I already know the answer to this question. Of course you want your customers to love you. After all, isn’t that one of the reasons you decided to get into business?
I’m talking about customer service that is. When everything clicks and you’re delivering service that your customers expect you don’t know how good or bad you are. You only know that you’re not getting complaints.
By connect I mean emotionally connect. If you’re emotionally connecting your customers don’t see you as authentic. It might be one of the reasons you have more customer turnover than you want.
I’m lucky. I’ve had the chance to learn from some of the best minds in the country. Sometimes I’ve found these people through industry connections, sometimes through classes and sometimes it’s been through books.
How I started my quest.
I know this isn’t a big surprise. I’m a huge fan of Apple. I’ve been a customer since 1978 when I bought my first Apple II.
One of the things that keep me as a customer is their technical support. They’ve thought through the process of support from their customer’s point of view. And in the process they’ve decreased their cost.
Those who have known me for a long time are scratching their heads right now. They’re probably asking themselves, “has Patrick lost his mind?” They can’t believe I’m actually asking this question.
No, I haven’t lost my mind. I’ve seen too many businesses say yes when they need to say no. Saying no isn’t just for potential customers; it’s for the customers you serve today.
I’ve been complaining for a long time about the lack of good customer service. Too often I do business with a company only to be sorely disappointed. If your company isn’t credible, how can you expect repeat buyers? And we all know that without repeat buyers it’s very difficult for your business to prosper.
It all starts with being trustworthy.
This question is about the type of language you use when you’re talking with others. Understanding how the language we use affects others is a key in building rapport and trust.
Every industry that I’m involved with has it’s own language. This language is often referred to as jargon by those outside the industry. Unless someone is part of your group, it’s often best to adopt their language and leave yours behind.
I often write about the power of the word no. There can be a problem with that word which causes unintended consequences. When you say no to people it can cause you some real problems. Sometimes people get angry when you say no. Sometimes they get more than angry they go ballistic.