Derek is a BDR (outside sales person) for a large swimming pool equipment distributor in the Washington DC area. One day he happened to be in the office when a pool service company owner was picking up some parts. Derek didn't know the customer but he had an account so he began to ask questions. The service company owner indicated that he had driven 45 minutes to pick up these parts because they were not available from his regular supplier (a supply house with good pricing, effective shipping via UPS and absolutely no other services).
Derek's ears perked up..."Why are you not ordering all of your equipment and components from us?" he asked. The answer, "I work from my home in a rural area and no truck driver would want to negotiate the back roads to get there." Derek is thinking, "Hey if UPS can get there, so can our driver. He is really talented and loves the challenging deliveries". Derek asked the customer to place the next order with him and he would personally deliver it and check out the situation.
The customer place that order a week later and Derek delivered it the next day. The verdict? Challenging delivery but definitely doable.
The result, an additional $50,000 in volume during the next two months and a commitment for all of the business for the coming season. A win-win for all concerned... a customer who now had the added new value of products, services and programs that Derek's team could provide with delivery to the doorstep.
Do you really evaluate when a customer gives you a reason for not doing business with you? Do you know your team's talents as well as Derek does? Will your team exert the extra effort to support you and a new account? Be creative!
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