Yellow Dog Consulting

Sales & Marketing Consulting for solo-preneurs.

The Role of a Service Provider

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im-a-people-person-i-have-people-skillsAs a service provider it’s my responsibility to provide my service (sales & marketing consulting) to my clients (the expert in their business & their industry). My position means that I am often working with OTHER service providers. Sometimes that’s fantastic, and sometimes I can’t figure out why my client would ever hire that person. And after a couple of recent weird service provider to service provider interactions, I was thinking, we may need a reminder of our role.

Here’s the deal: the client hired us because they know they need what we do. They hired us to help with messaging, create a new ad, help with organizational structure, write-up policies and procedures, build a website, and a myriad of other services they need. They did NOT hire us to fix things that aren’t broken in their mind. Well, they did, they just don’t know it yet.

Is that a website that I’d be proud to have represent my company? Is that the logo and color scheme I’d use? Is that messaging really representative of what they’re doing? Maybe not, but they love it. It’s our job as service providers to come along side our clients and have those conversations “what do you think about your messaging?” “How do you feel about your website design/content/layout,” “How do you feel about your branding?” They aren’t FUN conversations to have with your client, but if this is what they hired you for, then they’re ready for it.

Sometimes that’s NOT what they hired you for though. Sometimes you need to gently ask the questions and when they say no, you need to drop it. At least for the time being. I have this happen a lot with clients. It’s not in the budget, the designer is a friend, they paid a lot of money for whatever, it’s gonna stay put for the time being.

So, here’s a few things that based on my recent experiences I think we should be reminded of when working with our clients. Also, remember this when you’re working with other service providers on a client. You never know who has they client’s ear, and getting fired because you were a jerk to another service provider can happen…

The Role of a Service Provider:

  • Provide solutions and services within your scope of work and breadth of knowledge
  • Work WITH your client to develop and implement their vision (you’re their to guide, get your own thing)
  • Offer recommendations and options based on your clients needs
  • Complete requested tasks by the client
  • Make suggestions on opportunities or changes needed within the organization
  • Provide SERVICE (ie: don’t be a dick)

Discount Codes or Secret Codes?

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imgresI’m looking for a new CSA here in Portland. And I think I’ve found it, BUT…

I was going through the checkout process the other day to finally get it setup and start having produce delivered to my house like I did in Seattle with Full Circle Farms. I loved Full Circle, AND when friends wanted to join I got a referral bonus (and so did they), and they were very easy to work with. So, I’m about to enter my credit card for this new CSA when it asks for a DISCOUNT CODE. Score, I want a discount code. But I don’t have one. I’m a new member and 99% sure that one exists for new members. And when I had asked people about CSA’s, I even said, if you have a referral link I’d be happy to use it so you get the bonus. Nada.

So, time to GTS (Google that Sh*t). Again, nada. So I tweet them. Nada. And now my rant about having a twitter account but not tweeting. So now I guess I’ll shoot them an email and ask.

Here’s the deal. If you promote that you have a discount code, by golly I’m going to get the discount. Mama didn’t raise no fool! Deal’s are GREAT, I LOVE a deal.

If your website has a very obvious discount code box at checkout, you better be prepared for it. A lot of retail sites have a bar across the site that says “free shipping on orders over $x with code MAMADIDNTRAISENOFOOL.” So be prepared. If it’s obvious HOW to obtain a code, then I won’t go hunting “oh I have to order 5 to get one free” fine. But I know as soon as I place my order I’ll get an email or tweet that says “New Customers Only!”

Are You Respecting Wishes?

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are you respecting your clients wishes?I was talking with a client this morning about a workshop he recently attended. He mentioned that it was all about getting past objections. As my client & I were talking about that point, he said “I get business because I respect their wishes when they ask me to stop talking.”

Yes it’s just a “cup of coffee a week” or “a decision you can’t afford to miss out on” but if I’m not ready to buy, I’m not ready to buy. You pushing me into a decision I’m resentful of doesn’t make me like you. But if you tell me you understand and let me know if I change my mind you’re there for me, I appreciate that.

My client and I are on the same page in this regard, which is great. Learning to overcome objections is a great thing to learn about, helping your prospective client understand the VALUE of your product or service is a great thing to do. But bullying someone into buying your product or service, talking crap about the competition, treating them like an idiot for not knowing about your widget, that may get you the sale in the short term, but I guarantee it’s not going to get you far in the long term.

Years ago I worked with a company and we referred to this process as “Bless and Release.” It’s OK that they don’t want what you’re selling. Do you really want to work with someone who doesn’t want you? Harsh dude…

So, the next time you find yourself overcoming objections, take a moment to make sure that you are respecting their request to stop talking and be done selling them, or continuing to explain and educate IF they requested that.