Summertime is filled with great weather, summer trips, events and distractions, and that can make the sales process challenging. There are also a few customer challenges that you’re more likely to see in the summer. Here are just a few of the challenging customers that you might meet this summer and how to better serve them during this very social season.
The Very Ready Vacationer
You’ve probably worked with this customer. You might have even been this customer when you were on the cusp of an exciting trip. The Very Ready Vacationer might be trying to get as much off their plate as possible, or they might be trying to put off an important meeting until after they’ve returned from their trip. Whichever way they try to clear their schedule for travel, chances are you’re going to run into difficult scheduling with this customer, especially if they also have deadlines to meet.
When you’re working with a Very Ready Vacationer, make sure that you’ve talked about whether there are any deadlines that will hit during their absence. If there are, ask them about how you can contact them with important questions or who to contact while they are away. If they need their print pieces after they’ve returned, take a moment to touch base with them once they’re back.
And, speaking of vacations…
The Wistful Worker
When you have a customer who isn’t going on vacation—but really wishes they were—you face an entirely different kind of distraction. This person might try to rush every sales meeting or forget what you’ve told them because they aren’t necessarily focusing on the work ahead of them.
How can you connect better with the wistful worker? When they’re distracted, logic is less likely to bring back their attention. Show them something exciting or ask them what they’re most interested in to get them more emotionally engaged in the conversation.
The Unconventional Office
Summer can lead to some unconventional work environments, and that can lead to big distractions. When your customer is working outside to take advantage of great weather, working from a coffee shop to change things up, or working from a summer event where they are promoting their business, the Unconventional Office can be difficult to speak to over the phone. Consider switching to email or text unless you need to have a conversation.
The Friday Flyer
This person’s personal life got much busier when summer started, and they’re prone to flying out the door earlier in the afternoon. And their absence might not just be an early exit on a Friday. Whether it’s children’s activities or sports event, the Friday Flyer’s absence can be a challenge no matter the cause. They might not be there to receive your call, and that can leave you without the information you need to move forward with their order.
When you’re dealing with a Friday Flyer, documentation and planning ahead are key. Try to use email to schedule conversations ahead of time, and, if you aren’t able to update them in a conversation, leave a message and include a mention of when you intend to follow up. And, if you need more information from them, make sure that you tell them exactly what information you need and that their order is on hold until you’ve heard back from them.
Have you met these challenging customers? How do you handle these summery challenges? We’d love to see you join the conversation in the comments below.
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