Archive for the ‘banking’ Category

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Favorite sales stories, and a new podcast

In advertising,banking,Books,business,commercials,computers,culture,design,generosity,humor,leadership,Localization,mission on September 14, 2016 by mstevensrev

sales-army.jpgToday we put our the latest episode of our podcast, Episode 010: What about Sales, from Globally Speaking. www.globallyspeakingradio.com or you can listen and subscribe to the podcast on iTunes, Google Play (USA or Canada), Stitcher, or via RSS. This inspired me to share a story that tells you how hard it is to do sales, which is something I am passionate about.

A few years ago before the localization industries primary trade show, LocWorld, I sent a note to a friend that I saw was going to be in attendance, offering to show him around town since the show was in Seattle. It had been a few years since I had connected with this friend and former client, so I thought it would be great to catch up. Surprisingly, to me, there was no response.

On the second night of the show we are at a bar and I see this friend I reached out to at the same bar with his colleagues enjoying a drink. The bar was closing, and I went up to see how he was doing. After some small talk he said, “You’re from here, where can we get another drink?” I had my car and offered to take them to another bar I knew would be open and fun. So we went out to my car, the four of us squeezing into a small two door car, once everyone was in I locked the door and asked, “No one is getting out of the car until I found out why you didn’t respond to my email.” There was laughter, but I did not move or start the car as everyone looked around.

Finally my friend went to explain that he had received no less then 400 emails or LinkedIn InMail before the conference. Some were offering him “10% less then his current prices, guaranteed.” He then apologized, under the threat of never getting out of my car, and went on to explain how it was impossible to separate the signal from the noise in such circumstances…so he just shut off.

Not only was it fun to reconnect with an old friend, but he insight was shocking to me. How do you distinguish yourself when people have shut off because there is too much noise? How do you respect a person’s desire to not be bother but also let them know that you are thinking about them? This is the work and the art of sales, each person and company are unique but the principles you have in place to tackle this obstacle are key in your success.

Sales are contingent upon the attitude of the salesman – not the attitude of the prospect.

-W. Clement Stone

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>My Banking customer service story…

In banking,work on March 14, 2009 by mstevensrev

>I have been a member of a credit union back in MD since I was about twelve years old, maybe earlier. While living there had a great experience and therefore thought that credit unions were great. After I began moving around the country it was not as good of service, but I understood because 95% of their customers were local and that is what they needed to focus on. So over the years I’ve open accounts but never closed my credit union account.

Just the other week I started using new personal finance software, and I wanted to like this account to my overall profile. It had been ages since I used their online banking and of course I got locked out because I couldn’t remember my member number or password correctly.

So that got me to call them today. I had found an statement with my member number, after I finally got through they told me the account was closed because of inactivity and when that happens all the funds go directly to the state of Maryland. Nice, thankfully it was only $10. I asked about if they normally notified people they were doing this and they said yes, but I had not been notified and they had no excuse.

The really fun part came when I said. Look if you all don’t want me to have an account no problem, please just provide me the information I need to link the credit card associated with the account. This was the card we used for our trip to FL last month. I wanted an exact number so we could pay off that trip. That got them very interested. “Every credit card must be linked to an open account, how do you have a credit card?” I thought okay this is how they are going to settle this because of credit they are suddenly interested in me as a client.

It get better. Okay Mr. Stevens, even though we closed your account without notifying you, and we have allowed you to keep a credit card which is not standard practice of our bank, SEND US A CHECK SO THAT WE CAN REOPEN YOUR ACCOUNT. I laughed and asked them to say it three times, laughing more each time though she wasn’t getting the joke. I said you made a mistake, you don’t have any answers as to why the mistake was made, and now you solution is for me to send you more money, does that seem reasonable to you? Anyway, I said there is no way I am sending you money unless you reopen my account, they told me they will look into other solutions and contact me back on monday.

Banking doesn’t make sense the way we do it. The service sucks. This case is even worse because it is a small bank on the east coast therefore I can never remember to call them during working hours during the week, and then on Saturday they don’t have qualified people working and or I have to wake up early to call.

I wonder how my clients would respond to, “Yes, I made a mistake and I don’t know why. Can you send me a check so I can correct it.” Classic.