Do your Customers Ever Appear to Act Irrationally?

Chances are, the answer is "YES".

Customers often appear to act irrationally ... at least to those of us in Customer Service.

Customers define "reality" in their own terms and from their own perspective. What appears irrational to us may be very purposeful, given our customers' (or their organizaions') ultimate goals and objectives.

The old American Indian proverb may have said it best, "It is hard to judge another man until you have walked a mile in his moccasins."

In the same way, customers attitudes are often more crucial in decision making than logic. But the attitudes always are defended as being totally logical.

So where does that leave us?

The best way to understand our customers is from within their internal frames of reference.

In short, we have to get inside our customers' heads and gain a more complete understanding of the individual and organization drivers of their behavior.

And never forget that all customers are naturally concerned with satisfying their own needs and interest.

"Make me look good" may be unspoken but always is the commandment.

When we support their SUCCESS we have a much better chance to DELIGHT CUSTOMERS!