Comments on: 7 Client Service Lessons from Graham Skidmore [Interview]

By: Jen

Jen — Sat, 19 Dec 2009 04:44:47 +0000

Graham is an incredibly good leader and I’ve appreciated working with him for quite some time. He listens, but challenges me. And ultimately I think we both come out better in the end because of it.

Even if he does think I’m stubborn.

By: Graham Skidmore’s Client Service Lessons « Software for Better Client Service

Fri, 24 Apr 2009 12:24:33 +0000

[...] than on its cause. Thanks for a decent post, Regis! For one’s who is interested, here is the full version. Possibly related posts: (automatically generated)Client-centric marketingThe Number 1 Question . . [...]

By: Jim Littlefield

Jim Littlefield — Thu, 23 Apr 2009 18:21:10 +0000

Graham sounds like a good leader to work with and learn from. I recall hearing the “What’s in it for me?” quote when I first got into sales many years ago.

Later I learned through “solution sales training” how to focus on the problem(s) people are trying to solve vs. what you are trying to sell. Solution selling takes the conversation to another level and is the basis of a relationship vs. a transaction.

Instead of guessing, or worse assuming, you know their problem take the time needed to understand the problem in their terms, not yours. The best way to do that is to ask open ended questions. This approach changes the perspective of the conversation and makes it very natural vs. being contrived to sell something you have to offer.

Even better it allows you to qualify the opportunity. You may find there is a great fit or their is no opportunity at all. There is no reason to put a lot of time, effort and money into solving a perceived problem that isn’t really there.

This natural approach leads to many of the other points Graham made.