I love to sell (there I said it) and I love building lasting relationships with clients. Customers sense that I have their best interests in mind when I work with them and that I feel that my job is to solve their needs rather than to simply push sales down their throats. I have found that the best way to become a trusted editor is to be passionate about what I am doing. It is rewarding when a customer comes in and asks for me by name, and for me, it feels just as good when a client comes in and asks for one of my associates by name. How do you not only become a trusted editor yourself but train others to mimic you?
- Be authentic: if you are fake it will show no matter how good a liar you think you are. If you don’t know the answer to a question, it is okay. Don’t make something up, rather find out the answer and follow up with your customer.
- Know what you are selling: whether it is clothing, finance, a house, health care, etc. it is crucial that you understand and are familiar with your product
- Know who your customer is: the landscape changes if you are dealing with an internal or external customer.
- Keep the lines of communication open: don’t just sell, listen to your customer and fulfill needs. One of my coworkers puts it well when she says that she is not a seller but a “life-stylist”
- Believe that you have something special to share with your customer: YOU! Remember that you are the expert and the trusted editor.
- Continue learning: take classes, read industry magazines/websites/blogs, and keep broadening your horizons. There is always someone out there who knows something that you don’t.
Most importantly, act the part all of the time. My husband Robert has a commanding presence and wherever I go with him, people assume that he is in charge. That is because he behaves like a leader. I am perceived as an expert in the field of customer experience and leadership because I act like an expert. Become the part you want to play.