Having worked closely with a multitude of companies and their Sales Teams –I am committed to embracing the philosophy – that a sale only BEGINS once the contract is signed.
I’ve always advocated that sales should be a win-win-win experience throughout the customer journey. That means you sell authentically, deliver what you promise and focus on the whole experience AFTER the initial sale. (Not just sell and move on.)
Sales people tend to focus on delivering great “First impressions” whereas it is the “Lasting Impressions” we make, that matters…
Never has this been more needed or more important in the sensitive and highly emotional field of retirement and aged care. This is an area I am passionate and hugely invested in – having two parents living and breathing the entire customer journey from the “Move-In “experience to the “Exit experience.”
It’s a fact – People reach an age where they need to know they are going to be safe, secure and happy in their later years. Some of the options available to access this experience – is within a retirement home or an aged care facility.
Sales consultants are responsible for encouraging these people – to make an informed decision – at a time that is fuelled with emotion, for both the potential residents and sometimes their primary “caregivers” – usually being their children. This decision is often made when these same people are at their most vulnerable.
When Selling – There is often a great deal of emphasis placed on creating lasting first impressions. In the case of aged care/retirement companies, this could be a “5-star “move-in” experience.
But – “it’s not over until the fat lady sings!”
Ensuring that every promise is fulfilled and that the “exit experience” matches the “5 Star Move-in Experience” – is what actually creates a lasting impression. This ensures that our clients/residents become advocates for our business and not detractors. And it ensures we take greater care of people, no matter who they are.
So please remember – it’s not only the “First impression” we make that counts –
it is the “Lasting Impression” we make – that matters.
If you are exploring how to embrace this philosophy and deliver a full 5-star experience – take a look at my Ten Steps to Solution Selling to be found HERE.
Please give me a call, or send me an email, to discuss how I can support you and or your team.