As it turns out, there are several similarities! After a recent 48 hour stint in the hospital, I had a number of observations on how the selling process is perceived from the prospect or customer's point of view.
I could generate a long list, but I will choose to focus on the three main points that are top of mind. First, I’ll share my experience and then how it relates to sales prospects.
- After 28 interruptions in my room over an eight hour window (only nine of which had something to do with my direct wellbeing like doctors, nurses and medicines), I wonder... are we creating value each time we make contact with a client or a prospect? Or are we wasting their time? Do prospects see us a resource and someone that is worth their time (and hard earned money)?
- Does it really take three housecleaning visits to clean my room that is not much larger than a matchbox? Apparently so. I think to myself... are we making it easy for our clients to do business with us? Is it a user-friendly experience, or do we make them jump through hoops to fit into our systems and processes? How can we make interacting with us a flawless, seamless experience for our prospects?
- And lastly, I was assigned a case worker. What is a case worker, why do I need a case worker, and what is the benefit to me for having a case worker? People, a little contracting and partnering here please! Instead of just saying, "I am your case worker. Do you need anything?"... what if they told me a bit about the service and how it could help me? Are you including your prospects in the selling process or are you going through the motions? When you are always recapping, talking next steps and partnering with your prospect throughout the process, you will be leaps and bounds ahead of your competition.
I'd like to hear about your experience. What are YOU doing to make sure your sales process is customer focused? Please share in the comments below.
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Stephanie Downs is a VP / Senior Consultant at The Center for Sales Strategy.
