Windshield Wisdom #61- 3 Moments When Your Customer Expects to Hear From You



A few weeks ago, I was a bad son.  

You see, I forgot to call my parents on their wedding anniversary.  

I talked to them the day before.  I was at their house the day after.  At no point did I congratulate them on the day they formally committed to each other in front of family and friends, which, in time, led to me being born. (Which to me at least, is a pretty big deal)  

They are used to getting a call from me on their anniversary.  They thought I was going to call, and were surprised when I didn't.  I apologized later, and they accepted it, but I still felt bad.  

Just like forgetting your parents anniversary, the people who are most important to us (not just family, customers too) have a set of expectations for the role we play in their lives...including when they expect to hear from us.   

And that's what this week's Windshield Wisdom video is all about. 

Three Big Takeaways

1.  If you do nothing else, follow-up when your said you would.  Your customer or prospect is expecting you to reach out, and will notice (and be disappointed) if you don't.  

2.  There are events in your customer's or prospect's professional (and personal) lives that they not only appreciate, but notice, when you don't recognize them.  Whether it be the birth of a child, promotion at work, or recognition for their business, if you have a relationship that matters to both of you, you need to let them know you know about it.  

3.  Anytime you can deliver anything that has direct value to your customer or prospect, they would like you to share it with them.  Bonus points, if you use it to start a dialogue that creates a deeper understanding of how important the relationship is to both parties.   

Matt Middendorp is a nationally acclaimed speaker and sales coach with over 20 years of experience turning connections into customers and advocates. In 2013, Matt founded Sales Math, and debuted his “Formula for Success” sales training system to bankers across the country. From the beginning, Matt’s clients have experienced learning that is fun, meaningful, and makes a difference in the real world. Today, Matt’s core philosophies of “Learn Together, Do Together, Grow Together” are taught through in-person coaching, online as part of the Cool Bankers Academy, and by his leadership of the Cool Bankers Club Facebook Group. His clients are making their goals faster and easier based on the confidence and skills gained from learning a sales process tailored to ensure they aren’t “just another banker” in the communities they serve. 

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