Going back through some old notes and found a nice thought from Bob Phibbs (“The Retail Doctor”) on his philosophy of sales.
The secret is about being consistent in what you do. Not pre-judging. Not turning the charm on every once in a while. Not skimping when you’re tired. Just doing your best, every day, to make a connection with every customer who appears in front of you.
His mental approach: Some Will, Some Won’t, So What? Next!
Which means: some customers will buy and some won’t. It doesn’t matter — if you make a real connection with every person who comes into your store, sales will follow.
That’s the secret. Here’s my favorite chunk of the piece:
“Yes, you can find out at the register their daughter goes to the same school as you. But that’s too late. Yes, you can share an amusing tale of putting together your own kids’ bicycle for their birthday while they sign the credit-card slip. But that’s too late. Yes, you can follow up with a handwritten thank-you note. But if you didn’t establish trust with your attention to them at the beginning, it rings hollow and is a waste.”
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Words to remember! Start by making a connection, and let the rest flow from there.
