I stress the importance of salespeople taking notes about what they discuss with their customers – whether that discussion is on the telephone, in-person, or by email.
There are three main benefits for taking notes – and these really are benefits, not features. First, when you write down what you discussed or talked about with your customers, you can refer to your notes and refresh your memory. This also helps you strategize what you want to accomplish on that contact as well as the next one with that customer.
The second benefit is one you probably haven’t thought that much about. At some point, you are going to need help from your builder, manager, assistant, or associate. I’m not talking about every customer or any specific customer, but at some point, you’re going to need help.
You may decide to take a vacation day – or even several days or a cruise. You may get sick. You might have family emergencies to tend to. You might be out of the office showing property, or you might just be busy trying to work with more than one person at the same time.
Regardless of the reason why you might need help working with a returning customer, the point is that whoever pitches in to help you – even if it’s just for a short time until you become available – can easily review your notes and determine what you have discussed with your customer and what they might need to do to assist them in your absence or unavailability.
The third benefit is related to the second one. No one likes to repeat their story so when someone needs to assist you – or it’s been a while since you’ve talked with this customer or you’ve seen and talked with many customers since last speaking with them – a quick review of the notes will bring you right up to speed on where you are with this customer. Why ask them to repeat what they’ve already told you, unless you just want to strategically confirm some of their information to make sure it’s current?
Taking notes is not a clerical function – it’s a sales function. Unless you’re real good at keeping track in your head of everyone who has come through your front door or otherwise contacted you by phone or email, you’d better be relying on notes instead of your memory. It truly is the mark of a professional salesperson.
* For more information about my consulting and coaching services visit my website stevehoffacker.com. I also maintain a blog on the real estate network Active Rain, and you can join this site and begin participating in the fun and networking opportunities by clicking here.