The ADD customer

We’ve all encountered customers who can’t seem to digest the information you provide them and then struggle when they need to make a purchase. You know the type–the one who calls you on two separate instances to find out what color or size your product is, despite it being on your website, quote, and literature. Perhaps they have self or corporate-induced ADD.

From the Slow Leadership blog comes this snip from a book called The Attention Economy: Understanding the New Currency of Business:

“What are the symptoms of this kind of corporate Attention Deficit Disorder? According to Davenport and Beck, they are:

1. An increasing likelihood of missing key information when making decisions.
2. Diminished time for reflection on anything but simple information transactions such as e-mail and voice mail.
3. Difficulty holding others’ attention (for instance, having to increase the glitziness of presentations and the number of messages to get and keep attention).
4. Decreased ability to focus when necessary.”

Carmine from Slow Leadership attributes the cause: “People haven’t enough attention because they’re overworked, stressed and trying to do too much in too little time.” I don’t think there is a cure, but the patient salesperson is the one who is going to win this customer. Perhaps if you understand this potential cause, you will find the patience to be that person.