Black Sales Journal

In the last post we started the discussion, Deepening Your Customer Relationships (January 13^th), regarding how to gain customer intimacy.  We talked about the importance of a Customer Profile and the type of information that you could house in there.  I had a sales professional write me in the response section and state “…you discussed the Customer Profile, and began to explain it, yet you probably should have given an actual copy.”  I think that person was right!

I am going to give you a copy of a template for the customer profile as well as delve into some ways that you can get the information to fill in the profile.

The Customer Profile

As we discussed last week, this is not the Customer Profile that I expect to be in your employer’s database.  Remember my previous statement about whom you are selling your products and services to.  You are selling to an individual, not a company.  The act of forming the relationship over time is made easier by recording your information on this profile and using it wisely in cultivating and strengthening the relationship. You will see this over time.

Here is the Profile template. It is simple and to the point.  I am attaching it as a PDF.  It will will serve as a guide and can be altered  or be used “as is”:  CUSTOMER PROFILE PDF

Getting the Information

I am going to make some suggestions for harvesting the information as well.  Remember these important points:

• Private Information – No customer wants to have a database out there for a vendor’s use which house information about his/her family, his educational background and preferences.  This is your information!
• The Best Source – The best source of information would be the customer.  We will briefly discuss ways to get that it.
• Other Sources – The more information that you can get from sources other than your customer, the less intrusive it will seem.

Breaking the Ice

Your quest for information begins with the act of “breaking the ice.”  You are the quarterback and you will set the tone for the meeting.

I always started off a meeting with a new buyer by creating a relaxed environment.  The normal pleasantries of weather, traffic, and the state of business were beginning topics.

I would then execute the sales call.  Once business was completed on the call, I would start a conversation with information about me, and then seek information about the customer.

Who am I?

Information about me – I would allow the quick verbal resume to get slightly personal including where I reside, and how long in the area.  I also included how many children I had, and in most cases where they were going to school.   The verbal resume would include my length of time with the company and my years of time in sales.  My objective was to let the buyer know that:

• I am a sales professional
• I am a person who enjoys what I do.
• I have staying power
• Behind me is a family who is important to me

Yes the quick introduction was purposeful, and intentionally personal.

Who are You?

Now it is the buyer’s turn.  I am willing to bet if it is a good day, he/she will deliver many of the points in the same fashion as you.  You should take specific note of them as you are now looking through a window that might only be open for a short period of time.

Once they had laid that out for me, I felt comfort in asking if the buyer was a native of the area. Which leads to which school he went to, and does he support the Giants or the Jets, or the Bears or the Packers.  With a laugh here or there, we have covered much ground that I can use later to strengthen the relationship.

My most completed profiles would include favorite restaurants, probably because we had a business meal there, and what the customer enjoyed in terms of alcohol.

The Customer Profile in Action

On a cold December 20^th several years ago a customer gave me a gift.  It arrived by UPS, and I was flattered.  I did not think we had reached that level yet but it was a fine gesture that I needed to respond to.  The customer profile showed enough information regarding where he liked to dine as well as his hobbies.  In return I got a modest gift certificate from his favorite restaurant and a fishing hat for his upcoming late spring fly-fishing trip.  This information was from my notes.  That fine former customer still keeps in touch.

As your relationship continues, a business entertainment lunch at a local restaurant will give you an opportunity to further your profile in a more neutral setting.

Don’t Force It

As stated in my most recent post, you need to serve up some of your personality so things can get more personal.  If someone wants to keep it strictly business, you will need hope that over time you can get the buyer intimacy that you seek.  Don’t force it.  Be natural and be prepared to “get closer” in the future once the buyer is reluctant at this time.  As the relationship matures he could be more accepting.

A deep enduring relationship happens when there is an exchange.  Be personal and personable.

Above all know your customers intimately, at least the important ones.  I hope this will provide the start.

Tell me what you think.

Deep, enduring customer relationships are the prize in some sectors of the sales world.  You will not have these with all customers, as an effort is required which goes far beyond the norm.  The objective is to have it with the most important clients.  Remember, if you don’t have a deep relationship with your buyer another sales professional will attempt to gain the buyer’s preference.

What is a “Deep Relationship”?

Before we discuss how to get there, we need to discuss the characteristics of this type of relationship:

• Preference – You receive preference in the buying relationship and buying process.
• A “Business” Friend – You are a trusted confidant with unlimited access to the buyer.
• A Business Consultant – You have knowledge of the customers business that few are privy to, including access to key individuals and information.
• A Social Acquaintance – Activities (sometimes) overlap into the social setting.  You have knowledge of your customer’s social and family situation, and conversely the buyer has a knowledge of your family situation.

This results in a buyer who, given all other issues, prefers to work with you and uses his power, authority, and influence to keep you the vendor to his organization.  This status is an asset, and it is not awarded without some effort and history.

Getting There and Staying There

Getting there is a journey and staying there is a matter of being conscious and consistent.  Attaining this position is done over time and with a lot of work and honesty.  This preference supersedes other preferences, including racial preference. Only someone with similar status and professional expertise can remove the incumbent.  It can happen if your promises are not fulfilled, or if your organization falls short in delivering.

I have “business friends”, former customers, from my days as a sales professional who have been friends for over 20 years. I still serve in the roll of business consultant in situations when they reach out for help.  These enduring relationships were based on the following activities:

• Give unparallel customer service
• Be Honest – always tell the truth
• Communicate, Communicate, Communicate – Tell all as early and completely as you can
• Share Information – give the customer updates including industry news, product news, legislative news early and often
• Be the professional
  • Make each contact meaningful and time worthy
  • Be timely in your meetings, contacts, and correspondence.
  • Be the professional

The depth of relationship comes when someone really likes you and understands you.  Some of these components can be included in the business database (such as Salesforce.com, Goldmine, or any Customer Relationship Management database) and some of these things should not be resident in a business database.  It is a compendium of information that is between you and the buyer, and should be treated that way.

Components of Your Customer Profile

Know your customer!  Use the Customer Profile to build familiarity, increase intimacy, and gain preference. 

Your Customer Profile should include references to the following items:

Customer’s background/history - The customer’s previous employers, and industries.  Know items such as high school, college (if applicable), and geographic background.  Know the customer’s preferred pro teams and hobbies.

Customer facts (away from the office) - This may start with the pictures on his/her desk.  Know the customer’s marital status, number of children including ages and sex.  Know the children’s high schools and colleges.  Sharing your own information is a start.  Sharing knowledge of this information personalizes the relationship. It is a great start!

Customer Requirements – Use the profile as a repository for any must do’s, or requirements for this customer.  Example – When to call, assistant’s name and particulars, and other valuable information.

Use the information wisely, and consistently.  Within your organization become the expert on the customer and his/her business.

The Relationship Building Process

• Build Trust – Always tell the truth! It is easier to remember.  Avoid stretching it, and avoid white lies. This is extremely important to keep your preference.
• Communicate, communicate, and communicate! – Give difficult information immediately.  Communicate as frequently as is possible and use different mediums, but in person or phone for difficult news.
• Be personal and personable - No one will expect to tell you about them if you won’t discuss yourself. Feel free to show your personality.  Discuss the strengths of your story, as a Black sales professional, he has probably not heard one like it.

As a Black sales professional, relationship building is ultra important, yet doable.  As you start with your current customers, hone your skills with those who you have the best relationship with.  This will pay dividends for the rest of your sales career.