Two of the most interesting things people are interested in are themselves and their concerns. Your customers and clients are no different. Yet, most times, you find owners, managers and employees doing most of the talking when they are on the phone, or in front of the people they are trying to serve.
Dale Carnegie use to say, “Let the other person do a great deal of the talking.” There is a lot of wisdom in that philosophy. Since most customers think about themselves and their problems most of the time, it would make sense to encourage them to talk about those things. They need to hear themselves talk. When they are able to articulate their ideas, they learn more about how they really think and feel about their own concerns.
Remember, people like to do business with people they like. One of the reasons you can give them, to like you, is by listening to them. By encouraging your clients and customers to talk, and taking a real interest in them, you are earning the right to have them choose your company or organization as the place with which they prefer to do business.
Your customers and clients can tell when you are giving them sincere attention. This is not something you can fake. When you sincerely approach your relationship with their best interests in mind, it will come across that way.
As they talk, be alert, and look for ways you can help them solve some of the problems that they discuss with you. When you can see a connection between the products and services that your company provides, and their problems, you can help them.
When you follow through with the promises you make, it creates a trusting relationship. You reinforce their belief in you and your organization, when you are able to follow through with concrete action. When you are able to do this, you are truly being of assistance by helping them get what they need and want.
Tom Borg is president of Tom Borg Consulting, LLC. He is a business consultant, speaker, coach and author. He helps companies and organization become more profitable by increasing their value and lowering their costs through the professional development of their managers and employees. Please see more of his blogs at customerservicejobs.com and view additional job postings at Nexxt
Dale Carnegie use to say, “Let the other person do a great deal of the talking.” There is a lot of wisdom in that philosophy. Since most customers think about themselves and their problems most of the time, it would make sense to encourage them to talk about those things. They need to hear themselves talk. When they are able to articulate their ideas, they learn more about how they really think and feel about their own concerns.
Remember, people like to do business with people they like. One of the reasons you can give them, to like you, is by listening to them. By encouraging your clients and customers to talk, and taking a real interest in them, you are earning the right to have them choose your company or organization as the place with which they prefer to do business.
Your customers and clients can tell when you are giving them sincere attention. This is not something you can fake. When you sincerely approach your relationship with their best interests in mind, it will come across that way.
As they talk, be alert, and look for ways you can help them solve some of the problems that they discuss with you. When you can see a connection between the products and services that your company provides, and their problems, you can help them.
When you follow through with the promises you make, it creates a trusting relationship. You reinforce their belief in you and your organization, when you are able to follow through with concrete action. When you are able to do this, you are truly being of assistance by helping them get what they need and want.
Tom Borg is president of Tom Borg Consulting, LLC. He is a business consultant, speaker, coach and author. He helps companies and organization become more profitable by increasing their value and lowering their costs through the professional development of their managers and employees. Please see more of his blogs at customerservicejobs.com and view additional job postings at Nexxt
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