When you are being served by a market leader you know it. When someone experienced in understanding the needs of their buyers, the overall buying experience is amazing. When buyers experience this kind of service they buy, and they become raving fans for referrals.
Market leaders understand the value of knowing their buyers needs, criteria, and how the very questions they ask illustrate your knowledge and expertise.
As I have shared in previous posts, I decided in March I needed to lose weight. Since March of 09 I have now lost 70 lbs. The good news is I have a tremendous amount of energy, I feel healthier and I no longer need my blood pressure medicine or my sleep apnea machine. The only bad news is I need a new wardrobe.
I was recently asked to be the keynote speaker for the Boomerz event and I wanted to buy a suit. All the suits I have are 52 jackets and I swim in them now. I could deliver my content casual, but I would prefer to be more formal. (There I go showing my old school nature again) My wife recommended I look at the local Stein Mart as they have designer suits at significantly discounted prices.
I went to a local Stein Mart and started trying on jackets to determine my size today. I was quickly approached by Howard, the floor salesman and asked if he could be of assistance. He asked …” what size are you?” and I explained that I do not know. So he quickly measured me and said you are really a 43 long, but let’s try a 44 long. As I was trying on various suits, Richard (who also worked in the men’s clothing) approached and asked me a number of questions;
What size do you typically wear? I explained I do not know as I just lost weight…
What size were you before? A 52 jacket and a 42 pant…
So you have always bought athletic cut suits? …how did he know that?
Did you typically buy Heart Shafter Marx? (How did he know?)
Did you play football? Yes…again how did he …?
What occasions will you be wearing this suit? I explained I do public speaking and training workshops and consulting…
So you will be on your feet most of the time? Yes…
Oh, this is the wrong suit for you…and he disappeared, and I liked that one…
Within a few minutes he came back with two suits I had not seen prior … (Forgive me but I thought to myself …oh great he probably just found two of the most expensive suits off the rack, and like a car salesman wanting me to take a test drive he put the new jacket on so I would fall in love with it and find the money)
The suit looked great, but felt snug…
Richard said; the suit lays exactly as it should on you; this suit is cut better for men built like you… (He must have detected my concern about the snug fit)
I can tell you are not used to wearing clothes that fit… are you? Kind of a bold question from someone who wants my money…
He went on to say …You told us early on you have lost a lot of weight…it’s not unusual when we are overweight to not have clothing that fits properly…this is how a suit is supposed to fit. Wow, they were listening to me…
He asked me to look into the corner of the mirrors so I could see the back of the suit, and he said; see how nice this lays on you? And he taught me how a suit is supposed to fit.
He asked; when you speak do you button your coat? (I never thought about it)
He went on to tell me; Gentlemen never button the top button and he recommended when I first greet my audience I have the middle button buttoned and then unbutton it as I begin to speak…( is this guy for real? Or is it that I have never met someone before who knew so much about men’s clothing as Howard and Richard?)
I decided to buy the suit they recommended and have the suit tailored…
Again, a new series of questions from Howard and Richard (I’ll spare you but you get the idea)
Howard asked …so when do you need the suit? I explained I have time its a few weeks away…
He said; no… When you pick up your suit we want you to come back and we will check everything with the actual shoes you plan to be wearing…again, amazing….I felt like I was not only in experienced good hands, but I felt like I was the only customer in the store…
As I went in the dressing room I forced myself to peek at the price and to my surprise it was the same price as the suits I originally was looking at! …He paid attention to my price target…
When I came out of the dressing room Howard handed me a claim ticket and went on to explain the date it would be ready, where it would be located that day. Again both Howard and Richard reminded me to try the suit on, bring the right shoes and if for whatever reason it did not look right they would have time to fix it as …they wanted me to feel good when I walked to the front of the room. …again wow!
I thanked them and they asked what I teach. I explained how I teach leaders how to treat customers the way they both just treated me. It turns out they both had over 25 years of experience and Richard served clients for over 30 years on a commission only basis prior to joining Stein Mart.
Since that time I have told over a dozen of my friends about what a welcome interruption it was to receive such amazing service. I told everyone about the team of Howard and Richard and if you want to have an expert serve and fit you, you need to visit them at the store on Shea near the 101 freeway in Scottsdale.
When you are being served by a market leader, someone experienced in serving the needs of their buyers, the overall buying experience is amazing.
You can identify Market leaders by the questions they ask, and their bottom line.
Market leaders make you feel like your goal becomes their goal as well.
Market leaders not only want you happy, but they want to make you a raving fan.
How about your organization….
Are your salespeople trained as well as Howard and Richard?
Are you hiring “service people” or “salespeople”?
Is your team creating raving fans?
Do your clients feel like your team members are “internal champions” for their needs …or just trying to hit a goal and make their commission?
(In hind sight I now wish I had the guts to have the pants cut without a cuff as Richard adamantly recommended, but I chose cuffs …obviously showing my lack of knowledge in the current styles.)
Remember… buyer’s like to buy…they hate being sold.
Our job as salespeople today is to help buyers buy.
Guide buyers through their buying process and be their internal champion and not just “protect the fort” of company policies, rules and reinforce “we can’t do that’s”
Thank you Howard and Richard!
I can only hope I make my clients feel as you both made me feel.