Deliver on Your Promises

Research has shown the main reason customers do not trust sales people is that they do not deliver on what they promise the customer. The flip side of this is when you do deliver on your promises, you build trust and create a competitive advantage with the customer. Let’s review a few key tactics to “deliver and build trust” with customers.

1. Sell a Product or Service You Truly Believe In. Customers can see and sense the belief a sales person has for a product they are passionate about. Those that believe in the benefits of their product/service are more likely link it to customers’ needs and business issues.

1. Be Realistic on Delivery Times. Many sales people under estimate the time needed to do the proposal, arrange the demo, or deliver the finished product. Or they just give the quickest date possible to please the customer. When setting dates for delivery of anything to the customer, be realistic and give yourself some extra time to in case of unforeseen problems.

1. Ensure Good Relations with Your “Hidden Dimension.” Being able to connect and rely on your support team back in the office is a big plus when the customers enquire about a product spec, process, customization or price that you may be unfamiliar with. This shows the customer your “Hidden Dimension” support team backs you in the field. The customers will be more confident of your customer service delivery.

1. If You Can’t Deliver On Time, Contact the Customer – Early.” It is common the original promise of delivery cannot be met. Don’t keep quiet, don’t stress. Pick up the phone and call the customer and advise them there can be a delay. Many times the customer appreciates the “heads up” and will allow for a revised delivery date or specs.

1. Be Available To Help the Customer. Let the customer know, his/her success is also your success and that you are available to be contacted at any time to support, serve or answer requests the customer might have. Give your HP or cell number to prove this.

1. Have Adequate Proof Sources. Customers can be skeptical on your company’s ability to deliver on the features and benefits you offer. Make sure your have reliable and varied proof sources that you think your customer will respect. Personal referrals and demos seem to work best.

1. Never Lie or Shade the Truth. Customers value salespeople who have integrity. Tell the truth. If you don’t, know, it’s OK. Just tell the customer you will get the information required. Be honest and well versed on your product or service benefits and competitive advantages. Don’t try to “wing it.” Always have an Internet connection to be able to get to your company website that you have studied to support any information you give.
2. Under-promise and Over-deliver. Make it a habit to please the customer by sending things, or information ahead of the scheduled time you promised. This practice also shows the customer you want to serve by exceeding their expectations. It may also demonstrate that you value the customer’s time.

These eight proven tactics of “delivering on your promises” build your integrity and trust with customers and can give you a competitive advantage to clinch the sale. Make them consistent habits in serving your customers.

Have a great week building customer trust!