About a month ago, I ordered an ottoman for our TV room. I must admit that I was pretty proud of myself because my wife typically handles these tasks, but this time I saw what I liked, and I bought it! (Of course, I sent a photo to my wife for her approval first.) I originally was given a delivery date of May 25th, but as you’ve probably guessed already, shipment has been delayed. However, I’m not worried or unhappy. Why? Because the furniture company has done what all salespeople should be doing during this unique time…
All salespeople should be overcommunicating with their customers between the contract submittal and delivery.
The seller of our ottoman has emailed, texted, and called me multiple times since I placed my order. Obviously, they reached out apologetically when the order was delayed confirming a new date, but they’ve also touched base every few days to let me know that we’re still on for the new date (June 7th – one day after we post this, so cross your fingers). A few years ago, I would’ve been annoyed with all these correspondences. But now – while all consumers feel like we’re in a black hole – I love it.
All salespeople in the security technology industry – system integrators and manufacturers - should be communicating with this frequency and professionalism.
This might be someone else’s job. Do it anyway.
There might not be anything new to share. Do it anyway.
You might feel like a pest. Do it anyway.
You might be super busy. Do it anyway.
All consumers, including your customers, feel anxious and out of control right now. If you can provide some certainty to them with overcommunication – whether it’s good or bad news – they’ll appreciate you for it.
