Mark McCarthy's Blog

Dear Sales or Service Rep,

What the heck happened when you had your chance?

I didn’t have a choice; I had to speak with you.  I needed to talk to a human because as a small business owner, I’m super busy and sometimes it’s just faster.  So you got me and I got you.

It’s a big deal I guess for you to talk to me, given how much I and my fellow small business owners are in demand.   I’m all over TV.  Seems like every company wants to help me or guide me or build a special site for me to visit.  That’s nice.  

So there I was, live and in-person on the phone. 

Wallah.

You had me when you said “Hello”.  I was waiting.  I was actually semi focused on you and what you were doing.  I had a need when I called and you had a real voice.  But in the end, the stuff you did and didn’t do just let me go.

I’ve been a customer of yours for 4 years now but I never knew you knew that- you didn’t say.  With my customers, it’s pretty much the first thing I notice.  Sticking with me means something to me, but to you? Guess not.

You called me “Steve” but frankly only my friends; my doctor and my family call me “Steve” at least not without asking permission first.  Heck I’ve never called any of my customers by first name unless I knew them well or they insisted.    You folks don’t realize how that rubs us business owners who are customers the wrong way.

You tried to up sell me and cross sell me stuff like you were afraid.   Huge turnoff.  Have some confidence!  People forget I am in sales too or my kids don’t get fed.   And while I may not be a pro at selling, I darn well don’t do it meekly.  I have to up sell and cross sell too to make my business grow.  So if you’re going to sell me, do it with pride and strength, not like your praying I won’t notice.  I get it.   Just like I do for my customers, I know there are real deals out there to be had.  I know too that there’s stuff my customers don’t even know they need yet and the same I suspect, goes for me.   When I sell, I’m proud of what my products can do.  You should be too.

You had me at “Hello”.  Maybe next time you can keep me to “Goodbye”.

Till next time,

Grow The Business.

Mark