In Customer Evangelist, Customer Service

Customer Service, New Customers, Buyers, Procurementa There’s something I want to propose to you, sell the way that your clients like to buy. It’s a simple but often overlooked principle by many businesses.

Many companies focus on the sales, marketing, and figures which should be the case, but they they tend to have forgotten another major ingredient – Is this the way the customer is going to buy the product? Do they buy in a 3-step process? Or do they have a 6-step process?

So here are a few things for you to understand, and really, hopefully, you take these by heart.

People are still people.

The things you do online should be directly correlated to who you are in person. People you find online are still people. So you can’t just suddenly tell them to buy a product in three steps when they actually have a different process for that which could consist of 5 steps or 6 steps.

Find out who makes the purchases.

Most large companies have a procurement department that is in charge of the final purchase. Sure, you may have sold it to a decision-maker and they’ve already signed off. But you still have to understand that they might have some procurement process that you need to go through.

Additionally, government organizations have a very different and quite longer procurement process so you have to be aware of that.

So make friends with the procurement department and find out what their process is.

Consider the company size.

When working with small organizations, they may be making purchases more in recurring revenues rather than a large lump sum.

Today’s major takeaway:

Sit down and write out a process of how your customers buy. Reach out to their departments and find out what they need to do, what documents are needed, etc. Don’t get stuck in contract hell. Learn all the details. Think like the client. And have their best interest in mind.

Episode Resources:

TSE Episode 083: How to Avoid Contract Hell

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