HI All
We are nearing the end of the year, and the dreaded Christmas shopping is rapidly creeping up at a very nagging pace. There are so many great aspects of Christmas but the crowded shops, the irate sales assistants and the endless cues at the toilets are not them!
I think Christmas “Cheer” has dissappeared over the recent years alongside friendly and helpful customer service, whether it is a telecommunications company, a clothing store, a cafe or a bank reality is the friendly, helpful sales assistants are very few and far between. And quite frankly, I have had a gut full. As a sales trainer I am constantly dissappointed by the service I have received – and I am really easy to sell to if you simply show me some care and consideration… but that doesn’t seem to be part of the sales training these people are receiving.
To really understand what is going on here – I have decided to run a new campaign… “100 brands in 100 weeks” this will see me and some very eager and enthusiastic members of the Nexus team go undercover to one top name brand every week and assess their sales capabilities, the friendliness and their overall customer service. oooh and we are going to write all about it right here in this blog! Yes we are going to name and shame a few, but we are also going to give praise where deserved.
The names on the list will be kept top secret until after they have been assessed – and then the information is there for you to read and do with what you please.
We are currently in the process of drawing up the list of names – and there are some on there that make me more than a little nervous, but excited all at the same time – BUT WE NEED MORE!
We want to hear from you as to who you would like us to investigate – it could be a large retail business, it could be a large car dealership or it could be your energy company – whoever it is we want to know about it. Post your requests here and we will decide whether or not to add them to the “list”.
This campaign probably won’t earn us any friends, but it will get the truth out there about customer service and sales in the Australian market place…. oh and this will be written about in a large business magazine as well! – So keep following us to get all the juicy info here FIRST!
Have a great day, and I look forward to seeing all of your “100 brands in 100 weeks” requests!
Cheers
NA
Filed under: Uncategorized Tagged: | 100 brands in 100 weeks, Australia, good sales techniques, melbourne, name and shame, naomi, Naomi Aldred, Nexus Coaching Group, sales, sales training
Love it love it love it!! this is a time of year when companies should be running sales and service refresher training – there is no better time than Christmas to secure the up sell and to value add to the experience of the customer, when they are stressed and seeking assistance and help to tick a box and find that gift that lights up a face not creates a look of intense pain and suffering! Go Girl cant wait to see the outcome… Hope there are some Businesses out there who are saying bring it on as well simply because they are ready to go!
Great comment thanks Juli! I completely agree – you would think that there would be some great companies banging down my door to get their name along with their great service out into the market place – hopefully some will come forward!
Do you have any top brands that you would like to see on the list?
Go girl! Bring it on I say…about time someone stood for those who provide outstanding customer service. From what I’ve experienced, customer service in Australia is appauling! We need to continue rewarding those businesses that stand out from the crowd, and make our lives so much easier, enjoyable and memorable…because, we’re here for a good time, not a long time. xx
Thanks Amber – you have it in one! I really do want to highlight the great service providers and no longer let the poor ones get away with it simply because they have a well known name behind them.
Are there any brands that you would like to add to the list?
Fabulous initiative Naomi, well done. I have a few nominations: Lisa Ho….. Telstra… and last but not least Harvey Norman. Lets see how they stackup. Will stay tuned to this. A good experience with any business encourages further engagement and referenceable business no matter how big or how small. Thank you
Oooh some great names there Sheila – thank you – will put them to the team and you will have to keep following to see if they have made the list.
I agree with your comments around continued engagement – will make sure that is one of the tester points “whether or not I would go back and buy again”.
Thanks Sheila – keep the comments coming!
Great idea and knowing your professionalism I know how interesting and eyes opening the results would be!!!
If only companies understood that “traditional” sales training don’t work anymore, and that it is a real need to invest in the people who are in contact with clients – the moments of true are the ones who determine the bottom line…
Nothing happens until a sale is done…
Recently I have a shocking experience buying a mobile plan on the phone…Optus: good, Vodafone: good, Virgin: good, Telstra: Terrible! just shocking!…Very unpleasant…
Keep me posted with your findings please
Hi Karen – thank you for your comments. I really do hope it will be an eye opener for my readers and maybe even for the large organisations! I have had quite a few people request Telstra – so I think it’s safe to say that the team will approve that addition. We might also add Optus as a comparison org.
Thanks again Karen – keep the comments coming.
Cheers
N
I believe this “experiment” will come out with a few gems and learnings – not just because you are outing some of the big names but also I think our perceptions don’t always match that frontline customer experience. I reckon it will be interesting to see how consistent some of the bigger brands are through different channels too e.g. call centres, retail stores, face to face vs online or phone interaction. Can’t wait to see what the results show!
Love your thinking Gen – I have now added into the mix the different channels and it looks like we will be doing it sooner rather than later.
Do you have any organisations that you would like to add to the list?
Cheers
N
Great idea!!! I have spent the last two days spending a significant amount of money around the High St Armadale area. And let me tell you I was so dissapointed. I did not get an shopping ex[erience I deserve. I just got snooty women who should not be in retail( Similar to Prue and Tru). I would not have usually have left my money there but I needed their product and it was lack of time. Such a shame!!!!