Think Big, Act Small by Jason Jennings

Author:Jason Jennings
Language: eng
Format: epub, mobi
Publisher: Penguin Publishing Group

5. Don’t Let Salespeople Say No

Most consumers would agree that it seems that the representatives of most companies are anxious to tell customers that “it can’t be done.” The fifth competitive advantage cited by Mills is extraordinary for a company with four thousand workers.

“We have a rule,” he says, “that only a member of the senior management team can ever say ‘no’ to a customer. We were early adopters when customers told us they wanted to order by computer, we routinely make product changes as requested and we’ve even opened up new warehouses when customers have asked for them. Unless a salesperson’s answer is yes,” he says, “the customer or the salesperson has to escalate it.”

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