Be a problem solver

Are you a problem solver or a creator of more problems?

By Dave Tester

I learned a valuable lesson from my grandfather, Dave Tester, in the early 1980's when the loader tractor he loaned me wouldn't start. Trying to prove to him that I could fix any problem, I began to go to work on the tractor. First and foremost, I started with points and spark plugs. I even installed them myself. I also added a new fuel filter. After that didn't work, I began the process of overhauling the engine. Them my Grandfather asked me simply, “Is the tractor out of gas?" Come on--that's too easy I thought. I had spent two full days working to prove my worth by fixing this tractor from the ground up. I reached under the front of the engine and noticed the gas valve had a on/off switch. It was turned to the off position. I flipped the switch on and the tractor fired. That memory brings about today's sales lesson.

Before you go in to meet with a prospect or a current customer, make sure you always ask, “What has worked for you in the past?" So many times we are so eager to sell

a new product, we forget to check the basics of our industry or our product and offer up a new solution. But sometimes there no need to stray from the tried and true---like turning on the gas. I had the same experience last weekend in an effort to get a headlight repaired. The auto technician overhauled the entire lighting system: new wire connections, a new bulb and it still would not work. I asked the question that should have been checked first, "Did you make sure the fuse wasn't bad?" The repair shop wasn't trying to rip me off, they just forgot one of the key basics of sales. Be a problem solver.

Start at the beginning. Ask simple questions like, "Why did you agree to meet with me today?" Create a check list for your product. Mine is a "why advertise" check list that asks the customer to choose from list of 20, the top 3 reasons they are looking for my help. Don’t reinvent the wheel. Simply ask the question, “What has worked for you in the past?"

Get a second set of eyes. I don't want to spoil the soup with too many chefs, but I do want another perspective on the problem. My granddad was a great second set for me.

Do you homework. Make sure you understand your product and, more importantly, take time to find out what your customer is faced with. Remember ninety percent of business owners want information about their industry and their competition. Get out there and find out! Be a resource for them—it adds value.

The next time your car breaks down or a customer calls to cancel an order--make sure you start with the basics. Check the gas gauge. Don’t be running on empty when it comes to problem solving for your customer.