You might hate social media. You might also hate talking on the phone. You might PREFER to communicate via email only. Tough…it’s not about how YOU want to communicate, it’s about how your CUSTOMERS want to communicate with YOU!
So many of us are still communicating in a method that is most comfortable to us, and this is the old way of thinking in today’s business climate. It’s also a quick way to cut your paycheck in half. We must use the “communication platform” that our clients prefer to use. Therefore, you need to use them all. Phone, text, email, LinkedIn, Facebook, Facebook messenger, twitter, snap chat and without question YouTube, are required for you to understand the current playing field of customer recruitment and retention.
At my company, some of my salespeople have relationships in which they ONLY, 100%, communicate with their clients via text. Not because my salesperson wants it that way, but because their CUSTOMER wants it that way! I personally communicate with many clients and vendors via Facebook messenger, and I didn’t even have a Facebook account 1 year ago. Move with the market folks, and that means you MUST ask one important question:
Mr. customer…” WHAT IS YOUR PREFERRED METHOD OF COMMUNICATION?”
Ask it every time. Your customer or prospect will tell you. They might say they prefer, phone, email, text, Facebook or maybe even Snap Chat. It doesn’t matter. Whatever method they want is the method YOU need to use. Don’t know how to use these platforms? Bummer for you. Because some of your competitors do. But if they don’t, GOOD FOR YOU! Using the platform your client prefers separates you from your competition and is a competitive advantage for you.
Take a look at this exercise below. I have used it in my office many times to help my salespeople see what is available for them and what are they using most. On the left side are communication platforms. On the right side, you insert the platforms you are skilled up to use. If you only have one or two on your side, you have a problem. I believe that you need to use all platforms. Then ask the customer what they prefer and communicate on that platform! Simple right? Then why are so many companies and salespeople still only using phone and email? Bad move on their part. Learn how to use them all, and it will turn into a good move on your part.
ABOUT THE AUTHOR: Matt Manero is the Founder and President of Commercial Fleet Financing, Inc. (CFF) located in Dallas, TX. CFF is celebrating its 21st year in business and provides financing for commercial fleet vehicles such as box trucks, cargo vans, big rigs, tow trucks, dump trucks and construction equipment. CFF is a 3-time winner of the 2014, 2015 and 2016 Inc. Magazine Top 500/5000 Fastest Growing Private Companies in America. Matt has helped dozens of employees and thousands of small business owners move closer to the money they deserve. He is the author of, “The Grit”, and his forthcoming book, “I NEED MORE MONEY” will be out in 2017. Learn more at www.cffnationwide.com or call 972.247.8447 phone or on all social media platforms via @mattmanero. www.mattmanero.com
