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GreatFX Business Cards Small Business Buzz Good Listening Skills Mean Success
Small Business BuzzGood Listening Skills Mean Success
A doubleshot of business news espresso with extra froth
As the holidays come to a close, I’ve been spending my weekends around the house recooping from all the travel and excitement (which can be very wearing on a pregnant woman, eight months along). Yesterday I spent the majority of the evening doing a little sewing and watching television.
What I ended up watching was a marathon on TLC of a show called Say Yes to the Dress about Kleinfeld Bridal in New York. Basically, cameras follow sales clerks around as they try and sell that perfect dress to soon-to-be brides. A chic-show to be sure, but there was something in particular that caught my attention.
There is one “bridal consultant,” Claudia, who just can’t seem to meet her sales quota. At the time the shows in the marathon aired, she had been working for Kleinfelds over a span of 3-8 months. She just wasn’t getting it, and, despite many, many attempts by the owner and manager to work with her and help her be successful, Claudia continually asserted that there was nothing wrong with her or her sales style and she just kept happening to get clients who weren’t going to buy.
I found myself continually frustrated with Claudia because she just refused to see how she was harming the business. First and foremost, the owner and managers pointed out to her that she wasn’t taking the time to listen to the needs and desires of the client. Claudia insisted that she was a great listener and they just didn’t see the discussions she had with the brides. The viewer, however, knew better, and the owner and managers were right. Claudia continued to assert her opinions about certain dresses and why they would work for the bride, even when the bride disagreed.
I wanted to take the opportunity to make a couple of points from my critique of Claudia’s sales process that any business owner/employee should take into consideration:
Listen, Listen, Listen
Put Yourself in the Client’s Shoes
If they haven’t fired Claudia already (the show kind of left you hanging in that regard), they probably will. Frankly, I’m shocked they let her stay on as long as they did. But they were continually trying to better her as a saleswoman, because they saw her potential. Unfortunately, Claudia refused to grow and learn, so her potential could not fully be reached.Related Buzz Posts:
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By Michelle Cramer
Thursday, May 2nd, 2013 @ 12:00 AM CDT
Customer Service, Operations |
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