Have you ever had a potential customer call you and ask the most general question of all? "What does your company do or what services do you provide?" That is a big question for a new business still trying to find its way in the world. Your answer to that question can determine if you get the client or not. First lets talk about ways to assure the person on the other end is confused and probably will not call you back.
Answer 1. We do lots of things. What are you looking for. This is the Jack of all trades master of none answer. The client will think you are mining for information so you can give them the answer they want to hear instead of your specialty.
Answer 2. We are a company of this many people located at this place and we have won x number of awards etc. etc..... This answer just sounds to much like a sales pitch. They are already calling for more information so you already know they are interested. Kill the over done sales pitch.
Answer 3. We integrate your communication funnel into a revised function of customer interaction. What? This answer came from a chat company. It really meant they provided live chat on your website. This sounds like you are trying to sound smart. It is not customer friendly talk. Keep it simple, please.
What are some good responses to the big question what does your company do? From experience I have fumbled around with this question and sometimes taken why too long to answer. At times I have answered and then wondered what the heck I just said and why. I have learned that people want a short, honest, complete, laymen answer.
My answer to this question now is, "we are car and van couriers that do same day and next day deliveries for companies and personal clients. We deliver packages of all kinds that are under 55 lbs. each."
This answer serves my business by simplifying my services enough to open up dialogue between me and my clients. It leaves room for them to ask questions. And that helps build a re-pore. This answer also says that we do deliveries but we are not truckers so we can not transport huge pallets of goods. And finally my answer lets my clients know that our service can be used by your business and by you on a personal basis.
So what does your company do?
Leave a comment below and tell me how you answer the question?
As I celebrate Black History this month my thoughts wonder to the future. It is never possible to predict exactly what will happen but, it is possible to make plans and act on them.
How will history remember you?
How will history remember your business?
Do you plan with this type of longevity in mind or are you still in survival mood?
With the guidance of a great business book, The Pumpkin Plan by Mike Michalowicz, I sat down and wrote out the reasons I began my business in the first place and projected what I wanted to achieve with it.
It is easier to push forward when you know where you want to go and the impact you want to make and leave in the world.
Today I invite you to dream gigantically!
Write those dreams down and keep them.
Tweek them as your desire changes and as you accomplish them.
Keep them close so you can break them out and look at them any time you are in a stuff spot.
And feel free to keep them private or share them only as needed.
I think it is more fun that way.
Karen, The Delivery Diva
Who is your favorite history hero. Mine is Harriet Jacobs and if you ever get a chance to read this narrative "Incidents In The Life of A Slave Girl" you will be inspired and amazed.
Last week a middle man that helps me find contracts in New Jersey and other Northern States gave me a call. He is a great source and has helped my business grow. He said he had a 3 part contract for me that would have been a super big deal for the landscape of my business. I submitted my quotes to the company and was ready to start service the next day. Sadly, my middle man called back and said they decided to stick with their current provider for now.
What do you think my first feelings were after I heard those words? Sadness, anger, disappointment or maybe a even dread. Well anyone who has been in business for a while knows that it is not for the faint of heart. Believe me or not, I felt encouraged. Yep!
Just knowing that it was possible with 1 call to change everything for the better made me excited about the future.
I got on the phone with my middle man and asked some questions about why I did not get the contract. He found out that the company was paying a lot less for the services and were a little afraid to pay more because of the experience they are having with the current provider. Hearing that made me even more excited! Why you ask? Well, in this business you truly get what you pay for. If price is the only reason they did not choose Rollin, I knew they would be back.
I am happy to report that since just last week I have made 2 deliveries for that company at an even higher rate because their provider could not make it to all the stops at the last minute.
The moral of this story. You get to choose how you use your business disappointments. Learn from them and grow. Don't see it as a no but as a not right now.
Leave a comment below and tell your business story.
Karen, The Delivery Diva
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