Increase the Depth of Your Sales Team

The conversation usually begins with an email to an engineer.  It takes shape something like this: 

[Customer] "I need to add this additional feature to our current project.

[Engineer ] bluntly  "It's too late to add anything to the project scope." 

[Customer] "I understand that it is a little late in the game, but our client says the feature is critical to their application."

[Engineer] "Why didn't they tell you that before we scoped the project? We'll never get done at this rate!!"

[Customer] Still on email, but now defensive; "Can you do it or not?"

[Engineer] "Not."

After this exchange, the customer calls his account manager, aka sales person, and wonders out loud why your engineering staff isn't being helpful.  How many times have you taken that phone call and then wondered the same thing, why isn't our engineering staff being more helpful?

But here is an example where a little coaching from you can turn the conversion from a customer service quagmire to a positive sales opportunity... Let's see what the conversation looks like with a little "Communications 101"

Again,  beginning with an email to an engineer: 

[Customer] "I need to add this additional feature to our current project.

[Engineer ] recognizing that the feature represents a large scope change and that time is critical - picks up the phone and dials the customer -   "Mr. Customer, I got your message and would like to get a little more information. First off, with our current resource allocation the schedule will be impacted by X days, does that present a problem." 

[Customer] "I understand that it is a little late in the game, but we would like to keep the same schedule if possible."

[Engineer] "I understand. In that case, we may need to bring in a little help.  I'll draft a project change order and send it to you. Can I have the account manager get back to you today with a quote for the additional time and materials"

[Customer] "Sure.  I'll be in the office until about 6:00 pm.  Thanks for the help.

[Engineer] "No problem."

With just a little coaching, you can help your engineer avoid irritating a client and actually enable you to achieve additional sales.  It seems subtle, but we have seen it work with many of our clients.

Good hunting.

Tim Bleigh