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As Dennis Miller would say, "Now, I don't want to get off on a rant" but why have corporations and businesses made it so hard to do business with them? Are they trying to drive business away? In an age where customer loyalty is a prized plum, it never ceases to amaze me to what lengths corporations will go through to aggravate and alienate their customer base.

As I say in class over and over, it is not always the big things that make the difference. In fact, quite often, it is the little things you do or say or how your company operates that sets you apart from the competition and wins you the big deals. It maybe better service, friendlier people, attention to detail, greater accessibility or a better attitude.

Ease of use ranks high on my list when doing business with someone. When companies make it hard or un-enjoyable for me to do business with them, my first thought is "Where else can I take my business? "Where else will my hard-earned dollars will be appreciated and I won't have to go through a war zone to get simple things done?"

For example, the bank I currently use allows you to bank online. I enjoy using the electronic bill pay feature. I can pay my bills from anywhere in the world. Here's the catch. I have a business account and a personal account however they cannot access each other (this bank actually has a separate web site for each). This means for me to pay bills using each account, I would need to pay for two bill-paying services. Does this make sense? Of course not and yet it occurs.

Example number two. There is a next-day shipping company whose service I really enjoy. What happened? I closed one credit card account and opened another. The billing department automatically charged me $10 Declined Credit Card charge without notifying me rather than contacting me and asking why my credit card was not working, I called up customer service (at least three times) and explained the situation. I gave the person a new credit card number and requested that they make notes in their customer service system. They did and they told everything was fine and taken care of. Wait a minute, I just opened my mail and there's another REPRINT OF ORIGINAL statement showing the same charges and that the bill is now overdue. To cut to the chase, I ended up calling the headquarters and explaining that because the people in billing could not access the notes from the people in customer service, his company nearly lost my account over $10.

Ron you're saying, $10 is no big deal. You're right however if you calculate the lifetime value of a client and then multiply by the number of clients you maybe losing due to what I call disconnects within a company's product and service delivery system, the potential dollars lost rises dramatically. The person at corporate was smart (probably why he was working in the executive offices). He simply asked, "What do we need to do to fix the problem?"

I replied, "Reverse the charge, take down my new credit card number and say I'm sorry. That's it. That's all. Nothing fancy." I also mentioned that if this is happening to me, I wonder how many other clients are being affected by the same situation. He said he'd make a point to check on their notification and CRM systems.

Do you know why I went to all this trouble to bring my business back to a company whom by all rights and means did not deserve it? It is because of the guy who picks up and drops off my packages. He always has a friendly smile and a happy hello. I like people like that and enjoy doing business with companies who employ people like that. He doesn't know it but it is his behavior that saved his company at least one client and possibly many more.

In closing, as a sales rep or any member of a company large or small, ask yourself every once in while, "How easy is it to do business with your company?" "Are there disconnects in your company's product and service delivery system (this includes a review of all departments, not one or two)?" "How easy is it to return something?" "When's the last time Sales asked Marketing for some data and it fell through the cracks or vice versa?" "How well do your departments share information internally?"

Sharing internal information is a very important issue in corporations and maybe why Customer Relationship Management has become such a hot topic that is being looked at very seriously. Studies show over and over again, it can cost 7 to 8 times more to get a new client as it does to keep an existing one. So keep your existing clients happy by making their experiences or points of contact with your company as enjoyable as possible.

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REPRINT PERMISSION This article was reprinted with permission from Intellworks’ Sales Tips for Selling Success free biweekly email newsletter. Sign up for your FREE subscription now at: <http://www.intellworks.com/>. Copyright 2004 by Intellworks, Inc. – Taking the Fear out of Cold Calling.

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