Regis McKenna wrote about the “never-satisfied customer” — and, in today’s world of endless options, the problem is certainly exacerbated. On today’s PROJECT DISTINCT, Scott McKain looks at what we should do when a customer refuses to be satisfied with the products, services, and experiences that we are providing.
No employee — or the organization they work for — starts a day thinking, “Another chance to deliver lousy service to our customers!” However, many do. Today’s PROJECT DISTINCT takes a look at several organizations in varied industries and examines the specific steps they take to deliver distinctive service. And, NONE of these are expensive — they’re all steps YOU can take, no matter what you do!
It’s hard to think of a differentiated or distinctive organization — or professional — who is what Zig Ziglar called a “wandering generality.” In other words, one of the first steps you must take to stand out from your competition is a focus on what sets you apart. It’s having CLARITY on who you are and what you mean to customers. On today’s PROJECT DISTINCT, Scott McKain will help us understand the importance of clarity and how to attain it.
Would you want a surgeon to operate on you if she hadn’t received ongoing training after graduating from medical school? Probably not. We recognize in many professions that ongoing training is required to continue to work in that field. So, if it’s so important to them — why not to the employees of your company (no matter the size)? On today’s PROJECT DISTINCT, Scott McKain will discuss a recent study by McKinsey and Company on the four steps necessary to improve your organization’s training efforts. It’s all about what you can do so you — and your team — continue to learn and grow towards distinction on today’s episode.
Link to McKinsey report discussed: https://www.mckinsey.com/business-functions/marketing-and-sales/our-insights/the-difference-between-good-and-bad-sales-training
After yesterday’s PROJECT DISTINCT, it’s obvious that listeners wanted more info on dealing with price objections in these competitive times. Today, Scott McKain offers more ideas and strategies on how to deal with customers who insist they can buy it cheaper than what you and your organization are offering.
At yesterday’s seminar in Tasmania, a participant asked Scott McKain what they should do when a competitor says, “Go out and get the best prices and I’ll beat anything by $500.” Handling the price objection is never easy — but, we can improve our averages in closing. Understanding the important role that distinction plays in getting customers to spend more is absolutely critical — and the topic of today’s PROJECT DISTINCT.
Subscribe to the PROJECT DISTINCT DAILY PODCAST
