I know a few business owners that pride themselves in closing business “all online” without expending time and money meeting their customers. We had a sales situation last week that I thought I would throw out here and take a poll on how you would handle it from a business owner perspective.
In 2009 our customer had generated roughly half a million dollars in revenue for us. We had performed well and the customer is looking to renew for 2010. An initial order had been issued and we had received an” invitation to quote” letter offering to increase their spend with us if we could offer tiered pricing discounts. After a phone conference to make sure we understood the intention, we prepared our proposal. A t that point we made a 4 person/day–$1500 decision.
We could have easily submitted the proposal by e-mail remotely and I am quite sure increased our revenues for 2010 because there were compelling discounts. This customer does conduct most of its business over the phone and online/via virtual communication. Instead we offered to present the proposal face to face to be able to review the content in detail. They welcomed the offer. Although time was at a premium, the client gave us 60 minutes which we maximized with an agenda, proposal, handouts and even lunch (that always helps sweeten the mood)..”
Through the course of the meeting we created a bond with two directors we had never met before. Although not stated, we could “see” that they were new to setting up a “strategic supplier relationship” and really weren’t quite sure how to go about negotiating the agreement. We could “see” they were uncomfortable with body language, shifting, facial expressions, glances at each other, even smiles after specific questions. As a result of being face to face we agreed to build this contract together. This resulted in a “partnership”and I believe probably increased the spend level for 2010 by 25%.
I would like to know how you or your business owners would have reacted to this situation? In our case, I believe this was a very worthwhile investment although we would have had business anyway.
What would your company have done?
{ 2 comments }
Hi Bruce
Trusting you keeping well, and complements of the season to you.
I had a brief look at your new blog, and I’m very impressed:)
Liked the above “personal” customer visit article.
I am a true believer in “personal” contact when it comes to business.
As Gary Player once said: “There is no substitute for personal contact”.
All the very best for 2010.
Warm regards
Erwil
I agree completely with the decision to meet the client face to face. Face to face allows you to gain crucial clues to the clients way of of business by seeing who (what level of management) attends your visit, how long they stay, their attention span and noting whether they asked questions.
I once traveled to LA for a two hour meeting with a prospect who was so appreciative of my attention to their needs that the meeting went on for two days and resulted in moving a major contract, that had been stalled for four months, forward to signature.
Face to face can do many things for your company and the only managers that don’t like it are the accountants… but then, accountants do not make sales.
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