Pursuing Excellence

Hi… Stan here again. Last time we looked at our sales planning we observed the store, the attitude of our staff and ourselves, through the eyes of our customer. Today we will look through your eyes at a typical day in the pursuit of excellence.

As I drove to work today, I reviewed some of my goals for the day, the week, and even the month. My daily goals are to spend time with family and friends, exercise and at the store to assist people in purchasing futon furniture. Today I will talk to at least ten prospects on the phone or in the store, motivating three of them to see a need for futon furniture in their home. I hope to motivate one customer to purchase futon furniture from me. After every sale is written up, I will ask the customer if they know of a friend I could send some information to or call on their recommendation. I will also check on yesterday’s deliveries, and call customers that we delivered to a couple of weeks ago to see how they are enjoying their purchase and ask if they would be willing to help me with referrals too.

Next, I will review my activity with the customers I helped yesterday. As I review I will see if I can change anything in my approach, or say something differently that would better fit what the customer needed. I can always be a better listener.

When I arrive at the store, I review my list of customer’s who need service calls and check with the service people to create solutions for my customer’s problems. I will then call the customer with the solution to their dilemma, making every service success an opportunity to build relationships. I will now make a list of prospects to call today or customers that may need additional futon pieces to complete their room grouping.

I will now start my day, knowing that by assisting my customers, and giving them the service they want and deserve I am pursuing excellence. Because I pursue excellence and total commitment to customer satisfaction I make more sales.

See y’all next time.

Don’t forget to e-mail comments, questions and material requests to Futon Life at jtatulli@ertp.com.

FL