While having lunch yesterday at Whole Foods with my partner Tyler and a brand new member of our team (more on that later), we talked about our philosophy and strategy as it relates to our focus. It felt so incredibly good to tell our new team member (who like all of us, will inevitably be talking to customers and prospects) how we speak to prospects. We told him that we don’t try and jam a square peg in a round hole and sell our product to people we know are not the right fit. And to go even further, we say nice things about other companies who are better suited to serve people we are not and we even recommend they go give them a try. I mean if you think about it, not only does this make the prospect feel good and that you are more concerned about their happiness and less about more revenue, but it also gives us a much better chance at creating a higher % of very happy customers who speak highly of us and ultimately creating a higher subscription renewal rate….which we have at it’s 99% every month.
The funny thing is this strategy goes against all conventional wisdom about how your supposed to sell. You don’t send people elsewhere, that’s insane. You’d be fired on the spot. Well we do, and we know in the long run it’s going to help us become the most beloved brand in our industry. If nothing else, it just feels like the right thing to do.
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p.s Speaking of Whole Foods, have you ever seen this rap song/video about it? It is hilarious.