I am a strong believer in treating people the way that I would like to be treated. These experiences are very common in marketing. Given the right tools, training, and coaching opportunities, they too can become a service-delivering superstar. Or they can choose one of your competitors. Give everyone ample opportunity to do what they do best with constant support, feedback, and recognition. Do you speed up and not let them in, or do you slow down and let them pass? Professional speaker and New York Times bestselling author, Shep Hyken shares a tool from his latest book, Amaze Every Customer Every Time.
You do not have to roll over and submit to others. Some customers bring their own reusable bags shopping with them but won't really use them unless they have to. We provide articles, research and events for sophisticated professionals driving digital customer experience strategy, evolving the digital workplace and creating intelligent information management practices. Relaters are slow decision-makers for several reasons: 1 their need for security; 2 their need to avoid risk; 3 their desire to include others in the decision-making process. Thinkers are also skeptical, so they like to see promises in writing. They are the ones who constantly look for ways to exceed your expectations, and consistently delight customers with their urgency, inclusiveness, and follow through. They're always in control of their emotions and may become uncomfortable around people who very out-going, e.
They can choose to do business with you. They thrive on the admiration, acknowledgment, and compliments that come with being in the lime-light. Thinkers are task-oriented people who enjoy perfecting processes and working toward tangible results. The Golden Rule is not a panacea. Directors are driven and dominating, which can make them stubborn, impatient, and insensitive to others. Numbers, Numbers, Numbers When it comes to customer service, no two customers are the same. They develop strong networks of people who are willing to be mutually supportive and reliable.
Support Thinkers in their organized, thoughtful approach to problem-solving. Everyone hates finding that one thing they love only to find out the till queues are massively long. They are people-oriented, so give them time to socialize. Empathy should be viewed as an awakening. In work groups, do not expect Thinkers to be leaders or outspoken contributors, but do rely on them to conduct research, crunch numbers, and perform detailed foot-work for the group. They like the status quo and become distressed when disruptions are severe. It goes beyond constantly being on time and never calling in sick.
The sales and trade show books have made several best-seller lists and we have additional Platinum Rule books coming in the near future. A customer who behaves badly once within reason is simply a customer behaving badly. They are idea-people and dreamers who excel at getting others excited about their vision. I patiently waited approximately six feet away so I could be close enough to be seen but far enough to not impose. They are fast-paced, task-oriented, and work quickly and impressively by themselves, which means they become annoyed with delays.
Relaters Relaters are warm and nurturing individuals. Here is an example: You are driving on a busy highway and there is an exit up ahead. Relaters go along with others even when they do not agree because they do not want to rock the boat. You need mindsets; rules for thinking that can dependably guide you to the correct decision, every time. Thinkers Thinkers are analytical, persistent, systematic people who enjoy problem-solving. Sorry to say…but some people should not be serving other human beings The prevailing wisdom from many organizations is that any person can be hired to serve.
Make use of every opportunity to connect with your workforce For engagement to take place, employees must feel like the company cares about them as individuals and genuinely wants to see them succeed. Businesses typically have a sea of data available to them, but the most useful information comes from documented business changes and the resulting customer activity. Learn about the Four Basic Behavioral Styles: Rational, Inquisitive, Decisive, and Expressive. Directors seek expedience and are not afraid to bend the rules. These qualities help them influence people and build alliances to accomplish their goals.
In order for it to succeed, it needs to be paired with a strong understanding of cold hard facts. With Directors, in general, be efficient and competent. But whatever you call them, always think of them as a client. Things like polling your customer base before or after big changes, providing a comments section after a support ticket is closed, or beta testing a new platform or product to a diverse subset of customers are great ways to garner feedback. They may not be the same. Improved relationships create infinite possibilities.
Just last week, for example, I was in a well known electronics store. One of those challenges that many businesses struggle with is ensuring that your customer service remains as good as it was in the early days. Wondering where you should be spending your time supporting your customers? These could be past price changes to a product or old customer support queries after a platform upgrade. You simply have to understand what drives people and recognize your options for dealing with them. And they have a reason to remain your client for a lifetime.