When you find a company that makes working with them a pleasure, I think it is appropriate to spread the word. We recently added two new salespeople to our Boise office and we were scrambling to find a place to put everyone in our limited office space. After researching a bit, we decided to buy several pieces of new office furniture online from Office Depot.

To my surprise, the furniture was delivered the next day, with no extra charge for shipping. Additionally, when we decided to return a desk we purchased, there were no questions asked. A full refund was given and there was no charge to have someone come and pick up the item the next day.

Anyone who has purchased items online, knows this kind of service is unmatched by most companies. The shipping was quick, the service was friendly, and there was no charge for shipping or delivery, even with items over 100 lbs.

Another Office Depot experience I had recently reinforced their above-and-beyond customer service attitude. We were looking to have some flyers printed and we had used another company’s services in the past because the cost was significantly lower. After speaking with an associate of the nearby Office Depot, she assured me they could match the price of any competitor and she also said I could use a coupon I received in the mail.

Since the Office Depot location is much closer and they said they could complete the job in a matter of minutes for a price that ended up being even lower than the competitor after the use of the coupon, we chose to take our business there. The quality of work was outstanding and the employees were friendly and helpful.

Although it may seem as though I am gushing about Office Depot here, there is a lesson for business owners. If you make your customers happy, not only will they keep coming back, they will talk about your exceptional service.

Samantha Bushard is an HR employee for the Idaho office of A Plus Benefits, Inc.

I attended an industry training last week and was fortunate to have several sales experts provide me with some great management ideas. I’ll take a quick minute to share a couple of the insights provided me by Robert Jolles, author of Customer Centered Selling.

He was speaking about the natural tendency that most sales people have of speaking a lot and listening a little and suggested that we purchase a cheap chess clock. He recommended that we pull out the chess clock next time we conduct training and have a salesperson role play using the clock. As the conversation switches from “salesperson” to the “prospect” each should push their respective button on the clock. At the end of the exercise make sure that the prospect was speaking more than the sales agent. |

In addition to the clock idea Mr. Jolles suggested that agents be provided with a cheat sheet of sorts when they conduct their initial meeting with a potential client. This could simply be a list of questions that the agent should be asking and could be written in one of the margins in their lined notebook. Providing this framework will help the agent to stay on a clearly defined path and give them an organized framework from which they can operate. (Before creating the questions, consider speaking with a sales consultant that will help to organize them in the most effective way possible.)

Jake Lunt is the General Manager of Idaho Operations for A Plus Benefits, Inc.

Over the past several years I’ve received a bunch of little gifts from recruiters, clients and suppliers. Some of them I’ve really appreciated and others have struck me as nothing more than really cheap logo carriers. Is anyone really flattered when they receive a Bic pen with your company’s name on it? Does this simple gesture really improve brand awareness or inspire someone to purchase from you? My guess is that it doesn’t. In fact, it may do just the opposite. But let’s assume you’re lucky and it does work, do you really want a client that has chosen your company based on the free plastic soda bottle opener you gave them?

Of all the things I’ve received over the years the item I appreciated the most was a little black Moleskine® book. It’s a nice notebook given to me by a good friend and vendor for the purpose of recording blog ideas. I’ve carried it around with me for several months and draw from its pages many of the topics I write about. It doesn’t have his company’s brand on it or a note from him on the front page. It was just a blank notebook. The thing is, I use it all the time and when I do, I think of my friend and his business. It’s a high quality gift that I’m not afraid to carry around with me. As a matter of fact, I take it to nearly every appointment with clients and prospective clients and I’ve told many people about my friend’s business and how cool I think the book is. I suppose he could have taken me to lunch or bought me a couple boxes of Bic pens for the same amount of money but I don’t think he could have given a more appropriate item.

What are you giving your clients?

Jake Lunt is the General Manager of Idaho Operations for A Plus Benefits Inc.

My tip for recommended reading is not a book, but an idea. As most of you know, the day-to-day life of a salesperson is hectic to say the least. It’s not any different for myself. Many years ago, I checked out a book on tape from my local library for a long driving trip. I enjoyed it so much, that I turned it into part of my daily routine. I check out 2-3 CD’s or cassettes a month and listen to them in my car each day. I listen to 25-30 books (motivational, history, biographies, adventure, etc.) a year this way, and it’s free! Think about all the time a salesperson wastes driving while listening to sports talk or endless radio advertisements. Instead, you can listen to books you would have never found the time to read. Give it a try!

Daryl Sisk is Vice President of Sales and Marketing for A Plus Benefits, Inc. You can contact Daryl at dsisk@aplusbenefits.com

The other day, a good friend told my wife she doesn’t believe in immunizing children because of the risks associated with them. As an RN, my wife tried to highlight many of the positive results of immunization but to no avail. Apparently, our good friend’s mother doesn’t think they are a great idea and told her daughter that she has read many articles online that suggest that immunizations can cause problems in young children.

You may be wondering what this has to do with small business. Well, the lesson is that the thoughts of our trusted advisors – whoever they are – trump those of “industry experts.”

As a small business owner there are several things that can be done to utilize this to your advantage. Consider some of the following ideas:

1. Spend more time ensuring the satisfaction of your current clients. They are the trusted advisors of many potential customers.
2. Take someone you don’t know to lunch once a week in order to develop your network. You may become the trusted advisor.
3. Adjust your sales message to educate the potential customer. Create an opportunity for them to have their own epiphany of value about your product.
4. Don’t contradict a potential client’s trusted advisor.
5. Focus sales efforts on benchmark companies that are well respected and successful.

My wife and I believe that there are more positive than negative consequences associated with immunizations. But that’s really beside the point. What we believe is only applicable to us and to those that view us as trusted advisors. Being right or wrong is irrelevant; it’s your ability to influence opinion that matters.

Jake Lunt is the General Manager of Idaho Operations for A Plus Benefits Inc.