Savor the Success - The Premium Business Network for Women Entrepreneurs.

Did you ever notice that some sales people in certain stores hover?  My husband and I were recently shopping for a specific piece of furniture.  When we entered the store, a woman said hello and started following us around.

The more we moved away from her, the more she took short cuts through the store to magically appear ready to “help”. (it felt more like sell)

We couldn’t get away from her fast enough and yet, she always found some “reason” to be within hearing distance of us.  What we really wanted was some privacy to discuss our options without her waiting to pounce should we give the slightest indication of a buy signal.

Needless to say we got the heck out of there and our ability to think about what we wanted and needed was hindered.  So we didn’t buy anything and haven’t been back since.

Knowing if we give off the right vibe could mean the difference between making sales and losing them.

According to the dictionary hovering means to “wait or linger close at hand in a tentative or uncertain manner”.

It doesn’t matter if you sell a product or service, because hovering is mostly energetic. 

People can feel when you are mentally wanting them to decide so you can get on with your business.  Customers can feel that “energetic push” from you and they don’t like it.  Not to mention, it impedes their ability to make a buying decision.  Not good for making sales!

The worst part about hovering is that you are waiting in a “tentative or uncertain manner”.  Why?  Because you are worried they won’t buy.   Or you are feeling impatient to make some money. 

Customers pick up on those waves of uncertainness and start to feel it too.  It limits their ability to work through a decision and it leaves a negative energetic imprint on them.  They won’t always know why something doesn’t feel right and they will start to move away from you.  It’s a natural response.

Don’t let your fear, doubt or worry become your customer’s reality!

If your energy is focused on trying to “close the sale” instead of how you can help them and be available when needed, customers will look for a way out.  Most likely, never to return.

For retailers, the way to handle this is to acknowledge the customer needing their space and ease that “trapped feeling” by making friendly conversation.  Use your social graces to pick up on when someone would like to be left with their thoughts.  And say it! 

Here is one example of what you might say: I can see you want to think about it some more.  I would be happy to help answer any questions and I don’t want you to feel pushed.  I will be right over here when you need me”. 

For service providers or those who sell products online, don’t put any worry, doubt or fear into the ethers while your customer is deciding to buy from you.  It doesn’t help win sales.  Instead envision your customer getting more of what they want and feeling grateful they bought from you.

You can also put yourself in their shoes and think about what you would be thinking if the roles were reversed.  Address that by sending them an appropriate email, article, thoughtful note or phone call. Find a way to show you care without hovering and check in on them.

Mastering the art of winning business without hovering feels like an upscale hotel or restaurant experience. You know how they always take great care of you while remaining invisible?  That vibe is pleasing and comfortable. 

Do more of that for your customers and you will win more business easily.

Want to play a game with me and see if you hover too much?  Rank yourself based on this scale.  Which are you now and which do want to be?  Do you have any new ideas about how you could hover less and serve more?


1: I give my customers space & 5 star service

2: I give great service and tend to hover a little

3: I tend to hover as much as I offer service

4: I tend to hover more than I offer service and never realized it before

5:  I am intense hoverer.  Time for a change.

Let’s have a lively discussion about this so please post your comments below!

*************************************************************************

Julie Steelman’s former clients read like a Who’s Who of big-name corporate giants with Apple, Microsoft, Toyota, CBS, Sony Studios and Universal Pictures in her rolodex.  She generated more than $100+ million in sales during her 30-year sales career. Julie is a sales success and business bankability mentor.  Her heart-centered selling strategies make her the go-to guru for entrepreneurial business owners who want to master the art of selling and maximize their company’s bankability.  Julie retired at early and now lives in Hawaii with her husband.  She was recently featured on Entrepreneur.com, Forbes.com and MariaShriver.com.