None of my days are typical. Every day brings something new. Some days I wake at 10am and work until 3am. Other days I work until 3am and wake at 7am. Today was one of the latter days, and that’s fine with me. I sleep when I need to and work every moment I can. My company “gets this”.
Today I woke up very early (for me) and drove ~90 miles to meet with a customer that wasn’t 100% satisfied with us. I had talked to him on the phone, and he wasn’t even really sure why he wasn’t happy. So at 9:30 this morning I met him in his office and we talked, briefly. It took all of 30 minutes to understand he did not have a problem with our service, but with how he perceived we perceived him. He thought we had grown too big for him to be important to us.
Until I showed up. The fact I just drove 90 miles changed his mind.
Showing up is the number one thing you can do for your customers. Show up where they need you – in their office, on Twitter, Facebook, or comments on a blog post. Just show up. Showing up is 60% of selling, my dad says. Another 10% is knowing your customer and the other 30% is just caring. You may not agree with the math, but my dad was a top sales producer for decades. I trust his math.
Show up, know your customer. Give a shit. This is really a simple game we tend to make overly complex.
This is Social Media, New Marketing – whatever you want to call it. But it is the same old game, with the same set of rules – we just have better playing fields than my dad did. It is actually easier for us to demonstrate that we care, and that we are listening – and that we are learning. But you still need to occasionally actually be there – in person, with breakfast tacos and a smile.