Melina Murray

The other day, I called UPS’s customer service to ask about a package I was expecting.  The website said delivery was attempted, but no one rang my doorbell or left a notice.  It seems UPS has an escalation unit for issues like this.  They take your information and someone calls within an hour.

My call came 15 minutes later.  The woman on the phone was incredibly friendly and started the conversation with “Hi hon”.  Then proceeded to call me “hon” throughout the call as she explained how she was making sure my package would be delivered in 30 minutes.    

I felt like I was talking to the owner of a small business who wanted to make sure her client was fully satisfied. This was a new and different experience in dealing with a huge corporation.  For some reason, the genuine use of “hon” made all the difference.

And, my package was delivered as she promised.

I can’t imagine she was trained to use terms of endearment on strangers, but this woman’s natural people skills made all the difference to me that day.

No Sale:

The other day I answered the phone after seeing a major cable/phone/internet company call for the 10th time in a week. I am not at all tied to any one cable company and was in a good mood, so I decided to listen. A woman with a pleasant voice wanted to tell me about the low 12 month rate for cable.  I explained that I had a bundled packed and internet access was vital.  She replied by reading a script about all the channels I would receive. Again, I said, I have a bundle for a low price, and I would need internet access.  She then talked about the low price of cable. Mind you, I know this company offers bundles.  After about 5 minutes of me trying to basically give her a reason to up sell, I finally just said, thanks, but no thanks.

As I hung up the phone, I was thinking about her lost opportunity.  She could not have sold just the cable, but the door was wide open to sell another set of products.  And she never even peaked through that door, didn’t listen to my needs as a potential customer and was only focused on the task at hand.  Her company lost a sale, a potentially more lucrative sale.

Sale:

After bidding on and winning the price of a ticket on Priceline.com, my husband and I wanted to change our flight. Now, in general, you are not allowed to make any changes to these types of tickets. However, while at the airline counter, we decided to ask the smiling woman behind the counter if we could alter our return time.

With a “let’s see”, a few clicks, and some conversation with a co-worker, she had us booked on a new flight.  The airline made an extra $200 in change fees, and was rewarded with great word-or-mouth marketing from two very satisfied customers.

Instead of saying “no, you bought an un-changeable ticket”, this agent found a way to make money for her company and satisfy her customers at the same time.  Ideal!

So…

How do you train your sales people?  What types of people do you hire to sell your products?  Do you hire people to just sit on the phone, read a script and see what happens, or do you provide them with the knowledge of all product lines and who to go to when they have questions?  Do you empower your people to make sales even when it is not within the scripted guidelines?  Is your motto “do your job” or “make the sale”?