Thoughtful Thursdays – The hidden customer
They don’t necessarily stop the sale, but their unchecked presence can drive you around the bend. From the beginning of the sales process to the day when you finally collect the final payment, the hidden customer can frustrate you at every turn, if you let them.
The hidden customer can be difficult to identify. They change to suit the situation and go undetected, but not without first making their presence known. More than one may infiltrate your workspace. Today’s thought is about recognizing when they might be in play.
An early indication there may be a hidden customer is an indecisive behaviour being demonstrated by your customer. Once day you are in agreement and the next day they have changed their minds. This happens a few times, the sales cycle is extended but you soldier on to the close.
Hidden customers are often “experts” in your field.
The sale is made and the work begins, all looks good. Then something like this happens:
Your customer: “I like what I see so far and an am happy with the work. There is one thing though… what do you think about…?”
You: “That is interesting. You might do that, however in my experience if you do that way then this will happen and that is not what you wanted, right?”
Your customer: Yes, I see
You: Subtitles – “WTF just happened there?”
It is important that your customer has full confidence in your ability to deliver what you have agreed to. If there are any doubts, they will ask their friends, search the Internet and engage as many hidden customers as necessary to gain that confidence.
The hidden customer can turn a week into a month without compensation.
Be aware of what is going on around you. If you sense there is a hidden customer in your midst, it is time to stop work and have a hear to heart with your customer.
Good selling,
Richard
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