Aliveatwork's Blog


How Do You Respond To Your Constituents (Customers)?

Elected officials like Sales Professionals some times forget who their customer’s are  …

Recently I received an email from my favorite Phoenix City Councilman Sal DiCiccio asking for support on a local bill that would force the local Phoenix government to be more efficient in spending our tax dollars. He requested that we email, phone, or fax, our local representatives asking for their support of the bill.

What follows are 5 responses I received from 3 different representatives. 3 of them never even bothered to respond.

Which one is most typical of the way you respond to your constituents?

Response #1 – Telling Your Customer They Don’t Matter – Judy Burges (the complete response):

“You can quit writing as I am told that the bill will be assigned to my committee today and we will hear it next week.   Judy Burges”

My reply to Judy Burges:

Dear Judy,

Thank you for taking the time to respond, I understand that you are very busy AND I would’ve preferred a response that said something like, “Thank you for taking the time to write about this very important bill ….” Instead of one that started by saying “You can quit writing …”

Regards,

Joe Contrera

Response #2 – The Auto Respond Brush Off  – Just another way of telling your customer they don’t matter – Judy Burgess:

Thank you for e-mailing the City of Phoenix Mayor/Council office. Because of a public records request, your e-mail also will be reviewed by the Arizona Republic. If your e-mail contains information that you believe is confidential and should not be released, please immediately call 602-262-7029 for assistance. We apologize for any inconvenience this may cause.

Response #3 – The Delegated Appear To Be Sincere Missing Punctuation Response – Councilman Anonymous:

Joe,

The councilman appreciates your sending this

My reply to councilman anonymous’ assistant:

Stephanie thanks for the reply … which Councilman is replying?

Regards,

Joe Contrera

Response #4 – The Auto Respond Brushoff – Councilman Anonymous:

Thank you for e-mailing the City of Phoenix Mayor/Council office. Because of a public records request, your e-mail also will be reviewed by the Arizona Republic. If your e-mail contains information that you believe is confidential and should not be released, please immediately call 602-262-7029 for assistance. We apologize for any inconvenience this may cause.

Response #5 – The You Matter Thanks For Writing Response – Steve Montenegro

Thank you for your input on this bill; I support it and I will continue to support it as it works it’s way through the Legislature.  Thanks for your input.

Here to Serve,

Steve Montenegro
Speaker Pro-Tempore
Arizona House of Representatives
Legislative District 12

My response to Steve Montenegro:

Steve thanks so much for your response, it is appreciated! Keep up the good work!

Joe Contrera

SO WHAT DOES POLITICS HAVE TO DO WITH SELLING? … EVERYTHING!

Everyday your customers have an opportunity to vote on whether or not they want to do business with you.

That’s why every email, every detail, every sales call, every interaction, that you or anyone in your company has with your customers needs to insure the customer has an extraordinary experience. You have to continuously give them a reason to vote for you and your company.

REMEMBER: Customers can have short term memory loss when it comes all the good things that you do for them. However they have memories like elephants when it when it comes to the bad experiences they may have had with you or your company.

You have to give them as many reasons as possible to vote for you again and again and again … besides you’ve worked to hard to get into their office!

One last thing …  So which representatives do you think I will choose to do business within the next election?

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1 Comment so far
Leave a comment

This happens to me as well. It is a case of people being ‘self-centered’. We are all self-centered at times, but we need to know when to listen better. Ask yourself, ‘what does this person really want?’ Sometimes, just taking an extra second to really listen can make all the difference.

Comment by Ryan Brotherson




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