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SECRET #57

experienced this several times. People contacted me about delivering

a particular service, and although I may have been able to help, I knew

someone who could better meet the requirements. It was mentally dif-

fi cult, but I made the decision to refer these people to the competition.

Partnering also means that you provide exceptional follow-up to en-

sure that your customers are completely satisfi ed with their purchases.

Th

is does not mean you make just the obligatory follow-up call. It means

you explore their actual use of your product or service and help them

maximize its full potential.

A client was experiencing less than favorable results after implement-

ing a new program into his business. We scheduled a follow-up meet-

ing with the management team, because as the vendor, I knew that the

answers lay in the execution of the program. During the meeting we

explored several ways to improve their results, and one of the solutions

required me to provide some additional follow-up. Although I could have

charged my client for this time, I knew that it made good business sense

to absorb the cost of the extra follow-up because my primary objective

was to help my client achieve the best results possible. Subsequent meet-

ings indicated that this investment was worth it, as my client began dis-

cussing how we could take this initiative to the next level.

Th

e challenge with the partnering relationship is that most salespeo-

ple want some form of instant gratifi cation. Partnering does not always

off er a direct or immediate payoff for the salesperson. However, from a

business perspective, the partnering concept makes good sense.

It is also important to note that you don’t necessarily have to give away

additional service. Some sales trainers incorporate telephone coaching

into their proposals. Th

ey charge for the phone call, but they position the

charge as a way for the company to improve its results. Th

ey demonstrate

how the additional investment will drive more dollars to the client’s bot-

tom line. Ultimately, your goal should be helping your customers and cli-

ents improve their business results. Here are a few points to consider.