Posts
Friday, May 8, 2009
Three Magic Words in Swaying Customers' Views
Feel
Felt
Found
These three simple words that often can work like magic to help sway customers' (and others') views toward your recommended, appropriate course of action.
"I understand how you feel." - you've shown empathy, appreciation and understanding.
"We had customers (or whoever) who felt the same way." - you've just said it is a common misconception - without saying so.
"But they found (insert you best factual, historical argument here) - you've offered evidence that your recommended course of action is best.
When you carefully and positively present your experience and recommendations you have the best chance to DELIGHT CUSTOMERS!
Thursday, May 7, 2009
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!
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!
Tuesday, May 5, 2009
ALL Customers EXPECT At Least Three Things. Here they are.
No matter what business or industry or location you are in, YOUR customers EXPECT three things from you:
1. An Adequate Solution -- Customers come to you with a need or a problem and they expect you to provide a solution. They don't want an inferior or unfinished solution or one that just barely gets the job done. The solution must actually work.
2. A Level of Trust -- Customers must be able to trust you and believe what you tell them. Customers must believe (and you must demonstrate) that you really do operate in their best interest. If you can't help them make the best decisions possible, they will find someone who can.
3. Added Value -- Customers expect you to add value. Today, there must be something extra to win and maintain customer relationships. Value is added when you consistently exceed the customers' expectations. You can do this in hundreds of ways but focus on those that individual customers -- not you -- perceive are of the greatest value.
1. An Adequate Solution -- Customers come to you with a need or a problem and they expect you to provide a solution. They don't want an inferior or unfinished solution or one that just barely gets the job done. The solution must actually work.
2. A Level of Trust -- Customers must be able to trust you and believe what you tell them. Customers must believe (and you must demonstrate) that you really do operate in their best interest. If you can't help them make the best decisions possible, they will find someone who can.
3. Added Value -- Customers expect you to add value. Today, there must be something extra to win and maintain customer relationships. Value is added when you consistently exceed the customers' expectations. You can do this in hundreds of ways but focus on those that individual customers -- not you -- perceive are of the greatest value.
Delivery on these three things and you'll have a much greater opportunity to DELIGHT CUSTOMERS!
Monday, May 4, 2009
Pushing the "Envelope" in Customer Service
Quick quiz:
When was the last time you thanked a customer through the mail ... and it wasn't Christmas, or their Birthday?
A personal note is a personal invitation to growing business and relationships.
The Lifeboat Theory Still Is Valid In Customer Service
Most successful Customer Service organization deploy something along the line of The Lifeboat Theory.
Simply put, the theory is that in an emergency it is a good thing to have other people in the Lifeboat with you. Go it alone and you're least likely to get through the ordeal.
It is a bit of a twist on the old axiom that "all of us are smarter than any of us."
The first thing a Customer Service practitioner should do when there is a problem is to get other people "in the lifeboat" with you.
Ocean liners have a plan and drills to move people to lifeboats quickly. Good Customer Service Departments should do the same. Order and speed often are critical to an optimal solution.
Who do you need with you in the lifeboat? Some good choices might include:
Simply put, the theory is that in an emergency it is a good thing to have other people in the Lifeboat with you. Go it alone and you're least likely to get through the ordeal.
It is a bit of a twist on the old axiom that "all of us are smarter than any of us."
The first thing a Customer Service practitioner should do when there is a problem is to get other people "in the lifeboat" with you.
Ocean liners have a plan and drills to move people to lifeboats quickly. Good Customer Service Departments should do the same. Order and speed often are critical to an optimal solution.
Who do you need with you in the lifeboat? Some good choices might include:
- Your Manager
- Managers of other departments touched by the problem
- The salesperson on the account
- The most experience operations person you can find
- Someone representing finance
- Representatives of suppliers/partners which may be involved
- Perhaps someone good at thinking outside the box
Once in the lifeboat everyone needs to be rowing hard ... in the same direction toward a reasonable solution and a common goal to DELIGHT CUSTOMERS!
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