There’s always an “er” – a happy customer can always be happier, fast service can almost always get at least a little bit faster, and a good product or service can become gooder (of course I mean better).
Most companies strive for these types of improvements, but many are going about it backwards. They design an improvement, implement the required changes, roll it out to customers, and then hope and prayer buyers like the outcome.
Synergic Enhancement, a process where all involved work together to create a result bigger and better than their combined efforts, is created by a collaborative experience. Collaborative selling and service not only better meet the needs of customers, but also provide important information as to potential enhancements to value.
A recent example of this comes from a top company that does a superior job of delivering a consistent, positive experience to customers. As their advisor, I’ve been a part of this organization’s evolution from a solid sales and service practice to a better system that created a more consistent and reliable process that improved client satisfaction.
Like many entrepreneurial leaders, their management team constantly has new ideas of ways to enhance value. However, they smartly question which of these will actually make customers happier. Rather than guess, I helped them create Launching and Integrative Questions for their Sales Flow process (the collaborative sales practice from Sales Yoga) to determine the common threads they could tie together to create their next upgrade to the customer experience.
In less than two weeks, their staff engaged in dozens of collaborative conversations using these questions, and quickly found a universal desire for increased speed of delivery. They were able to implement this improvement quickly, given the detailed understanding they gained in the collaborative dialogues. Customers are now even happier and my client has reduced costs as a result of less time spent on the fulfillment phase of their work.
By starting with the end clearly in mind, as determined by buyers, Synergic Enhancement create an expressway to more rapid improvements that customers love.
This Week’s Radical Accountability Activating Action: Create two or three questions that will help you find the common threads you can tie together to create mutually beneficial enhancements.
Are you ready for advanced sales skills, including Deal Arousal? My upcoming program, The Inspired Sale will show you how to awaken more buyers while also engaging in Sales Flow to create opportunities where they feel a compelling need to buy and buy from you. Learn more
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