A few weeks ago I was in NY and since it was freezing and I am lazy, I was in a number of taxi cabs. As I have mentioned in previous blogs I try and notice everything no matter where I am or what I am doing. This trip was no different. Every time I was in a cab and we were almost at my destination the cabbie asked,
"Would you like me to pick you up later?"
"Do you need a lift tomorrow?"
Since I still have my Boston accent the cabbie assumed at some point I would have a need to go to the airport and a few of them asked, "When are you leaving NY, and do you need a ride to the airport?"
I know many readers might be saying: "So what! What does that have to do with anything? Thanks for the nice boring story!" Well the question is, are any of us like a taxi driver? Think about what they all did. I am a customer of theirs, giving them money so they are generating revenue, and at the end of the trip they are asking for more business. I think it is great and probably works with a lot of customers.
- When you are finishing up a project for a client do you ask for more business?
- Have you had any success in doing this?
- How proactive is your sales strategy with your current clients?
- Is your company positioned to have more than just new business development people ask for/initiate new business?
I look forward to reading your comments
P.S. I called the taxi driver back on one trip so his strategy worked with me.
Michael Halberstam says:
Interesting. I drove a cab in NY for 3 years and one of the first things we were taught was to ask this type of question. The technique proved very helpful then as has stood me in good stead ever since. Thinking about it now, it has helped build lasting and strong relationships for all my adult life. It’s a simple thing to do but sends a powerful message…I care and am willing to be there for you.
Paul Kirch says:
Hey Mike – how can one of the nicest guys in research have a background driving a cab in NYC?
In response to the question, I try to ask for more business when I can. It doesn’t resonate every time, but it has rewarded me opportunities and business that would probably not have occurred without it. Merrill – I believe you taught me this or reinforced it along with the idea of noticing everything (or trying). To this day, I don’t miss a name tag and a chance to use their name. Thanks for that as it has served me well.
Michael Halberstam says:
Paul, it was taxi driving that mellowed me! (Remind me the next time I see you to tell you the story of how I did a U-turn on the Brooklyn Bridge) When I drove I was in college, playing bass guitar for extra cash and had hair well below my waist. Typical Hippie.
Kmat says:
I’ve had an interesting experience at our local Wendy’s fast food location. It really surprised me the first time it happened…….. When going through the drive through and picking up my order, the Wendy’s employee said “Have a good day – we’ll see you tomorrow”! Not that I eat at Wendy’s all the time, but it is a good way to plant that seed in the consumers mind that we want to see you again soon! It’s very personal, friendly and inviting! I don’t have any proof, but I would imagine it is a factor in their repeat business!
Adam Jolley says:
This is a great sales tool that I’ve noticed in my “consumer” life so much more than my “b2b” life. I think the main reason for that is that I only process/hear it as a sales tool when I hear it in my B2B life. The Wendy’s drive thru person is nice, thoughtful, and truly wants what is best for me. The programming vendor just wants more business from my company. I guess its all about the positioning of the question.
I love how the taxi driver in your story positions his questions like he has a personal relationship rather than a client-customer relationship. I will definitely encourage these soft sells to each of my colleagues and to be proactive.
Willie Martin says:
Merrill,
I believe it is now five years that we know each other. Thirty years in the service industry reminds me that ‘repetition is recognition!’ Be good at something, enjoy yourself, and you’ll never be alone!
Take care!