What if you have two calls come in at once?
Two calls come into your phone line at the same time. Through some technical magic you know the caller on line 1 is a customer with a problem and the caller on line 2 is a prospect wanting to buy something. If you can only answer one, which do you answer? Which would your president answer?
A customer-driven mindset will answer the customer on line 1; a revenue-driven mindset will answer the prospect on line 2.
For me, the customer should come first: we've taken his money and made him a promise. The prospect won't go away and might appreciate that you put a customer first, since (he hopes) he will soon become a customer. Despite what many think, a deal doesn't die so quickly, as long as you respond to the prospect in a timely manner.
My friend Alan reported this interaction with AAA:
Thank you for calling Triple-A, where Members come first. To become a member, please press 1. If you are already a member, press 2.
Who comes first again?
Looking for the latest in product and data science? Get our articles, webinars and podcasts.