Featured Product
This Week in Quality Digest Live
Customer Care Features
Knowledge at Wharton
Companies can benefit themselves if they bring out the altruistic side of their consumers
Annette Franz
You can’t transform what you don’t understand
David Dubois
Create a competitive advantage by tailoring technology to customer relationships
Alex Bekker
Give customers what they want, keep storage costs under control
Annette Franz
You may think you are, but most are probably not

More Features

Customer Care News
The FDA wants medical device manufactures to succeed, new technologies in supply chain managment
Chick-fil-A leads; Chipotle Mexican Grill stabilizes
Consolidated Edison posts large gain; patient satisfaction is stable
Partnership for a Cleaner Environment (PACE) program has grown to more than 40 suppliers in 40 countries
Trader Joe’s tops supermarkets; Home Depot overtakes Lowe’s
TVs and video players lead the pack, with internet services at the bottom
AIAG’s director of corporate responsibility comments on impact of new ethics language in upcoming IATF 16949
Good news for Detroit
The Baldrige Criteria for Performance Excellence can help

More News

Paul Smith

Customer Care

Three Stories You Need Potential Customers to Tell

And three ways to get them to do it

Published: Monday, October 10, 2016 - 15:33

It’s hard to turn the pages of any business or leadership magazine these days without coming across something about the value of storytelling. Whether it’s for leadership, marketing, sales, or some other purpose, the benefits of telling stories in business is well documented.

What’s more often overlooked is the value of story listening. In other words, getting your employees, customers, or other stakeholders to tell you their stories.

I recently interviewed professional buyers at dozens of companies including Microsoft, Abercrombie & Fitch, Kroger, Costco, and others. I asked them, “What stories should salespeople who call on you want to hear from you?” Three kinds quickly surfaced:
1. Personal stories to get to know them better. Storytelling is the shortest distance between being a stranger and a friend. Salespeople are quick to tell their own personal stories, but less quick to ask the buyer to reciprocate. People like to talk about themselves, and they like people who let them. And since we do business with people we like, getting a buyer to share a personal story is the quickest way to get them to do business with you.
2. Stories about the biggest problem they’re facing. Just asking them what their problems are isn’t good enough. That only gets you a short answer. A story gives you a glimpse into the kind of solution they’re looking for, and gives you most of what you need to sell it to them. If they just tell you, “I’m looking for a more efficient warehousing network,” you really know very little about what they need. But if they tell you a story about how the last shipment they made went out late because they couldn’t find the right product in their warehouse so they had to run a custom production schedule and then ship the product express delivery, only to then find the original product right where it was supposed to be all along... Well, now you know what you’re dealing with.
3. A story about how their favorite supplier became their favorite supplier. Anyone can tell you they want their suppliers to be flexible and responsive. But you were already planning on being those things. A story, though, gives you a tangible example of what excellence looks like to them. One procurement manager told me, “Nobody’s going to tell you their favorite supplier is the one who caves on price more than all the others. They’re going to tell you about that one supplier who did something amazing.” Once you know what “amazing” looks like, you’ll be in a better position to be amazing, too.

So, how do you get these stories? Getting buyers to talk is easy. Getting them to tell you stories requires a little more work. Here are three effective tactics used by successful salespeople at dozens of companies around the world.
1. Shut up and listen. This is probably the most obvious but underutilized tactic to elicit stories from buyers. Human beings abhor silence in a conversation like nature abhors a vacuum. We’re desperate to fill the void with something. If you can resist the temptation for that something to be your voice, you have a near-certain chance of that something being the buyer’s voice. Give them room to tell a story, and they probably will.
2. Ask open-ended questions that require a story for an answer. “What’s your biggest problem right now?” is close-ended and gets a short answer. “Tell me about the first time you realized your biggest problem was your biggest problem” is open-ended and is guaranteed to get an interesting story.
3. Tell your stories first. If all else fails, lead by example. If you want to get buyers to tell personal stories about where they grew up, you tell a personal story about where you grew up. If you want them to tell a story about a problem they’re having with their computer, you tell a story about a problem you’re having with your computer. You know this works because it works on you. When people tell you a story, the most likely thing that’s running through your head is “Hey, something like that happened to me once,” and now you can’t wait to tell them about it. Just remember, when the buyer interrupts and starts telling you his story, refer back to tactic No. 1 above: Shut up and listen.

First published Sept. 8, 2016, on the on the SmartBrief blog.


About The Author

Paul Smith’s picture

Paul Smith

Paul Smith is a managing partner at Story Makers and a principal at thoughtLEADERS LLC. A popular speaker and a trainer in leadership and business storytelling techniques, Smith aims to make the world a better place one story at a time. Smith is the author of three books published by AMACOM: Lead With a Story (2012), Parenting With a Story (2014),and Sell With a Story (2016). During Smith’s 20 years with Procter & Gamble, he held leadership positions in research and finance, and served as director of consumer and communications research.