Superior Sales: When the Bullets Fly
I recently heard an interesting phrase that has stuck in my head. It comes from John Slenko, service advisor for Griffin Brothers Tire, Wheels and Auto Repair, one of my Sales & Profit Growth clients, who uses 'When the bullets are flying' to describe what it is like when his store is overflowing with customers.
He asked my advice on how to do a better job selling and servicing each customer when your time is extremely limited. Having lived most of my life on the sales floor, I could sympathize. When we hosted major promotions, we would create such buying frenzies that customers would come at us from all sides and hang on to our shirts to be serviced next.
So how do you give each customer great service when you are overwhelmed? There's not a sure-fire way of doing it, but I usually managed to come close. You are usually on target with great customer service when everything you say and do is about the customer, not about you or your business. You are being 100% customer centered when he or she feels that they are the most important person in your life. The customer is more than satisfied when he or she thinks you've treated them fairly.