LP Magazine

MAY-JUN 2019

LP magazine publishes articles for loss prevention, asset protection, and retail professionals covering shrinkage, investigations, shoplifting, internal theft, fraud, technology, best practices, and career development.

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38 MAY–JUNE 2019 | LOSSPREVENTIONMEDIA.COM ROSENTHAL: I believe there is. A great sales person bases success on sales results, no matter how they get there. That is part of the job, and I am not diminishing the fact we are in this to make money. However, on top of being a great sales person, to be an exceptional solution provider you must also have integrity, be a great listener and communicator, and work in a collaborative manner. You need to anticipate the needs of your customer and be one with your customer. By this, I mean what is important to your customer must be important to you. In my career I want every customer I or my team work with to feel we are part of their team and working in their best interest. WOELFEL: The big difference is that as a solution provider you have to focus on value generation. You can't just make the sale, sign the papers, and collect a check. If you want to keep the customer, you need to ensure that users stay engaged, build value, and share successes internally. We work with our customers to understand who uses the solution the most, who is generating the most value, and who needs help generating more value. We help document the ROI and its impact on the company. This is very different from a salesperson who only looks to make the deal before moving on to the next customer. An exceptional solution provider builds relationships and stays with his or her customers. The relationship between a vendor and a customer is best measured when things do not go as planned. When everything is great, the relationship grows; when things go wrong is the true test of a partnership. Together, no matter what the circumstances, we are a team. Our customers' success is our success. EDITOR: What personal qualities or characteristics do you think most important for a solution provider to possess? LEWIS: Listen. You can't understand your potential customer's needs if you don't listen. Do what you say you will do, on time, and follow up without being a pain in the neck. Act honestly and don't be afraid to admit if you don't have the right solution. RAMOS: Our approach is to ask questions to understand the needs of the customer first before doing anything else. If we don't think there's a need or the right fit, we will let the customer know. The success of our company is aligned with the success of our customers. A good solution provider needs to remember this; otherwise, they're just selling. ROSENTHAL: Integrity, honesty, listening, and great communication skills are critical characteristics for a solution provider to possess. If you have all of these and you are good at them, you will be successful as a solution provider and will be the one called for a solution, question, or consultation. One other point: you must love what you do and have fun at it. WOELFEL: Some basic and obvious stuff is that a good solution provider should be a better listener than talker. They should have a solid understanding of the business and its challenges and need to love building relationships and trust. To be successful, they have to have excellent follow-up and consistency. They need to believe in the philosophy of keeping promises and commitments. Finally, they should be able to develop honest and transparent relationships that ensure win-win situations for both the customer and the solution company. HENDERSON: I think grit and a never-give-up attitude. Also, a partner or someone to run the race with. I could not imagine doing this without Chris. The biggest compliment Chris and I get is that people come up to us and say that they see us as genuine guys. EDITOR: Tell us something about yourself that most people in our profession do not know? RAMOS: I help run a very large youth soccer program in New Jersey. Also, I like cigars, but anyone who has met me probably knows that already. ROSENTHAL: I am an avid baseball fan and have seen a baseball game in all but four major league stadiums, which includes every older stadium and all but four of the newest. I will get to those in the next year or so. WOELFEL: I originally went to Boston University for electrical engineering. I chose that major because I loved computers and math. I switched to business in my junior year after I realized that engineering wasn't people-oriented enough for me. So now I use computers and technology every day in a different way. HENDERSON: I really wish I could be a stock broker, but my wife says that I do not currently have a very good track record in the stock market. LEWIS: I am a huge F1 motor racing fan and have visited several countries to watch the races. O "The physical safety of our LP professionals is of big concern to me. With all the safeguards that the profession has already put in place, there seem to be more attacks at malls, churches, and entertainment events. The people perpetrating these attacks seem to be getting bolder. Figuring out how to keep our LP professionals safe needs to remain a priority in our industry." Patrick Henderson, Protos Security PARTNERING WITH RETAILERS

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