High Tech and High Touch

Anne Miller always has great stories to accompany her sales lessons, and this article is no different. Her articles always get me thinking - I hope it does the same for you!

In the last few days, two experiences stopped me dead in my tracks, not because they were new, but because they are so rare in business these days.

An Apple a Day...

During Christmas week, I ventured into an Apple store filled with shoppers to buy a MacBook Pro. Dreading a long wait, I was pleasantly surprised when an Apple employee immediately greeted me, took me to a salesperson who then not only efficiently and patiently helped me, but, to my amazement, personally walked me through all the paperwork. I was in and out in about thirty minutes. Painless.
Courtesy, respect, efficiency, service. Wow!

I'll Get Back To You...

I called a prospect this week to initiate a new business discussion, but, unfortunately, caught her in the middle of a meeting. She said she would call back.
To my amazement, again, not only did she call back, but she apologized that she hadn't called sooner. We had a friendly, civilized conversation about the holiday and the snow storm and then moved on to business.

Courtesy, civility, warmth, professionalism. How Refreshing!

Little Things Mean a Lot

There was a time before Blackberry addiction, attention deficit disorder, being on 24/7, attitude, and the information highway when these experiences would not have been out of the norm. Most people were polite. Most store salespeople actually cared and provided real service. Most B2B relationships were courteous and respectful.

I am not suggesting we turn the clock back to a simpler time. These experiences, though, are reminders that, high tech notwithstanding, we can still choose how we treat clients and colleagues. We still need to keep the high touch in business along with the high tech. When we do, clients notice. When we skimp on the high touch, they notice that, too.

Sales and presentation specialist Anne Miller is the author of "Metaphorically Selling" and "Make What You Say Pay!". Check out her site at www.annemiller.com.