At some point in the distant past, there were two business partners who worked together. They put through long hours, day in and day out, over a period of two decades. They thought that since they had worked so hard, they would be able to achieve their goals. For a while, they were, but as time went on, it became more difficult for them to attract new consumers and keep those they already had. They questioned one another as to why this was happening. Was it the state of the economy, the evolution of technology, or the influx of Generation Y workers? As a result, they decided to give up their company and go on to pursue something else entirely.
Lisa McInnes-Smith, a motivational speaker and inductee into the International Speaker Hall of Fame, spoke at a small gathering I attended on Monday night.
It’s not only what Lisa says, but how she delivers it that has such an impact on people who hear it.
It’s like seeing seaweed in a powerful wave twirl in the current. We leaned in one direction to hear what she had to say, and when she asked or embraced us verbally, we immediately moved the opposite way.
“Your mouth is the most vital part of your body,” he said. “Everything you say will come back to haunt you,” she warned. Inspiring words of praise, encouragement, and admiration.
Reconnecting with the boomerang
Do you solely consider whether or not a prospective customer’s money will soon be in your account when you meet with them?
So eager to convince them that your answer would solve their issue that you can’t even bear to hear what they have to say before shoving your offer down their throats?
Do you use language and obfuscation while communicating with others?
Do you honestly believe that they’re scumbags? Why should they pay you extra for the amount of labor you put in for them if they don’t appreciate it?
We risk losing sight of the fact that our customers are real people. Do we really think they won’t be able to tell that we feel that way?
It’s a hundred tiny things that keep us connected.
‘Caring’ is not a sensation; it’s an action. You can’t fake it.” Those little things that you do on a daily basis,” Lisa explains in a video.
Wow. A few minutes of contemplation are in order.
How do you ‘look after’ or ‘take care of’ your current and future customers? Suppose you were lying all along?
Do everything you can to ensure that what you do has a positive consequence.
Is it in the best interest of your client? Do you grin when you answer the phone? Do you treat others with respect when you speak or write?
Do you know them well enough to inquire about their sickly dog, their son’s success in school, or their sick employee?
Do you think about the tiny additions you can add to your service, at no additional expense to either you or your customer, that will boost its value?
Is your attention genuinely focused on what I’m saying? Is there a time when you may express your gratitude for what they have accomplished or who they are?
“Praise always strengthens people, and every time you empower others, YOU become more powerful and influential,” Lisa said as she opened her arms wide.
Fortunately, there’s a method to avoid having a master-servant dynamic in your customer relationships.
In today’s market, attracting and maintaining a customer needs much more than just offering your services.
It’s important to be in a location where you can connect with individuals who can really hear your thoughts. Then, tell the truth. Is your product or service actually what people need? Let them know if you know anybody else who might help them find a solution, or offer to help them research one for them if they don’t have one. This is by far the superior route for everyone the majority of the time.
What goes around comes around, and you’ll be rewarded somewhere else in the end.
What about our married couple that ran a company together, for example? Fortunately, they launched their company at a time when there was a high demand for their knowledge and employment was abundant. Clients were just that: clients. You fulfilled their needs and invoiced them. You did what they said, and you were applauded for it. If you’d done a good job, they’d likely return. If they didn’t, there were other customers to choose from, as well. That was the situation. Not any more.
It’s a good idea to give up your company and find something else to do if you don’t care about your customers.
You’ll also discover why you need to blog!