Sales Leaders: How To Redefine The Customer Experience
We’ve all heard the famous Stephen Covey line: “The main thing is to keep the main thing the main thing.”
But what happens when everything feels like it is the main thing? What do we do when seemingly every task, priority, and event seems urgent and life-threatening?
The problem, of course, is that when everything is important, nothing is important. That is, it becomes impossible to tell what matters most.
In most situations we would be hard-pressed to find someone who would disagree with the statement, “customer care is our number one priority.” It’s a no-brainer, right?
But over the last year, that commitment a customer care has waned while other urgent priorities scream for attention.
And burnt-out sales leaders who are running around trying to keep up with a constantly changing market have let the burden of customer experience fall to the salespeople who are also burnt out and exhausted.
The result: disappointment and frustration on both sides of the sale.
At the same time, the way buyers go about purchasing has seen a revolutionary change.
The introduction of new technologies that allow for a virtual buying process has made for a tectonic shift in the sales presentation.
One might suggest that the buyer needs the salesperson less today than ever before. I would staunchly disagree.
Why? Because purchasing is an emotional endeavor. Websites, robots, artificial intelligence programs and virtual reality all live in the world of logic.
Is there room for the technology? Of course. That particular race car is not going to slow down anytime soon.
But that only means that sales professionals must lean much more deeply into the emotional aspects of the buying journey.
How emotionally connected are you to your buyers? Has that waned over the past year?
If so, it’s time to re-think your priorities.
You don’t have to have a hug-fest and it doesn’t mean you are failing if your customer isn’t regularly crying on your shoulder.
Connecting on an emotional level means that you understand the core emotion-driven issues that your customer is dealing with: their dissatisfaction, their hopes and their fears.
Lean into the emotion. It’s the most powerful method for standing apart.
At Shore Consulting’s annual Sales Leadership Summit we will dive into this prickly topic and offer some specific strategies for engaging with our customers in a way that is meaningful, touching, and powerful.
Every year, the Sales Leadership Summit is the biggest and only conference designed exclusively for sales leaders in the real estate industry.
Hundreds of people return every year to experience great teaching, build new strategies, learn new tools and expand their network of friends.
How can the Sales Leadership Summit help you succeed at work?
If you need a step-by-step pivot plan for what’s to come
You have amazing ideas to improve your department or boost performance metrics. But if you can’t find the time to communicate or implement them, it doesn’t really matter. At this event, you will learn how to create margin in three key areas — money, time and land so that you can maximize the opportunities that are ahead.
If you’re in survival mode from the constant change in the industry
It’s a LOT of work to be in survival mode as a sales leader – constantly firefighting and jumping from one crisis to the next. And even if you and your team are crushing it, survival mode means there’s no long-term, or even medium-term plan. This event will help you prioritize and prepare all the moving parts of your role as a sales leader.
If you lead a sales team (or want to)
To be an effective leader, you need to be able to lead people confidently through uncertain times. Reality: the majority of new home salespeople have never seen a down market. How do you assess the size of your team for organizational needs? Attend Sales Leadership Summit 2021, so you can confidently lead your team through whatever is ahead.
