Ensuring a Sale is Truly Complete
One of the most frustrating experiences for a salesperson is closing a deal only to see it unravel due to poor execution by their organization. A colleague once shared, “I worked hard to secure a new client, but our company mishandled the initial delivery, and we lost the business. It’s exhausting to see hard-earned sales slip away because of service mismanagement.”
As a consumer, I’ve experienced this firsthand. When my hot water heater started leaking, I sought a reliable provider. My first call was to a national hardware chain. They quoted me a reasonable price for both the tank and installation. But the next morning, a third-party installer called to add unexpected fees. Feeling misled, I canceled the order, and they didn’t even follow up to understand why.
This story highlights a key lesson: a sale isn’t complete until the customer is fully satisfied. Or, as Yogi Berra famously said, “It ain’t over till it’s over.”
Strategies to Ensure Sales Success
- Create a Strategic Plan
A salesperson’s job doesn’t end with the sale. Develop a clear schedule that outlines steps to ensure first-class delivery and service. Consider hosting a kickoff meeting with your customer and your internal team to set expectations for the first 60 days. Document required actions and anticipate potential challenges to address them proactively. - Enhance Team Collaboration
Salespeople are the bridge between customers and the organization. Strong communication between customer service, delivery personnel, and sales ensures any surprises are managed effectively. - Prevent Errors
Understand what your customer expects from the sale, from accurate inventory to seamless delivery and friendly customer service. Identify potential challenges and address them before they arise. - Exceed Expectations
Building long-term relationships hinges on surpassing customer expectations. Help customers streamline their operations, reduce costs, or improve efficiency with your product or service. - Measure Satisfaction
After delivery or installation, check in with your customer to gauge their satisfaction. Use a simple scoring system (e.g., 1 to 10) to understand how well you performed. Aim for a score of 9 or higher, and take immediate steps to address any shortcomings. - Foster Referrals
Strong relationships can lead to valuable referrals. When you consistently meet and exceed expectations, customers are more likely to introduce you to their network, expanding your pipeline.
Final Thoughts
In the end, I purchased my water heater from a personable local distributor who provided a clear, honest quote and managed the installation smoothly. After the project, the salesperson followed up with thoughtful questions to ensure I was satisfied.
This experience underscores the importance of seeing every sale through to the very end. Remember: it truly isn’t over till it’s over.