Articles: Only Customers Matter
"Only our customers matter," my boss said in the last sales meeting. This was the theme in the two-plus-hour meeting. As the PowerMax sales team, including tech support and purchasing, devoured our yummy dinner from Noodles & More (provided by PowerMax) and listened to our loquacious and experienced CEO speak, we got that message quite clearly.
Only our customers matter, and he would know.
In the beginnings of PowerMax a few decades back, our CEO was also working phone sales, so he spoke with customers directly. He knows his customers. He knows his business. He built a company with both loyal customers and employees over those decades, and he built them by providing excellent product for fair prices with an unsurpassed customer service interface. Between the sales team, the service team, and the technical support team, we are the Mac Experts and the Friendly Voice of Apple. We care for our customers as people, not solely for what they can do for us, but what we can do for them. After all, we are people-centered, both in the office and with our customers.
Even though the reality of business states that sales is the bottom line, as it's what funds our paychecks, which pays our mortgages and grocery bills. It's what drives the sales team to come in day after day, as they work solely on commission. It's what keeps the business afloat. Our exemplary customer service, compassion, and care are what keep customers returning to PowerMax. It’s what earns us their business over and over again.
Only our customers matter.
Our CEO's larger point was that when you maximize the relationship, when you care for the customer and their needs, then sales happen on their own. I’ve been so impressed with PowerMax’s sales team. There are no hard sales here. No close close close close...at any cost. No manipulative tactics to increase their commission, as so many salespeople behave.
Here, it’s about listening to the customer. Here, its about fulfilling the customer’s need, which is exactly how it should be done. I’ve heard each and every sales team member give up a sale because it wasn’t best for the customer. I’ve heard each of them gladly pass a customer to the salesperson with whom they’ve worked before, as they already have that relationship, and relationships matter far more than commission. Not only the relationships between PowerMax and their customers, but also the relationships between PowerMax employees.
As we all got to the end of our delicious dinner (I had the veggie fried rice, and ate it all!), the meeting was still going strong. Each of the sales team got to tell their stories and offer their insight and opinions. The once-a-month sales meeting is an important part of the process here at PowerMax, as it’s a time for the sales team to be heard and supported. It’s a time for them to recharge and feel appreciated, as they are the face of PowerMax. They are the friendly voice of Apple via PowerMax. They are the first and last person with whom our customers deal.
Because customers matter.
Because people matter.
And we value people at PowerMax.
Christine is a Technical Support Specialist and Content Writer for PowerMax. Follow her articles as she takes you “Behind the Sasquatch: A Look Inside PowerMax,” an inside look at the day-to-day operations from the perspective of a Woman in Tech. She’ll also post great Tech Tips, helping you get the most of your Mac apps as well as write about some common technical issues and how to fix them. Finally, Christine will periodically post some Tutorials that teach readers how to do things like make podcasts and iPhone apps. Find what you’re looking for in the categories on the right.
If you have a tech question or issue, please don’t hesitate to contact Christine for help.