I was ready to do business with you, but…
Regardless of your culture, upbringing, economic status or stage of life, we can all agree on one thing. If we are going to spend our hard-earned money with you or your company, you must first listen to us, meet us where we are, provide value to our lives, care about what we need, use the communication methods that are easy for us, do a really good job and stand by your product and workmanship. If we are super-lucky, you’ll also say thank you and follow up with us in a few months after the sale just to see how we’re doing!
Easy peasy, right? Sounds good, but all too often that’s not the customer experience journey that most of us encounter. Let’s talk about a few pitfalls that happen in today’s world before the customer’s pen even hits the contract.
Business owners, relax… watch your blood pressure… and please don’t shoot the messenger. I get it! I know you’re busy with what’s in front of you right now. However, you must always ask yourself, “Am I ever too busy to hear from my potential customer, as this could drastically affect my sustainable success?” Here’s a quick five reminders from my own (good and bad) personal experiences:
- Make customers feel good about what you are offering. Yes, they are buying your product or service, but they are also investing in you.
- Communicate properly (before, during and after the sale) regardless of how busy you are. C’mon people!! Follow up! Stay engaged! Customers want to know what’s going on!
- Show them that you care. Your website can say that you care, but if you don’t answer the customer’s questions, show up when you’re supposed to, etc. – You don’t care and the customer knows it (sometimes before you even sell them anything)!!
- Drop the ego. You may be the top salesperson in your organization or your friends may think you walk on water, but customers don’t have time for that!
- Instill trust and inspire the customer to become an advocate for you! That’s where you will win!
Friends, since Al Gore created the internet (ha!), consumers have had endless information available to them. As a result, they are educating themselves on how business should be conducted. Customers are also researching your products, services and ratings. They have become more demanding because of the “screen education degree” that they received from a YouTube video, slideshare or TV segment. Whether you like this or not, this new day requires business owners, organizations and their affiliates to step up their game (big time!). Company leadership must invest time to work “on” the business, instead of just working “in” the business.
They must train their employees that the customer experience is paramount and that without customers there is no need to worry about being busy when the dust settles. You either focus on your customers’ needs or you will eventually need customers!
The bottom line is that people must ultimately trust you before they do business with you. What a different world of commerce it would be if most entities understood and did something about this very basic principle. Will you do anything differently today knowing that customers think before they ink? I’d love to hear your thoughts.
Kevin Jackson, The Positivity Guru