What Impact Do You Have?
We were thrilled that Go To Webinar worked flawlessly! I was pleased and relieved that we found a solution, and felt very comfortable moving ahead with a contract. In part because our salesperson Steven was so great in helping us. I e-mailed Steven and he got back to me promptly, but told me he was sick. That happens of course, so I waited a bit and contacted him again. He replied a day later, but said he was in the hospital and wasn't sure when he would get out. I was concerned, and realized I found myself caring about this person because he had cared about me.
Steven's auto responder on my next e-mail provided a contact name, so I called and reached his supervisor. I told him how impressed I was with my salesperson Steven. When someone does such a great job, I like to pass that along when it's appropriate.
In the course of our business conversation, the supervisor confided that that the situation was rather grave with Steven, who was also his friend. Steven was born with a heart problem and at age 20 had a heart transplant. He's now 35 and needs another one. I was stunned. Suddenly, a simple, honest business transaction had transformed into something more.
Steven had an impact on me. While I don't actually "know" this person, I care about him and have been praying for his recovery. The way he treated me during our business interactions have had far reaching effects.
Strangely enough, Citrix competes against its sales force. Knowing I am on a free trial, they e-mailed me with a special discount offer. I wanted to make sure Steven got credit for my Go To Webinar contract, even though he was out on sick leave. I was informed that the sales team can't match the Citrix direct price. I felt strongly about Steven and I was willing to pay more just to give this sales rep the business. I was blown away that he took the time to contact me from his hospital bed and throughout the business process was a pleasure to work with. Personally, I doubt whether I would be so responsive if I was in his situation.