Having spent my career selling in the national marketplace, my awareness of regional cultural differences is high. These differences are real and need to be honored. Just like Snoop doesn’t sell any better on the east coast than JayZ does on the west, regional tastes factor into decisions. The following rules apply generally, but can be even more important regionally.
There are no more monopolies. Customers have choices. You might be the big kahuna. You should never act like it. Customer service, pricing, timeliness, accountability and follow through are fundamentals, not added value. People will find ways around you just because you encourage them by being discourteous. Confidence is good. Cockiness is bad.
Knowledge must follow charm. You cannot win people over with expertise if they don’t like you. Be likeable and win customers. Deliver good results and keep them.
People come before their roles. Imagine your customer thinking this, “Like me as a person and then I might take an interest in what you do.”
Profanity is never a good idea with a customer. Surging energy is good. It can fuel you whether from a negative place or a positive one. But even if you have to swallow your tongue, don’t curse.
Everyone likes to be rocked gently. Even bears. Especially bears. Early in my sales career, I was shocked to be treated like the enemy by total strangers. When people treat you badly for reasons you didn’t earn, they are unhappy for some unrelated reason and you are simply the target. Customers have that luxury.
Avoid taboo topics. In business circles, don’t initiate political or religious discussions. However, it’s ok for the customer. But since you are listening at least twice as much as speaking, you can avoid finding yourself somewhere you didn’t intend.
