A discussion about sales, sales tips and advice, and about those who land the deal

Seth Godin has an observation today about Listening, Hearing and Action...a microcosm of what is very, very wrong with some businesses. 

Seth talks about his experience in trying to order a pita sandwich and some hummus.  It was a comedy of errors, ending in Seth staring down a dreaded white bread pita instead of his requested wheat bread pita as his train pulled away from Grand Central Station.

I can relate...

Every morning I go to a local deli after dropping off my daughters at school.  Every morning, I get a medium tropical fruit iced tea and a delicious frosted smiley face cookie (Seth can have his wheat pita and hummus...give me my cookie!). 

And, every morning, the girls behind the counter seldom say "good morning."  They almost never smile - and if they do, it's one of those forced "oh, we have to work..." smiles.  They almost always have an exhausted tone of voice.  And, as I leave, they have never said "thanks, come again, and have a great day!"  In fact, most of the time, it's me that says goodbye and have a good day!

The point Seth is making?  The point I am making?  There is an epidemic of apathy, lack of listening, lack of hearing, and lack of action.  Seth's follow-up post addresses the potential consequences for business owners.

The consequences for sales professionals who don't listen, don't hear and don't take action?  Failure.  Lost accounts.  Lost jobs.  No career.

If you don't listen to your customers, you can't hear what they're really telling you.  That means you can't take the appropriate action.  That means you can't meet their needs (but don't worry...someone else will!)

I'll keep going to the deli for my iced tea and cookie in the morning - its the only place in town that has the iced tea I like.  But would I hire any of the staff that's behind the counter?  Nope.  Will the business succeed and expand and prosper?  Not likely.  It all comes down to the individuals selling the experience (or you selling your product or service). 

You are the key to your company's success, as well as the key to your personal and professional success.  Listen, Hear and Take Action.  That's a good mantra for sales professionals.