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RAB Research Archive

Just a little goes a long way...

In a small coffee shop in the heart of the city, a regular customer walked in with a frown on his face. The barista, a young woman named Maria, noticed his demeanor and asked if everything was okay. The customer, who had just received some bad news, shared his worries with Maria, who listened attentively and offered some kind words of encouragement.

As the conversation progressed, Maria noticed that the customer's gaze kept drifting towards the baked goods on display. He eventually asked if they had any gluten-free options, to which Maria replied that they didn't, but she knew a nearby bakery that specializes in gluten-free treats.

The customer thanked her and was about to leave when Maria had an idea. She offered to place an order for him at the bakery and have it delivered to the coffee shop, so he could enjoy a treat with his coffee. The customer was surprised and grateful for the gesture and eagerly agreed.

A few minutes later, Maria placed the order and gave the customer a seat at the counter, free of charge. As he enjoyed his coffee and gluten-free muffin, Maria continued to chat with him, making sure he was feeling better.

This simple act of kindness and customer focus not only made the customer's day but also earned Maria a loyal customer for life. He returned to the coffee shop regularly, bringing friends and family along, and telling anyone who would listen about the exceptional service he had received.

This story is a testament to the power of customer focus in sales. By putting the needs and concerns of the customer first, Maria was able to build trust and establish a long-term relationship that led to increased business and customer loyalty.

In any sales setting, the customer should always be the focus. By listening to their needs and concerns, being knowledgeable about the product or service, being responsive and accessible and following up after the sale, salespeople can build trust and establish long-term relationships with their customers. This can lead to increased sales, customer loyalty and ultimately, a successful sales career.

We are always looking for great examples of your customer service. Have a story to share? Please email me at Jeff.Schmidt@rab.com.

Jeff Schmidt is the SVP of Professional Development. You can reach him at Jeff.Schmidt@RAB.com. You can also connect with him on Twitter and LinkedIn.

Source: Jeff Schmidt, SVP of Professional Development, RAB