What type of attitude? Of course, I mean the RIGHT attitude sells. Even the “perception” of a poor attitude can sour prospects and clients, leading to increased customer churn and diminished sales. Every contact with a prospect or client is an opportunity, if not immediately, then certainly in 30, 60, 90 days or down the road. Every objection is an opportunity, whether it’s in sales or service and your attitude plays heavily on the outcome.
As web hosting providers
In web hosting, sales and service efforts are largely conducted via telephone conversations, email messages or live chat. Do you present an attitude of “I care about you?” in your written or spoken words? Phrases like, “Thank you for this opportunity to help,” and “What can I do to remedy your problem?” help seal your path to success.
Poor attitudes
On various web hosting forums, I frequently read a good number of threads from members complaining about the poor attitudes of their providers. Some are about billing issues, others about downtime, but overall, it’s simply about being treated professionally and with respect.
While some prospects and clients can go overboard (in a negative way) in their discussions, provoking friction – it’s important to maintain control of the conversation in a positive way. Quite often, you can turn the conversation around by simply saying you understand where they’re coming from, and then calmly explain why your policies, prices or whatever are why they are.
From the prospects and customers point of view
It’s become very clear that prospects and clients want results and not excuses. They don’t want to know what you can’t do, rather what you CAN do for them. They don’t care WHY your network is down. They just want their site online NOW. They expect you to be professional. What they don’t expect, but should, would be for you to put forth a whole lot more effort than your competition. Why? Because so few ever have!! Too many vendors sign up a client and then forget about them unless they complain somewhere down the line.
What's YOUR take on how effective positive attitude is in this industry? Does it really affect customer churn?
As web hosting providers
In web hosting, sales and service efforts are largely conducted via telephone conversations, email messages or live chat. Do you present an attitude of “I care about you?” in your written or spoken words? Phrases like, “Thank you for this opportunity to help,” and “What can I do to remedy your problem?” help seal your path to success.
Poor attitudes
On various web hosting forums, I frequently read a good number of threads from members complaining about the poor attitudes of their providers. Some are about billing issues, others about downtime, but overall, it’s simply about being treated professionally and with respect.
While some prospects and clients can go overboard (in a negative way) in their discussions, provoking friction – it’s important to maintain control of the conversation in a positive way. Quite often, you can turn the conversation around by simply saying you understand where they’re coming from, and then calmly explain why your policies, prices or whatever are why they are.
From the prospects and customers point of view
It’s become very clear that prospects and clients want results and not excuses. They don’t want to know what you can’t do, rather what you CAN do for them. They don’t care WHY your network is down. They just want their site online NOW. They expect you to be professional. What they don’t expect, but should, would be for you to put forth a whole lot more effort than your competition. Why? Because so few ever have!! Too many vendors sign up a client and then forget about them unless they complain somewhere down the line.
What's YOUR take on how effective positive attitude is in this industry? Does it really affect customer churn?