January 26, 2010
To Andrew Wall, Sandler Training,
I joined Amazing Custom Fabricators three years ago. At that time, it was a career change for me in a new industry, as I had been a cabinet maker for 10 years. I was experienced in dealing with clients, so I was confident that this would be a good career move.
As a Customer Service Specialist I learnt a great deal about custom fabrication, dealing with people, and sales. Custom Fabrication is an industry which is vibrant, extremely fast paced, and filled with opportunity. The company I work with, immediately, enrolled me into Sandler Training in order to equip me with the tools necessary to excel in my portfolio.
Since starting at Amazing Custom Fabricators I have surpassed my employer’s expectations. I am currently, unofficially, a manager within our facility.
Sandler Training has been of tremendous value. Below, are three major lessons, from Andrew Wall, which have greatly assisted me in my current role: D.I.S.C. personality profiling, establishing bond and rapport with a client, and assessing client’s pain to determine their “felt need.”
1. D.I.S.C. personality profiling helped me to see myself, and others in a new light. First, I conducted a self examination. I am so glad to understand myself better and know how I come across to others during business meetings or on the phone. The greatest initial challenge at my job, was dealing with certain clients that seemed very pushy. I did not understand highly demanding people, who needed answers faster than I could think. (They seemed very rude to me.) Later I learned that their behavioural profile was high (D). Myself, being (I / S), initially struggled with high D personalities – they seemed to be a large portion of my business cliental. Once I learned about the behavioural style of a D personality, I no longer took their actions personally, and was able to serve them much better.
2. Bond and Rapport is a technique I use the most when dealing with purchasers or business owners. I found that through using this technique I'm able to connect with my clients on a personal level and help them become comfortable with me. After a bond is created, typical automatic defence mechanisms comes down, and the client openly explains their actual needs, their actual budget, and whatever personal effect an order may be having on their life-- in essence the “true pain.” For example, may people often forget to order components for a job and can get into trouble with their employer. Once I know how I can help them get out of trouble with their employers, I'm in a position to solve their “true pain.” I have received more orders as a result of helping people in this manner.
3. Customers buy to relieve “Pain”: THE CHEAPEST PRICE DOES NOT ALWAYS MAKE THE SALE. Initially, this concept made no sense; however, after I learned lessons from Sanlder Training, I conducted an examination of my own purchasing behaviour. Low and behold, I made several purchases, based on eliminating pain and trusting the sales person’s expertise. I said to myself, “It’s true, people pay to eliminate pain and desire professional consultation”. In fact, the largest client we have doesn't come because of offering the lowest price; rather, it’s our service and we solve their pain.
Overall Sandler Training was instrumental in my career acceleration and has made my business life exciting. Andrew Wall's teaching style allows one an ease in understanding the different aspects of the Sandler philosophy. Andrew is fun, brings life to the course and is highly encouraging.
(Customer Service Specialist).