Little Things Matter Most

Little things matter BY FAR more than anything "big and important". Little things trigger our decisions, our emotions, our actions. They add up, because our brain counts them – whether you like it or not.

This is particularly important if you work in sales. Each little thing that goes wrong during the process can make the prospect turn away. So you better look at these little things to make your sales process successful – no matter for which organization you work.

Here is a little quiz: Read below a real life example of ours and count the negative statements in brackets, such as "bad". Each of those "bads" is a reason for a prospecting client to leave the location immediately.

Here is the story: We went to a reputable international bank with the intent to open a new account as a new customer, and the following happened:

1. At the information desk a staff member turned to us quickly (good) and asked how he could help (ok).
2. We said that we are new in the town and we'd like to open an account. He said: "OK, what do you want to know?" (Bad)
3. We stood (bad) in front of the counter, with all the winter cloths in our hands. He didn't notice. (Bad)
4. We asked the first question. He said: "I assume it is like ..." (Uncertain, bad)
5. We replied that his assumptions are not helpful; we would like to get facts. He nodded, turned away, looked for an expert at the bank -- letting us stand at the counter. (Bad)
6. After two minutes he returned with an answer "from the expert". (ok)
7. Just for interest we asked if he liked to work for his bank. He replied: "Well, it's a job." (Extremely bad)
8. We posed our second question. He went like this: "I assume ...". (Bad)
9. We stated that we prefer to talk to an advisor in order to open an account. He nodded and turned away, looking for an expert, letting us stand at the counter -- again. (Very bad).
10. After some minutes he came back, saying all advisors are busy. We could wait in the waiting area (sitting!) until he would find one who is available. (ok)
11. He guided us to the seats, neither helping us to carry our coats nor keeping the doors open so we could pass. (Bad)
12. He did not offer us any drinks while waiting (bad).
13. After almost ten minutes he came back, stating he had found an advisor. He guided us to her desk. (ok)
14. The advisor welcomed us, offered us to take a seat. (ok)
15. She seemed to be competent, however, one of the first things she mentioned was that we should choose a branch closer to our residential address. The reason: accounting discrepancies can only be handled by that branch. It seemed that accounting discrepancies occur quite often at the bank and are therefore important for the client. (Bad)

... What happened next? Did we open an account with that bank? Post your guess below and find the answer in one of the next blogs, published soon.