Tuesday, November 26, 2013
Better B2B Appointments Through Better IT Customer Services
When it comes to B2B appointments, getting business prospects to sign up to your deal can be pretty hard. Well, it really should not come as a surprise. Doing such a campaign in the IT services industry rarely brings a lot of results. Of course, the resulting deals you get from the sales leads you have been working on can pretty much pay for your operations, with a lot left over as profit.
The key here is in customer service, the art and science of pleasing customers, and getting them to come back for more.
If you want your B2B lead generation campaign to be more successful, you really need to work on your customer service skills.
For one, you should learn how to respond properly. A lot of deals from B2B leads fall through due to poor response from the marketing team. Remember, they have made an effort to reach back to you. So you should also make an effort to give an appropriate reply. Not only is this good business etiquette, it would also help open up new conversation opportunities with your prospects. The more you talk to them, the more you help them, then more willing they become in terms of closing a deal with you.
Second, understand and acknowledge that there is a problem. When business prospects come to you with an issue, you should acknowledge it appropriately. After all, they would not be complaining or saying anything if there is no problem to start with. Whether what they say is right or wrong, you can decide the veracity of their claims by careful examination. After you gave gone through the facts, it is the time for you to come up with a working solution.
Proper escalation is the third point you need to consider in a successful B2B appointment setting campaign. There will be problems and issues that would be beyond your skills, or perhaps your understanding. When that happens, you should know how to properly escalate the issue, giving it to another team to handle. If you do it right, your prospects would even be grateful for you handing their concerns to those in the know.
Fourth, learn how to properly apologize. This is true if the fault is yours. Actually, this is the one thing you should do when it is your fault. Think of this as a dynamite with the fuse lit. You would want to snuff the sparks out, saving you from a messier explosion. When we put it in a business sense, this meant expressing humility and assuring the aggrieved party that you are going to solve the problem. And when you promise something, make sure you deliver.
Lastly, go down to their level. You are not some overlord who supervises the lives of businesses under your wing. You are a business partner who could help to gather more sales leads, therefore increasing their profit margins. When they have issues, solve it with them.
In this way, you can see more success in your B2B appointments.