October 2022
Intermediate to advanced
256 pages
2h 27m
English
Content preview from Selling in a Crisis
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47Be Responsive
You do not work for a perfect company. Your product, software, or service is flawed. There are quality issues, delivery issues, service disruptions, and bugs.
Your customer success team, service delivery team, warehouse, billing department, help desk, technicians, engineers, installers, and even you have made mistakes, shown up late, and said stupid things to your customers.
As a rule, customers don't expect you to be perfect. What they absolutely expect, though, is responsiveness.
You must respond swiftly to any real or perceived service issue, no matter how small. If you fail to respond to issues quickly and decisively, your customer will leave you for a vendor that does.
In good times, responsiveness plays a major role in the long-term retention of your accounts. It is a demonstration of your commitment to excellence and separates you from your competitors.
In crisis, responsiveness takes on even more importance. With buyers under pressure and every expense being scrutinized, you must be vigilant about following up on every customer issue. “Quick responses, follow-through, and follow-up” must become a priority.
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