It's like talking about marriage, kids and and the white picket fence before the other person has even committed to a first date.
I know why they do this. Part of it starts with good intentions. As a professional, you want to make sure your new (potential) client has the right information so they can make the best decision about how to accomplish what they want. That's our job. Customers know what they want. We help them figure out the best way to get it done. So, we need to ask questions and, sometimes, suggest alternatives in the interest of helping them get what they really want.
And this is good. This is as it should be. But then too many people take a wrong turn. They start putting themselves first.
For example, consultants will go into a first interview for a specific short-term project and they talk about being the client's long term advisor or partner. Something the client has shown absolutely no interest in.
Or, speakers and trainers will meet with potential clients about a single event the client wants done and they talk about multiple workshops, ongoing coaching and strategic consulting to help them accomplish their long term objectives. All they wanted was a 1/2 day training session!
It's good to help our clients explore possible solutions to help them accomplish their goals. That's our job. It's not our job to take them in a different direction because it benefits us. We can justify it by saying “it's in the customer's best interest” or “I'm just covering all the bases”. But I don't buy those excuses.
And the test is simple. If you find yourself always (or almost always) pointing your clients toward the same thing (something that benefits you and is different than what they came to you for) then you're selling. You're not helping. And you're focusing on what you want, not what they want.
So stop doing it.
You might argue that you have to sell your products or services or you'll be out of business. You argue that need justifies offering those products or service to everyone you speak with.
But that's wrong. And it will not help you grow your business.
If a client (or potential client) wants something that your product or service does not fit, don't offer it. Help them find a company that does fit what they need. That's helping, not selling. And it's the best way to build a loyal customer base. It's also the only way to deliver Amazing Service.
The first rule of Amazing Service is to deliver what your customers want, plus a little more. It does NOT say deliver what you want and hope it helps your customer get what they want.
Some people will read this and say “What's wrong with trying to establish a long-term relationship with a client?” Or “What's wrong with trying to look beyond their current need and help them with potential future needs?”
There's nothing wrong looking toward the future. In fact, many clients will appreciate it. But the issue is how and when you do it. Your first obligation is to help them with their current need. Until you've done that, you don't have the right (or, quite likely, the credibility) to talk about the future. Let your client get to know you first. Let your relationship build and develop. Show them how good you are by helping them accomplish what they want now. Demonstrate your ability and willingness to be partner with them.
You need to show them you can be a valuable partner, not tell them. Showing is helping. Telling is selling.
The first step in building a valuable long-term client relationship is helping them. Help your client get what they want and do it so well they'll be happy to continue doing business with you in the future. Then stay in touch in a professional and helpful way and you'll have a much better chance of becoming a trusted and valued partner for them.
What Does Customer Service Mean To You
Retail stores whose owners are also managers tend to fare much better than chains that employ minimum-wage employees who don’t care a whit about helping customers.
Following is an example and an illustration of why many chains are doing so poorly in customer service:
I recently walked into a retail store that offered gifts appealing mainly to mature shoppers. The sales clerk was unkempt and barefoot, and was clipping his toenails while listening to loud rock music. He completely me ignored me – a customer who promptly walked out.
How could any caring manager assume this employee and this store were a good match? Shouldn’t the manager have looked for a more mature sales clerk? Shouldn’t he or she have dictated the type of music played in the store, and, of course, fired this guy immediately upon observing his behavior?
Another common error is letting staff assume they are right and the customer is wrong.
A frequent customer of one company received a bill for merchandise he had returned. Company personnel not only ignored his repeated explanations, but treated him as though he was a liar and a cheat. He vowed never to return and told his family and friends, who supported him by not engaging in any business with the company.
Anyone who has tried to get technical support over the phone knows how infuriating it can be when support personnel assume they know everything and the customer -- the person with the problem -- knows nothing. They rattle off a speech -- and almost never listen. What’s more, their solutions often have nothing to do with the customer’s problem.
Often people stop seeing a physician or attorney because of the poor service and superior attitude of the front-line staff.
Here Are 4 Ways To Improving Your Organization’s Customer Service:
1.Owners and managers must realize they lose a great deal of money by allowing poorly trained employees with surly personalities to represent them.
2.Skills can be taught. The right personality must be hired to begin with Hiring the cheapest employee rather than the best is more costly in the long run.
3.Managers must treat and train better and serve as role models. Among the behaviors they should reflect and help employees adopt are:
•Listening to what the customer is saying and actually try to understand.
•Say, “Yes, we can" more often than “That’s not the way we do it here."
•Never say, “I don’t know," but rather offering to find out and let the customer know.
•Not taking frustration, anger and irritation personally, but instead realizing the harsh words is directed more toward the situation rather than the company representative.
1.Remember your employees are your company’s most important marketing and advertising tools. How they treat customers will determine whether customers return, and what kind of word-of-mouth they will spread about the company. Good service will bring the customer back. Superior service will give customers something to tell their family and friends. Such word-of-mouth marketing is the most valuable marketing.
Nordstrom and Rolls Royce have learned these lessons very well. Urban legends abound regarding the superior service they provide. The legends may or may not be true, but what is true is that both companies are known for their incredible service -- and thousands of new customers have flocked to them as a result.
Both Kevin Stirtz & are contributors for EditorialToday. The above articles have been edited for relevancy and timeliness. All write-ups, reviews, tips and guides published by EditorialToday.com and its partners or affiliates are for informational purposes only. They should not be used for any legal or any other type of advice. We do not endorse any author, contributor, writer or article posted by our team.
Kevin Stirtz has sinced written about articles on various topics from The Republican Party, Customer Service and Customer Service. Kevin Stirtz is the Amazing Service Guy. He is a customer service speaker and trainer who helps companies increase revenue and profits by delivering Amazing Service. Kevin has spoken to thousands of people across the USA and in Europe about how to improve. Kevin Stirtz's top article generates over 33100 views. Bookmark Kevin Stirtz to your Favourites.
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