Steve Hoffacker's Sales Quips

This week, we witnessed a large organization with a lot of parts - a lot of moving parts actually - show that things can happen quickly if and when you want them to. I'm speaking of NASCAR.

Saturday night, the fans got shortchanged as the Bud Shootout ended with a checkered flad (the winner) and a yellow flag (caution) flying at the same time. This means that the competition was over as no one is allowed to advance their position or challenge during a caution. Essentially the filed was frozen prior to the finish.

The way it got to that point was with the green-white-checker provision that NASCAR put in a couple of years ago - also after fans clamored for a change. There was a caution before the end of the race so it was started again with a chance - but only one - of completing the race at speed. If there was another caution in the overtime, the race wowas over and would finish under caution. Such was the case.

There was a lot of talk and speculation as to how to give the fans more of what they came to see - an actual race to the the finish line. SO NASCAR now had ruled that there will be three attempts to complete the race in overtime. If the first one doesn't work, they'll do it again , and one more time - if necessary.

That was Saturday. Yesterday, they announced the change - in time for this weekend's big slate of races at Daytona.

It didn't need a series of meetings and focus groups. No committees to mull it over. Less than 4 days and it was done. See what can happen when you remember your customers?

Toyota, take notice.

Congress, are you listening?

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For more information on my coaching and educational programs and services, visit my website stevehoffacker.com or go to my other blog homesalesinsights.com for additional sales tips, insights, and commentary. You can also listen to my free podcast messages at Steve Hoffacker's Happenings.

© Steve Hoffacker, 2010. All Rights Reserved.

No one likes to experience talking to a customer service technician when they don't understand your issue or can't really help you resolve it whether they are experienced or not. They almost make it seem somehow like it's your fault the product isn't performing. I had such a call yesteday - for over an hour. Rather than resolve the issue, which I think they should have been able to do, they essentially wanted me to keep trying to fix it myself. I am waiting for a supervisor to call next.

Then, there is the other type of call, albeit considerably rarer. The one where you are treated well and the person you are talking to actually knowsa what they are doing, anticipates your needs, and makes helpful suggestions. You don't feel silly for having called. You didn't waste their time. You actually feel good asbout continuing to use their product. I had this call yesterday also.

Call it the tale of two calls.

If companies are going to continue to put people on the front lines like in the first example, they are going to continue to lose customer loyalaty and positiove WOMM. For the record, I have dealt with some very good, talented, engaing people at this company, and several like this person. There clearly is a disconnect with so many companies on the importance of customer relations.

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For more information on my coaching and educational programs and services, visit my website stevehoffacker.com or go to my other blog homesalesinsights.com for additional sales tips, insights, and commentary. You can also listen to my free podcast messages at Steve Hoffacker's Happenings.

© Steve Hoffacker, 2010. All Rights Reserved.

Airlines already have done just about all they can to nickel and dime the flying public - just about.

Remember meals on nearly every flight? Remember 2 or more carry-on bags? Remember not paying for sodas and water? Remember getting bumped and getting a free ticket instead of a fixed amount? Remember airlines waiting for passengers from a connecting flight? Remember airlines putting people up for the night when it was their fault that passengers couldn't make their last connection? Remember checking several bags at no charge?

Those were the days.

Now, in addition to paying for everything except the seatbelt, airlines are discussing charging for carry-on luggage. Would a purse or briefcase then be subject to charge?

Regardless. The airlines charge and charge, and we let them. We need to demand refunds when the service is bad. We don't pay full price for a poor meal, and often are comped altogether. We receive a discount when there is a problem with our hotel room or rental car.

Airlines so far are above this. Maybe this is because they know they provide such poor customer satisfaction.

If we held airlines accountable, we would backcharge them or request vouchers or refunds when they are late (on either end), when they cancel flights for reasons other than snowstorms, when they leave us parked on the tarmac or taxiway for extended periods of time, when they oversell the flight and squeeze us in like sardines, when they are condescending or patronizing, or when they lose or damage our luggage.

It's no wonder many people choose driving over flying whenever possible.

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For more information on my coaching and educational programs and services, visit my website stevehoffacker.com or go to my other blog homesalesinsights.com for additional sales tips, insights, and commentary. You can also listen to my free podcast messages at Steve Hoffacker's Happenings.

© Steve Hoffacker, 2009. All Rights Reserved.

Just buying a billboard and printing a slogan doesn't make it true.

This afternoon I saw a billboard on the highway that proclaimed that customers were #1 at Wachovia. I almost drove off the road. That's one of the funniest things I've heard in a long time.

I have lost track of the number of times I have failed to get a straight answer  from a Wachovia person, and no one will accept the word of any other staff person. They are masters of shifting responsibilty to someone else, however. 

If you work at Wachovia and I have inadvertently lumped you in with all the slackers at your bank, I'm sorry. I'd like to think there were some people at the bank who knew what they were doing and related well to the public. I just haven't found any yet.

I think that billboard should come down before someone has a accident.

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To learn more about my coaching and educational programs and services, visit my website stevehoffacker.com or go to my other blog homesalesinsights.com for additional sales tips, insights, and commentary. You can also listen to my free podcast messages at Steve Hoffacker's Happenings.

© Steve Hoffacker, 2009. All Rights Reserved.

Don't you love it when you call someone for computer or software technical support - when you can actually talk to a real person  - and they give you one of two standard responses? It doesn't matter what the issue is. They'll suggest you reboot ot that you reinstall the program or both. The third common one is turn off, unplug and replug.

Occasionally - and it seems to be less frequent than it used to be - you'll find someone who knows more about the issue than what they read on the information page in their manual while talking with you.

I know many of us know more about the issue than the people we're talking with - which is both frustrating and nonproductive.

This sets customer service back even farther.

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For more information on my coaching and educational programs and services, visit my website stevehoffacker.com or go to my other blog homesalesinsights.com for additional sales tips, insights, and commentary. You can also listen to my free podcast messages at Steve Hoffacker's Happenings. © Steve Hoffacker, 2009. All Rights Reserved.

People who are in retail, service, or sales pursuits owe as much or more to the public as they do to their companies.

So many times, people just go through the motions or act like they are trying to do their job, but they are ignoring a very important aspect of that work - their customer or the general public.

If someone doen't like working with people and being polite, courteous, helpful, enthusiastic, optimistic, friendly, and outgoing, then working with the public is probably not their ideal calling. They should think about a career change - or an attitude change.

I really am amazed at how valets, taxi drivers, waiters, retail clerks, salespeople, technicians, and others whose business primarily involves serving the public act as if the public is bothering them. They have a "just leave me alone and let me do my job" attitude, which is totally misplaced because their job is serving the public.

Let's be careful as salespeople that we never let our drive or intensity in getting something done overshadow our true focus which is our customers.

Without customers we have no business. Without satisfied customers we have no referrals or hope of future business.

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For more information on my coaching and educational programs and services, sales tips, insights, or strategies, visit my website stevehoffacker.com or my other blog homesalesinsights.com. © Steve Hoffacker, 2009. All Rights Reserved.

Customer service - and usually the lack of it - is a topic that is frequently discussed on this forum.

A few nights ago, we were at a restaurant where the epitome of a great customer service attitude was uttered by the manager.

Apparently they were short staffed. This seems to be a rather common issue in the restaurant and retail arenas - so the manager was helping out at the salad bar. Another customer remarked about how happy he seemed and his great attitude, and his response was classic.

He said, "I'm the manager and I love it here. I'll do whatever needs to be done."

Wow, if more managers felt that way, then more employees might feel that way, and then there would be more satisfied customers. Then, we'd be able to return to stores that we no longer patronize because of their deplorable attitude and execution.

Regardless of what we do, we need to do it enthusiastically and set a great example to those around us - associates and the public.

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For more information on my coaching and educational programs and services, sales tips, insights, or strategies, visit my website stevehoffacker.com or my other blog homesalesinsights.com. © Steve Hoffacker, 2009. All Rights Reserved.

After running into a series of frustrations and less than stellar customer experiences at other major office supply companies, I recently started shopping at Staples. They only had a couple of stores in our area until recently but now are more numerous than before.

I hope no one clues them in as to how the other chains are doing business or they might get the idea that they can get by with less.

My last several shopping experiences at Staples have been pleasant, and I’ve even had the manager help me personally on a couple of occasions. Each time, including today, when I’ve asked for something that I couldn’t locate or wanted to ask a technical question, an employee has taken me to the location – taken, not pointed in the general direction – where the product was, answered my questions, and assisted me in making a purchase.

I sure hope this continues because it’s been a pleasure to shop at Staples.

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For more information on my coaching services or sales tips visit my website stevehoffacker.com or my blog homesalesinsights.com.

Today AT&T had their heralded release of the new G3 iPhone. You'd have thought that they would have been better prepared.

However, it was a complete disaster from the moment we arrived at the store.

The phone wasn't for me - my wife and son decided they wanted one so I went along to capture information for this blog. I didn't know what I would witness, but I had no idea I would see as much as I am about to tell you.

When we arrived mid-morning (after the initial rush where they sold most of their inventory), we stood outside in the direct sun, queued up along with some 40 others. No tent, no shade, no sun protection. My son has 2 very red arms to show for his time in line.

A few minutes after we arrived, they brought out a case of 24 non-chilled bottles of water for the 40 people in line (we didn't get any). That was the only liquid offered all day although some enterprising person began selling water in the parking lot.

After gaining access to the store - which was one-at-time by invitation when they unlocked the door and beckoned the next customer to come in - we conducted our business.

As we were concluding our purchase, we asked for a water fountain - they don't have one. We asked to use a restroom - they don't have one. We were directed to go to another store across the way.

So, after more than a 3 hour total time expenditure, and after purchasing 2 of their phones, they couldn't give us any water or allow us to use a restroom? How can they run a business this way?

And you can't say they were taken by surprise.

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For more information on my coaching services or sales tips visit my website stevehoffacker.com or my blog homesalesinsights.com.

In the past couple of weeks I have had 2 major confrontations (prolonged discussions) with customer service personnel - as they called themselves - at 2 different large businesses. As you might tell by my general tone, they were not helpful and did not provide a service.

What ever happened to the customer is always right? Has it become the company is always right?

The real kicker for me was after long discussions with more than one person at each place, I asked for something to be done that I thought was a fair resoultion to the issue. I was told "Oh, we can't do that." I chuckled because I know that they have done it in the past. So I corrected them, "You can do it, you just mean that you won't." Apparently semantics is not a strong suit in customer service. Their consistent refrain was that they "couldn't" do it.