Confusion About Win/Win
If you are in sales or service, you have been exposed to the concept of
WIN/WIN outcomes. Instead of looking at relationships with customers as
a contest with only one "winner", we are being told to look for
opportunities for both parties to WIN. This is, of course, in direct
conflict to most of our programming, sports and otherwise, which has
told us there can only be one WINNER.
My intent is not to create further confusion by introducing the concept
of WIN/WIN/WIN but I do believe that without this process in place, the
entire relationship with clients will remain frustrating and not nearly
as productive as possible.
Most managers will say the first person to win must always be the
customer. Who else has to win? Well, the salesperson or service provider
must also experience some win during the exchange or he/she will not
continue in the business for very long. The third entity which must win
is the organization. It is precisely this "order" that dictates the
customer must win first that has led to declining service standards and
lower sales results. Nobody wants to be in servitude!
The first person who must WIN is the salesperson. The customer WINS
second. Of course, we want these two events to happen as close together
as possible. The Organization WINS third.
- If the salesperson WINS and the client WINS, the organization WINS.
- If the customer believes you WON and they LOST, the organization
automatically LOSES because the unhappy customer will not come back and
will tell many other people how bad the experience was in dealing with
you.
- If you do not feel good about what you are doing and how you are
doing it or you believe you have LOST to make the customer WIN, you will
take out those feelings on your clients, your co-workers and ultimately
take them home. The organization LOSES in this case because they have a
group of disgruntled employees.
The WIN/WIN/WIN process works!! Just don't forget in which order it must
occur.
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Grant Training Systems Ltd
Box 22, Site 23, R.R.8
Calgary, Alberta
Canada T2J 2T9
TOLL FREE 1-888-866-3603
Phone (403) 931-1653 Fax (403) 931-1657
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