What's In A Customer Name? The Results Are In.

Ring Ring
Blue Widgets Inc. How may I help you?
I'd like some information on your Blue Widget Distributor Package.
Sure, who do I send it to and what's your mailing address.
Send it to: Mr. Jones at PO Box 123, MyTown.

Ever have a request for further information like that?

A while back I wrote an article which revealed some of My Experiences along these lines. The article mentioned that I had NEVER - not once, ever - received an order from someone who gave their name as Mr. SoAndSo or Mrs. SoAndSo or Ms. SoAndSo.

Well, there's MORE to this story...

One of my new business endeavours (which I won't go in to) requires a quote to be given. ALL other businesses in this field in my area quote over the phone. Not Me! I do face-to-face. You have to. There are too many variables.

And when a caller asks WHY I can't quote over the phone, I provide them with legitimate, common sense, reasons why, a phone quote cannot be given. (I can hear the extra-silence when one of the reasons I mention matches their situation)

To provide a quote in person I need a name and a location.

Over the weekend I went back over all the calls I've had and the quotes I've given and the results are...

interesting.

Of all the "jobs" I've quoted, the ONLY ones I have not gotten are the ones where the person has given their name as their first name only.

What's your name?
Joe.
Where do I go?
123 Any St, MyTown

Result = No "job." Not once. Ever.

I find it interesting that I have never gained a customer who gave either their title and last name, or first name only, in their initial contact.

Draw from this what you will.

Michael Ross.


Are You Ready To Receive?

Michael ~

Many times I have faced the exact same "Knee-Jerk" response.

Sending information is as classic as the "I'm just looking, thanks" response about everyone gives in a retail store, when approached by a store clerk/salesperson.

What I have effectively done when confronted with the "Just send the information please" is to reply that I'll be in their area, and could drop it off, who do I ask for??

There is more to it than just that mind you... A whole slew of ready responses are used for just about any reply they may give.

Like yourself... I've never completed a sale from someone "Replying" to information which has been sent out.

I have successfuly used "Direct Mail" to close many sales though. So I am differentiating between a "Direct Offer" and just sending a brochure or something similar.

Success and Regards... Mike

Hi Michael!

What an interesting observation. As a rule, I introduce myself whenever I call a place of business WHERE I INTEND TO DO BUSINESS.

I say, "Hello, my name is Julie Jordan Scott and I am calling because......" whatever I am calling about.....

From my background in publishing this is what we did....so when I moved into a different workplace culture, it surprised me to have people refer to themselves as simply first name....

And then another workplace culture where it was always Mr. or Mrs. or whatever. Personally, if a form does not offer an alternative to Miss or Mrs. I choose Dr.....it helps me to know who is selling my address.

ANYWAY! I am going to pay attention to this even more now....

Thanks for the interesting observation!

With Purpose and Passion,

Julie Jordan Scott




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