Making a great impression with customers

Posted by: Krishna De | Posted on: June 17th, 2007 | 6 Comments | Posted in: Customer service, Personal branding

How many times have you walked into a store and looked to make a purchase but the customer experience was so awful that you left without spending a dime?

Or perhaps the last time you went to your dentist you were met by a grumpy receptionist who made you feel as though it was easier to deal with the toothache than summon up to courage to book your appointment?

Every day, our experience of customer service is made up of hundreds of separate situations which leave with us a lasting impression of what great customer service is and also shape and influence how we connect with our own clients and potential clients.

It could be the way a phone call is answered. Or perhaps whether an email enquiry is responded to in a timely manner.

Let’s take as an example the first time you connect with someone face to face.

There are four key areas that people will notice when you talk with them:

1. Your language: do you use language that is welcoming, engaging and direct? Do you speak language that is jargon free and that your client resonates with?
2. Your tone of voice: is your tone of voice positive and uplifting so that the person you meet realises that you are enthusiastic and genuinely interested in them? Do you leave the people you meet feeling energised and looking forward to speaking with you again?
3. Your pace of speaking: what is the pace with which you speak? Talking too fast and you will be difficult to understand or that you are too busy to care about your client. Talking too slow the conversation can sound tedious and the person you are speaking with could want to run to the hills out of boredom if it takes you a long time to get to the point.
4. Your body language: what signals and unspoken messages you are giving by the way that you stand or sit? Your body language can speak volumes so be sure to smile, make eye contact and remember a firm handshake showing that you are purposeful.

YOUR BIZ GROWTH ACION STEPS

Here are three steps you can take to enhance he way you and your team connect with customers to make a postive lasting impression and build a platform for business growth:

• The next time you have a meeting with a client or potential client, prepare for your meeting considering the language you plan to use and the energy and enthusiasm you are looking to convey in the meeting through your tone of voice, you pace of speaking and your body language.
• Take the opportunity to record yourself either as an audio or a video recording – perhaps on a telephone call or in a meeting. Take time out to review the recording with a colleague, your business mentor or coach and look for areas that you could enhance the way you connect with your customers and clients.
• Identify three key customers who you would like to further enhance your relationship with and set about asking for feedback on how they experience working with you and your team. Remember their perception and experience of dealing with you is their reality. If you want to enhance the customer experience for them the first step is to understand how they see it at the moment.

Take these three steps and you will be setting the foundation of a cumstomer centric culture which is sure to build your brand, enhance your reputation and increase your profits.

And if you are interested in exploring this subject further, I would also recommend two books: “Raving Fans” by Ken Blanchard and “How to Talk tto Customers” by Tom Larkin.