Over a period of many months, Comcast called me two times to see if I would like to add digital voice. They quoted a great introductory offer and a competitive rate to follow. Calls like this aren’t uncommon, but what they did next is surprisingly unusual. When I turned them down, they asked why. I usually have my reasons, yet amazingly, almost no one ever asks.
The first time they called and asked I told them I didn’t want to lose phone service during a power failure. Several months later, we repeated this discussion. Only this time, they had an answer. They would install a battery pack that would allow us to talk for seven hours during a power failure. There would be no additional extra charge. The battery pack would be installed out of the way in the basement. “Can we do that for you on Thursday?”
Perhaps the second caller was simply better informed than the first. However, it is also possible that they are actively collecting answers to there queries of why, looking for solutions to those objections, and calling prospective customers back as soon as the solutions are available.
Why is this so rare?
Increase your sales and improve your offerings with four simple steps:
- Ask why when your offer is rejected.
- Track the reasons.
- Find and make improvements that show a promising ROI.
- Contact your customers with your improved offer.
And, of course, you don’t have to wait for a rejection to get feedback from customers and potential customers alike. Most of us would be happy to share our thoughts and concerns much more often than we are asked as long as the request:
- Doesn’t interrupt dinner
- Doesn’t take too long
- Results in actual improvements
These caveats may seem obvious but they aren’t judging by my experience. Too often I get calls in the evening and/or am asked to answer long, tedious surveys that never seem to make any difference. Comcast’s approach is a good model to follow. No survey, just a decent value proposition and a simple “Why?”
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