bizarre customer/dealer encounters. If any of our listeners have stories to share, let us know.
Customers/Vendors who make inappropriate comments, questionable language or terminology
- Customers making threats
- Just this week talked to a customer who called in and sounded angry. He belligerently saying, “I know you’re asalesman and you’re going to tell me how great your machines are just like everybody else!!” I wanted to say, “You did call me, right!”
- Another customer last week upset because he was having trouble with the machine he bought… Came back this week and made another $20K investment.
- Trade shows
- Customers looking for training or support (I’ll come to the show for training. Can you teach me to do xyz? I’ve got this file I need help with.)
- Customers interrupting a conversation to interject their questions
- The much too important customer (turning and walking away during the conversation)
- Making a scene in your booth – in front of other customers
Customer getting off subject & talking your ear off
- Customers telling me intimate details of their life – including their bowel movements, the talk about “sex practices” with their kids, daughter’s crazy/weird marriage just to make a guy legal and he was a transvestite.
- Stay indifferent if someone brings up anything political. People get very very emotional about political stances.
- I’ve certainly listened to a few long-winded stories. Honestly think sometimes it’s just a customer wanting someone to talk with. (Our Live Chats with intl customers)
Dealing with customers/vendors from different regions of the country
- How you approach a customer in NYC is quite different from a customer in Kansas City. (In your face as opposed to friendly, conversational. And the opposite, no time for chit-chat, get to the point.)
- Dealing with customers who “know it all” – how to back off appropriately. Let the customer take the reigns and only pop in when necessary.
Negative Selling – Does it work or work against you?
- Customer I talked to last week in Virginia complaining about negative selling from another company – told “this kid” to never call him again. The kid had told him the DTG machine he bought was “a piece of crap.”
- Making comparisons with other products, companies, without coming off petty.
- Customers starting with the phrase “Well, they (competitor) told me that you… (fill in the blank)”
- Related is the customer who calls and says, “I know I didn’t buy this machine from you, but can you help me?”
- A vendor approaching us to speak about possibly working together – then, throws competitive companies under the bus – it definitely rubbed me the wrong way. I always say competition is good – it’s what keeps us on our toes and constantly improving.
- NBM Indy – 6/4 to 6/6
- ASI Chicago – 7/15 to 7/16
- NBM Long Beach – 7/23 to 7/25
- Embroidery Mart – 8/7 to 8/8
- NBM Philly – 8/28 to 8/30
- ISS Orlando – 9/10 to 9/12
- NBM Denver – 10/2 to 10/3
- ISS Ft Worth – 10/15 to 10/17
- Complete Screen Printing Business Course – Workhorse Products in Phoenix – July 25-26
- Complete Screen Printing Business Course – Atlas Screen Supply in Chicago – August 8-9
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