The Customer’s Story, Not Yours

27 Jul

Are you listening to product pitches that start with the vendor’s history? “Founded in Silicon Valley by really smart people with A-level VC funding and a market-leading solution” goes the pitch. Then they take 10 minutes to explain the problem. Another 20 minutes to explain the solution in (too much) detail. Does that work for you? It does not for me.

As a salesperson, I’m always interested in how other sales people try to sell me. While part of me is listening to their pitch, the other part is thinking about how effective they are. Are they doing things I would not? Are they doing things that I should?

Usually, those “selling to me” experiences have been while I’m a consumer. Recently those experiences have been in the business world and tend to be more relevant to how I do my own job. There are many smaller vendors looking to partner with my current employer on various sales opportunities.  As I am the point person on several large opportunities, I get these partnering calls.

Those that know me also know about my sales material. It’s a double-sided, laminated card with customer logos on one side and my solution architecture on the other. The card gets lots of smiles from peers and customers but it also is quite effective. Why? Because I start with the slide that tells the customers stories.

WasteTime

I got the title of this post from Geoffrey James’ recent article on Inc., entitled, “Tell the Customer’s Story, Not Your Story” The tagline is spot on, “Why are you wasting everyone’s time telling your company’s story?”

I’ve been listening to too many vendor presentations that tell their story. The salesrep has admirable enthusiasm for the solution and a deep knowledge of how it works. But I don’t care yet. What I want to know is WHY other customers are using the solution. I want to know what problem are they solving with this solution. If you can’t start with that information, then you’re wasting everyone’s time.

[5 Aug 2013 Update] Given the number of people who’ve said they’ve encountered this problem as well, I have created these 2 quick polls to see how pervasive this issue is. Please vote!

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