Tag Archives: customer service

Why I Sacked the Sales Rep

Medical Device world is filled with them. Two categories, with the same goal: sell stuff. Either the seasoned professional who has been around since “the good old days when we could all go drinking together” or the new, slick, shiny looking rep determined to prove themselves in their first job. Measured to 90% on their sales results, they are quick in, eager to make a deal…and will move on within 18 months.

A sale is impersonal and fleeting. It doesn’t on its own create a consumer. A loyal customer believes in you, not only your product. The days when we did a sale and moved on are long gone, and we need to let go and take a new shape.

Read more on communication here

Nobody likes being “sold to”!

I have never met anyone who likes the phone sales people who hang up as soon as they realise you’re not buying. Ever been in the position when you’ve bought something you didn’t really need or want, and walked away with a bad taste in your mouth? Well, in medical device world it is coupled with moral.

How on earth can someone with a Marketing or Economics diploma tell a doctor how to use a medical device? Makes absolutely no sense (unless we consider 7 years of medical school a complete waste of time…?).

Don’t chase a sale and make sure you know your facts.

In the medical device world, it is absolutely crucial that we remember where the responsibility lies for each role. Pharma and medical device should inform about the facts of a product…and be 100% accurate.

The customer has the responsibility for what product they buy, but also for how that product is being used and what the outcome is for the patient. Don’t aim for making a sale, and never EVER attempt to treat a patient. Aim to inform and educate. Once you shift your focus, the entire process will transition into thinking for the future, not just for today.

Changing the thinking and approach ultimately drives ROI because cultivating repeat customers is less time-consuming and less expensive than creating new ones. Focusing on your customer experience in EVERY SINGLE INTERACTION increases the likelihood that people will come back. If you want a good ROI, spend as much time and money on improving the customer experience as you would on conversion.

Related: 4 Vital Lessons Sales Teams Should Take from Customer Service

What keeps a consumer coming back for more?

For medical device and pharma it is obviously all about patient outcomes — this translates to managing expectations in the customer so they know what to expect. The medical device is only as good as the customer is, so education and information plays an enormous role in the end result.  And then, whether it’s convenience (making it easy and reliable) or company culture (donating products to charity), customers need a compelling reason to choose you time after time. Be clear, honest and objective. Never push a sale, but focus on observing needs and match it with your offering. And that is exactly why I made the decision to completely eradicate our sales team. I don’t hire sales people anymore.

Focus on what’s most important: create trusting relationships. It is more relevant, more cost-effective, much easier and a lot more fun!