At the foundation of everything I do is understanding human behavior. If I have said it once, I’ve said it a thousand times that one size does not fit all. Customer service is no exception. In fact, I dare to say that it is even more critical when dealing with your customer base. Everyone considers themselves an individual and wants to be treated as such.
One of my all-time favorite advertisements is for Tidy Cats Crystal Blend liter. Whoever designed it understand the four behavioral styles. Each cat represents one of the styles. It’s brilliant, and I use it often in my trainings as a fun example of how we should all be approaching our communication and messaging.
Speaking other’s personality language doesn’t have to be costly or time intensive, but it does need to be considered. The quickest way is to ensure that you always provide the bottom-line results and be direct for those high on the D scale. At the same time, however, you want to add an element of fun that is interactive for the high I’s. Provide some supportive wording for the S temperament, and include correct facts, date, and solid promised for the Cs. In summary, be direct, interactive, supportive and correct.
Whether it is a company-wide Email or marketing campaign to the masses, these principles ensure you reach everyone. You touch a piece of each of the four styles. This is the core of my Customer C.A.R.E. model that I want to share with you today.
I think we’d all benefit from remembering to care for our customers rather than just sell them products and services. Today more than ever, people want relationships. They want to feel connected and valued, and they seek partnerships to meet their needs. Here’s how my C.A.R.E. model works:
- Communicate in a manner that works for them. In order to do this, you must identify their style (D-I-S-C – click here if you aren’t familiar with this).
- Adapt and take the appropriate action. This is where so many sales people fail. They get caught up in what they have been trained about the product or service that they go on auto pilot, often losing clients in the process. They, in essence, talk themselves out of the sale. Pay attention to cues (are they fast or slow paced, global or detailed) and adjust your pitch accordingly. In some cases, you may need to let them “noodle” on it and come back. If you rush the S & C, you will get an answer, but it will most likely be NO!
- Respond with respect. How you address concerns and questions will show them that you care or whether you are just concerned about the commission. Those who have great confidence in their product and service tend to understand this principle more than those who are uncertain of the quality they are offering. Buyer beware!
- And that brings me to ethics. Without your integrity, you will never be successful in business. Sure, you may get away with it for a while, but in our high-tech world, people will find out rapidly if you are shady. Stand by your products and services, and never over promise what you can’t deliver.
When you C.A.R.E. for your customers, you gain their loyalty and trust. It is far easier and less costly to maintain repeat customers than it is to gain new ones or replace those you lost. Intrigued? I am happy to have a conversation with you on how I can coach and train your teams to give excellent customer service that will improve relationships and grow your business. Give me a call and let’s talk today!