But, what if instead of viewing sales as something that feels forced or false, we saw it as a chance to connect? Because ultimately your audience isn’t purchasing your product or service, they’re purchasing your story!

This is why today I’m talking to Ingrid Maynard, The Sales Doctor, about How To Sell A Story Not A Product.

Ingrid shares incredible insight into sales, as well as tactics you can implement into your business immediately. She discusses the power of storytelling and how to establish and maintain trust, in order to make that sale and a life-long relationship.

See the full interview below or on our YouTube Channel Victory TV, otherwise, keep reading the shortened version of our discussion for her expert advice.

Do you have any tips on how to find the audience you want to sell to?

Firstly be open to your audience finding you, and what I mean by that is not that you should sit back and do nothing, what I mean is that your clients will tell you who they are.

Next, make sure you’re having conversations about the problem that your solution or product solves, or what that can enable a business to do more of.

Then look at your network and find those people that can refer you to potential clients, having that reference creates immediate credibility and trust. Find your place and become the centre of that eco-system.

From there? Have an appetite for the work and plenty of patience.

How do you establish trust with a customer?

It starts with connecting with people. A mistake I’ve seen salespeople make is going in to get something rather than going in to understand what the customer needs and being open to the fact that they might not be the best provider.

You need to have an abundance mentality when you’re in sales, understanding that not every customer is right for you and you’re not right for every customer.

How do you formulate a story around your product or service?

The more personal and relatable the story is, the better.

You might have one story, that’s your story, but the way you tell that story and the details that you focus on might vary depending on who you’re in front of.

Make sure you take time to understand your story within a hero’s journey format; people like to hear about the struggle, but they also like to hear about the triumph. If you can formulate your story within that structure it will absolutely resonate, and the customer will want to be a part of your next chapter.

Don’t know what the hero’s journey is? Check it out HERE and use this as a guide to tell YOUR story!

 

Please leave your questions, comments or thoughts about how to master sales in the comments below. Otherwise, get in touch with Ingrid, and invest in becoming an expert in sales!

If you want to see more interviews like this one, subscribe to Victory TV. We’ll see you next time with more helpful interviews so we can help you EXCEED THE BENCHMARK.

Don’t forget to join the Victory community on our social channels as well!

The post How To Sell Your Story Not Your Product – An Interview with The Sales Doctor, Ingrid Maynard appeared first on Victory Offices.

Customer service and customer experience are often used interchangeably, however, not all customers who receive a service have a good experience.

Customer service is something that is provided to you, anyone and anything could deliver that. This could be when you’re on the phone with your telecom provider, chatting with an automated web chat, paying your groceries or checking in to a hotel.

While all the providers deliver customer service, you can either have a horrific or memorable experience. The customer experience is the whole journey you’re taken on by the company, from the first moment of contact- to the delivery and aftercare. It is the feeling you get while you’re interacting with all channels of the brand.

We all know examples of bad customer service, and we know how it makes us feel: not understood and often frustrated. But how can we make sure that the customer’s journey is an enjoyable ride that they want to take over and over again?

First and foremost, the ride has to be a user-friendly one, any bump can throw your customer off and right into the hands of your competitor. True user experience (UX) goes far beyond giving the customer what they say they want. There must be a seamless merging of all aspects of your product/service, which starts from the first moment your customer interacts with your product/service, until after the payment is completed.

The UX process can be applied to both digital and physical products, such as websites, mobile apps, cars, pamphlets, fitness equipment etc.

To map out the user’s journey- we need to make sure that we find out it is going to be worth it to buy the experience, by asking:

• Is the final destination desirable? (Market research)

• Is the destination findable? (SEO, marketing, social media)

• Is the road to get there accessible? (IT)

• Would it be useful to get there? (Market research)

• Would you be able to convince people to take the ride? (Sales/marketing)

All the attributes together determine if the end product is valuable, and when they are all in sync with each other, we talk about great user experience.

But user experience is only a small part of the customer experience. The user experience (UX) is the customer’s experience with a specific product or service of the overall brand, while the whole brand including all its channels and the feeling the customer gets while interacting, is the customer experience (CX).

Leading companies understand that they are in the customer experience business, and they understand that how an organisation delivers for customers is beginning to be as important as what it delivers.

McKinsey published their insights on key aspects of how to improve the customer’s experience.
The conclusion: move from touchpoints to journey.

But where does this journey start?

The answer is: right in the heart of the organisation, at the management level. The management task begins with considering the customer—not the organisation—at the centre of the exercise.

Management should consider taking the following 3 steps to improve the customer experience:

1. See the world as the customer does during all touchpoints of interaction. Identify with the customer and understand their journey to the complete, end to end experience.
2. Shape interactions, digitise processes and refine new approaches in the field.
   McKinsey’s report describes that one tool leading customer experience players deploy is behavioural psychology, used as a layer of the design process.
3. Structure the organisation, align all departments and measure outcomes of what the customers are saying.

As we all know, great customer experience goes hand in hand with customer loyalty. However, it also makes employees happier, achieves revenue gains of 5 to 10 %, and reduce costs by 15 to 25% within two or three years. But it takes patience and guts to train an organisation to see the world through the customer’s eyes and to redesign functions to create value in a customer-centric way.

Luckily, all Victory Offices’ corporate receptionists and managers are highly trained in delivering
6-star customer service so you can focus on every other step of your customer’s journey.

Our 6 star front of house staff won’t only answer the phone in a professional manner on your behalf, you can also decide where we direct that phone call to ( e.g. your mobile/voicemail). However, if you don’t want the call to be redirected, we can write down the details and message of your customers, and forward that message through to your email.
But that’s not all, other secretarial services we offer to make your life easier are (not limited to):

• Mail/package handling

• Local envelope delivery

• Meeting & greeting your clients with a cappuccino, latte, T2tea or water

• Binding

• Laminating

• Printing & scanning

• Diary management

• Witness in document signage

• Minute taking in meetings

• Assisting in organising your events

• Organising your flights and accommodation

• Writing your happy birthday/Christmas/thank you cards

• Buying (Christmas) gifts for your clients

• Other admin duties as required

Would you like to find out what else we can do to help your business succeed?

We’d love to hear from you! So give us a call, send us an email, or better still- come in for a coffee, have a tour, and meet our lovely team!

The post Customer Service & Customer Experience (CX) appeared first on Victory Offices.

A company that answers every call with a friendly and professional welcome will leave a greater impression than one that goes to voicemail. Implementing a strong customer service strategy should be a priority for any business that wants to thrive. The power of a customer is critical to the success of any company. If your customer is not at the forefront of your business decisions, then you can bet that they will find another company that puts them first.

So how do you make sure that your customers choose you and keep choosing you?

Know Your Customer.

Customer satisfaction is a vital metric in the success of any business. The best way to guarantee customer satisfaction is to give your customers what they want, when they want and how they want it. To do this, you need to know them. Understanding who your customers are is essential, so dig deep. Get to know their likes, dislikes, hobbies, occupations, ages, gender. The more you know about them, the better!

Ask and Listen. Don’t Tell.

If you’ve ever wondered what sets some of the best customer service businesses apart, it’s this: they ask their audience what they want. Surveys and polls can offer great insights into the customer’s experience. You can find out exactly what your customers are thinking and feeling, without the guess-work.

There is a wealth of customer experience insights just in the way one uses a website. For example, how long are they on your page, what’s the bounce rate, what are they searching for, how are they being drawn to your website? All of this information paints a larger picture of the customer’s journey.

Be Available.

Phone. Email. Social Media. Smoke Signal. Morse Code. Customers want to know that they’re valued. They want access to information, products and services in a variety of forms, across a number of mediums. For a new business or a sole-trader, this may seem like a daunting task, but it doesn’t have to be. Victory Offices can help you.

“Great things in business are never done by one person. They’re done by a team of people.” – Steve Jobs

How Serviced Offices Benefit You And Your Customers.

Victory Offices is here for you so that you can be there for your customers. We offer Secretarial Services to all of our clients to help with the small things, so you can accomplish the big things. Our friendly, professional reception staff across all of our locations can help you with:

• Answering your inbound phone calls; never miss a call again!
• Printing, binding and laminating documents for your business
• Greeting your guests and clients at reception, ensuring a professional first impression
• Handling your incoming mail and delivering packages right to your desk

Victory Offices is dedicated to your business because your success is our success. Don’t settle for good customer service; exceed the benchmark and provide your customers with our award-winning service that will keep your customers coming back.

The post Customer Service: How To Make Your Business Customer-Centric appeared first on Victory Offices.