The author would expect anyone who has had the right training and experience in trade credit to have 'personal customer profiles' on virtually everyone with whom they do business. It has been a way of life for him since 1970, and all of his staff were encouraged and indeed trained to have as much personal knowledge of their contacts as possible. By personal knowledge he does not just mean their hobbies and interests, but also their birthdays, wedding anniversaries, favorite holiday destinations etc -- in fact anything that enables you to break the ice when making a call. The obvious subjects to avoid are of course politics and religion, but even sport can be dangerous. It is again a case of knowing your customer, and using your communication skills to the best of your ability. Getting to know your customers means getting to know them at work and at play.
Pages to are hidden for
"A case of the jollies"Please download to view full document