DWYSYWD and the “Grandmother Rules”

As Sales Pros forge new relationships, their new clients are watching them.  The things that they are watching for include many of what client service professional speaker Lisa Ford calls the “Grandmother Rules.”  One that is often used in sales departments is the DO WHAT YOU SAY YOU WILL DO (DWYSYWD) adage.

The five rules of Gold Standard Sales & Client Service rules are:

1. BE RELIABLE

Be consistent and follow the “Grandmother Rule,” which says, “Do what you say you're going to do, do it when you say you're going to do it, and do it right the first time.”

2. BE RESPONSIVE

Act fast and consider the human side of things.

3. MAKE CLIENTS FEEL VALUED

Make each person feel like they are your most important client.

4. SHOW EMPATHY

Work hard to understand the client’s side of the situation.

5. BE COMPETENT

Adopt  the “One Voice Concept,” where one Sales Pro takes ownership of a client’s problem or dissatisfaction and sees it through to resolution.