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Your Clients Don’t Want Your Product (And Why That’s Great News)

By / / Customer-centric, Features, Sales Tips, Solution Selling, Value Based Selling

In 30 seconds

Nobody wants a mortgage: they want a home. Nobody wants insurance: they want peace of mind. This truth applies to almost every product: clients don’t want what you sell, they want what it does for them. Yet many salespeople stay fixated on features, forgetting the problem their product solves. Great salespeople shift focus to the client’s desired outcome. Fall in love with their problems, translate features into clear benefits, and ask discovery questions about their world, not your product. By selling outcomes instead of specs, you stop pushing and start helping. And the more you help, the more you’ll sell.

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Trend 11 – Off the shelf AND Customised

By / / Blog, Buying, Customer-centric, Sales Skills, Sales Tips, Sales Trends, Selling Better, Value Based Selling

This is Trend 11 from Barrett’s 12 Business and Sales Trends for 2024. You can download the full report here.

In 30 seconds

In B2B sales, we are seeing a trend where buyers seek quotes from salespeople without specifying a situation, needs, or priorities. Salespeople must strategically offer adaptable solutions, conduct thorough research, present flexible options, emphasise universal benefits, and share customised case studies. Transparent pricing and language implying customisation build trust. Highlighting modular features reinforces adaptability. This approach navigates the challenge of providing value-based quotes with limited buyer information. It positions sales professionals to later …

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Miscommunication Costs Businesses Billions

By / / Attitudes & Behaviours, Collaboration, Communication, Customer-centric, Human-centred, Innovation, Soft skills, Success

In 30 seconds

Effective communication has become a rare commodity. While many organisations focus on the technical aspects of collaboration, they often overlook the most critical component: human-centred interaction.  Companies tend to focus on logistics, CRM systems, or operational procedures while neglecting the importance of human-centred interaction. Poor communication, however, impacts business outcomes, costing companies billions annually. Simply implementing tools like Microsoft Teams or hosting events is insufficient. Organisations need a tailored communication roadmap, clear channels, feedback mechanisms, and active employee involvement. Prioritising empathy, active listening, and genuine engagement can improve collaboration, innovation, and productivity, leading to greater employee satisfaction and …

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Trend 8 – Sales AND Customer Service

By / / Blog, Customer experience, Customer Service, Customer-centric, Sales Trends

This is Trend 8 from Barrett’s 12 Business and Sales Trends for 2024. You can download the full report here.

In 30 seconds

Sales and customer service need to work in harmony for outstanding results and client engagement. Sales drives revenue and provides market insights, and customer service offers client support, ensures quality, and focuses on retention. Their collaboration is vital, ensuring smooth client handovers, a robust feedback loop, and identifying cross-selling opportunities. Together, they cultivate client loyalty, resolve issues efficiently, and uphold a customer-centric approach. This collaboration is the cornerstone for business success, impacting client …

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Is Your Customer Always Right?

By / / Attitudes & Behaviours, Blog, Brand & Reputation, Customer experience, Customer Service, Customer-centric, Prospecting

In 30 seconds

The quote “the customer is always right” emerged in the early 20th century, sparking debate on its application. Harry Gordon Selfridge, founder of Selfridge’s Department Store, famously said, “The customer is always right in matters of taste,” highlighting the subjective nature of taste. Conversely, César Ritz advocated for immediate resolution of customer complaints, no questions asked. Today, this motto remains contentious, especially in balancing customer satisfaction with employee well-being. Sales teams face challenges like defining “right” in the digital age, leveraging customer data, and guiding customers ethically, even if that means contradicting them. Ultimately, the focus should be …

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Short-Term Gains, Long-Term Pains

By / / Blog, Brand & Reputation, Business Growth, Case study, Customer-centric, Ethics & Values, Human-centred, Sales Growth, Success, Sustainability & Environment, Trust

In 30 seconds

Focusing solely on short-term results like Boeing did, prioritising profits over safety, led to disastrous quality issues and accidents. This highlights a broader problem: prioritising sales figures over people’s well-being can erode trust and damage reputation in any industry, not just aviation. The same happens when organisations drive sales teams solely based on numbers, quantity, and financial outcomes. While it can lead to the desired short-term results, it puts the business at risk in the long-term:  Erosion of quality, safety, reliability, trust, and reputation.

In 1.5 minutes

We frequently talk here about the risks of focusing on …

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Striking Balance – Barrett’s 12 Sales & Business Trends for 2024

By / / Blog, Business Growth, Collaboration, Communication, Customer experience, Customer Service, Customer-centric, Digital credentials, Education in Sales, Emotional Intelligence, Ethics & Values, Human-centred, Hybrid Selling, Leadership, Learning and Development, Opportunity, Sales Consulting, Sales Culture, Sales Driven Organisations, Sales Growth, Sales Leadership, Sales Management, Sales Methodology, Sales Operations, Sales Results, Sales Skills, Sales Strategy, Sales Tips, Sales Training, Sales Trends, Selling Better, Soft skills, Solution Selling, Strategy, Success, Value Based Selling

In December 2023 we published Barrett’s 12 Sales & Business Trends for 2024. This is a summary of that report, in case you missed it.

For decades, the business world has been dominated by what looked like opposites to choose from. You could be a hunter or a gatherer, a manager or a leader.

These concepts have been pitched to the business community as opposing and mutually exclusive choices, forcing a binary mindset. These polarisations don’t apply to modern businesses and sales operations – and they haven’t served us well for some time now.

In 2023 we’ve worked with businesses across industries and …

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The Double-Edged Sword of Communication Tools

By / / Blog, Collaboration, Communication, Customer-centric, Human-centred, Soft skills

In 30 seconds

Tech is great, but it’s only as good as the people using it. That’s especially true for communication.

But wait, there’s a catch. Tools like Slack and Teams, while helpful, can cause information overload and misunderstandings. Constant messages, unclear chats, and brief texts lacking context can create a communication mess.

On top of that, company culture and our own communication styles can add to the problem. Unclear goals, fear of speaking up, and even hidden biases can make it hard to talk openly.

The good news? These challenges can be fixed.

Strong communication builds bridges, not walls.

In 2 minutes

Communication is the lifeblood …

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The Cultural Shift in Salespeople

By / / Attitudes & Behaviours, Blog, Customer-centric, Human-centred, Sales Management, Sales Methodology, Selling Better, Soft skills

In 20 seconds

Today’s sales need a customer-centric makeover. Traditionally focused on transactional deals, salespeople must now prioritise understanding customer needs and building relationships. This requires emotional intelligence, collaboration, and a focus on long-term value. Sales leaders must guide this shift by identifying skill gaps, providing training, and fostering a customer-centric culture. This empowers salespeople to thrive in the new era of sales.

In 2 minutes

Customer-centricity is now a common focus of many businesses, and while most of those think of themselves as customer-centric, chances are they are not.

Customer-centricity is rarely a whole-business approach -how it should be- and to complicate things …

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