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Doing the right thing…

February 16, 2010

Cindy Donaldson, Director of Marketing & Personal Lines Sales - Founders Insurance Group


My sales Yoda from way back when, Mark Johns of the Sir Speedy Printing franchise system, told me that a very important part of the sales process is doing the right thing when things just aren’t right. 

It happens in every business, to every salesperson, to every business owner – something goes wrong eventually. A shipment is late, a copy editor misses a big one, a receptionist is short on the phone to a VIP, …the list goes on. Oh yes, and it has happened to me. I can honestly say that 95% of the time it was just “one of those days” – things happened that were out of my control and that unfortunate “stuff” trickled down to one of my clients. 5% of the time, I just screwed up. 

The bottom line: I had to take responsibility for all of it and make sure that my client was happy. The worst case scenario is having an unhappy client and you don’t know they are unhappy. Happy clients might tell a few buddies about you, an unhappy client will tell the world.

Mark drilled into us that admitting fault is vital. Don’t try to blame it on someone else or even worse lie. Clients will appreciate the honesty. Go above and beyond to make sure your client’s problem gets fixed asap – if it can’t be fixed then you need to do whatever needs to be done to make sure that client sees your remorse and believes that you won’t let the “issue” happen again. 

We all have our strengths and weaknesses. Capitalize on your strengths and compensate for your weaknesses by surrounding yourself with people who have talents you do not. This will minimize the “wrongs”. Learn to apologize sincerely, be empathetic to your client’s pain and never ever pass the buck. 

Do this and success will follow you. Just ask any salesperson who has a few of those “Clients for Life” – I guarantee they got the same speech from their yoda. 

Happy selling! 

Cindy “Skywalker” Donaldson

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