I recently called Pagebuzz (http://www.pagebuzz.com) and inquired about their website building service as I was tinkering with the notion of adding another credit card processing-related website and, on a personal level, constructing several affiliate sites to highlight other products or services. A gentleman by the name of Mark, the owner, answered the phone and did his best to convince me that I did not need Pagebuzz’s offering.
We’re all accustomed to receiving the standard sales pitch – why a particular company is the only logical choice among a myriad of options. Some sales folks employ the “hard sell” and dogmatically try to convince the prospective client why their program is best. Others use a softer approach, serve as bearers of information, but tout the advantages of their product or service.
Few in the sales field actually listen to the prospective client, address their needs, if possible, and respond accordingly. When a company cannot suitably address such needs, too many sales folks try to “change” or modify the potential customer’s needs so that there is a possibility of landing the account.
Well, Mark of Pagebuzz attentively listened to my intended objectives and plans – and without any hesitation – talked me out of using his company’s product. He explained that PageBuzz was more suitable for small business endeavors or for family/personal sites than affiliates sites. He was adamant that I would not see a favorable return on investment and he proceeded to provide an all-encompassing overview of the affiliate marketing field.
Mark spent about 45 minutes with me over the phone, generously sharing ideas on affiliate marketing, and detailing his experiences – both positive and negative – in this realm. His only purpose was to educate and enlighten me on all aspects of affiliate marketing without any other agenda or for self-interest purposes. The allocation of time was not going to directly profit Pagebuzz; Mark just wanted to see another person succeed online.
The experience reminded me of the movie, Miracle on 34th Street, where Kris Kringle, played by Edmund Gwenn, told Macy’s customers to go to other stores, even rival Gimbels, when they did not have the toy in stock. Customers who were advised where to look elsewhere were impressed with Macy’s generosity of spirit and open and candid stance.
I, too, was so impressed with PageBuzz and their honest and forthright manner regarding my needs vs. their product. (The added affiliate marketing lesson was just the proverbial icing on the cake.) Moreover, the more I examined the PageBuzz site, the more I realized that this company has the small business owner and individual in mind, and full disclosure as to “who” they are only reinforces the notion that they are company that manifests complete integrity.
I think that all business owners can learn valuable lessons from Mark’s frank discussion with me: Listen to the prospective customer, assess needs, and if a viable option is not available, don’t pretend that there is one. By doing what’s best for the customer, one’s company will always prosper – even if it’s not monetarily. But good will can even generate income eventually, if not from the potential customer who made initial contact – well, at least from that person’s referrals.
I always try to look from the customer’s perspective, too. I took a call last week, for example, from a merchant who was looking to switch to our service in order to save on credit card processing-related costs. I asked the merchant to look into any possible termination fee assessed by his present provider. He just called me back and told me that he would have to pay a $300 termination fee by switching. He was grateful that I asked him about this fee, and while he cannot afford to switch now, he told me that he cannot afford NOT to switch after the termination fee is no longer valid.
In the future, should I have projects that more readily fit with Pagebuzz’s product, I will call Mark again. At the very least, I can just encourage readers of the blog to contact Pagebuzz should they need to build a website, obtain hosting, or just need to speak with a friendly, honest person whose had much business, Internet-related experience.
