While I have been saying this forever, now that Forbes has jumped on the Band Wagon I am thinking it might work? Your customer is now savvier and they know all the tricks and the sometimes lay in wait for them.
Engage me, communicate with me, add value to my business, solve my problems, create opportunity for me, educate me, inform me, but don’t try and sell me – it… Continue reading
…and is the key to customer service?
According to this article: EMPATHY!
I found this article particularly stimulating, not just the customer service but for all communication – I could talk about non-visual communication (the phone) or visual communication, such as e-mail. Too often the tone can be direct or abrupt and does not embrace the recipient. Empathy is all about them, not you! This leads me to all of the other aspects of… Continue reading
My husband and I are weekend cyclers ….we don’t race, we toodle along and then climb some hills, race a little, and enjoy the time together – if I can keep up with him! We do 7-9-12 miles in a day usually one day each weekend, rarely two as the other is spent on the beach!!!!
Florida is flat, so a challenge is the hills – we try to find a path that takes us… Continue reading
Think about your last conversation, most likely by phone, where someone spoke AT you like a robot and ignored your own comments or thoughts. How did that make you feel? Was the person interested in you or in getting through their script?
Today your customer expects… Continue reading
I attended a webinar recently and heard this amazing statistic: Salespeople spend 25% of their time with non-productive prospects! The speaker didn’t elaborate, but I’ve thought about it and think I know why we spend so much time on prospects who will never turn into customers:
- Influencers are lulling salespeople into a false sense of expectation: They have too much knowledge and sound powerful.
- Business owners have a tighter sales cycle or closing expectation: Customers… Continue reading