April 30th - 2007 a problem is an opportunity in disguise!

I had to visit a client today who has phoned up claiming they were not getting the results form our sites they felt they should and indeed wanted.  They requested I visit to justify the amount of money they were spending on me, alongside the seemingly poor results. I have to say I spent a good 24 hours considering the impending trip which felt like a trip to the gallows.  Once I had got passed this stage I proceeded to hunt for what, at first, were decent excuses for the poor performance. 

It's only then that I realised that actually, many customers were doing really very well off our sites, and if they weren't I'd be booking in many more such visits, which lead to the question of why this particular clients wasn't doing so well.  The more I looked, the more I realised that it was the clients usage patterns causing the problems and not the site, and hence it was relatively easy to rectify this.  It was also a fairly simple job to pursuade them this was the case through shoowing them other clients results.

By the end of the meeting, the client was happy to have uncovered ways to improve their business and was also considering an upgrade to a better package!!

The point here is that problems really are opportunties in disguise.  Everybody is looking to improve their business in anyway they can.  When things aren't right, they start asking lots of questions to look for ways of doing it better, it may not be a problem specifically with you, but your in the pot so you get questioned too.  At this point they're motivated to make changes to improve and here lies the opportunity.  If you can identify ways of solving their problems, whether you were the cause or not you're likely to sell something!

When someone in business has problems, concentrate on helping them to solve their problems and money will likely follow!!

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