Word Marketing Blog

Listen Now, Reap Later

by Anna Lawrence

If you went to your doctor and he told you, without performing any examination, that you needed a liver transplant - you'd probably seek out a new doctor.

When it comes to our customers, it's just as important that we spend the time to listen and decipher their needs, rather than simply prescribing a product or service that fits our sales goals.

For most, this seems like common sense. Few business owners would believe that they have ever sold something to a customer that the customer didn't need. But I'm proposing going even a little deeper.

By spending the time to be truly inquisitive, and unraveling the reasons behind your customer's motivations, you will also discover how you can continue to service this customer... in the future. The customer will sense your genuine interest, likely become a repeat customer and even a source of referral.

Taking the time to talk with and listen to our customers now is an investment that will provide multiple returns later.

It's Just Saying "Hello"

I had the pleasure of attending an EPIC (Emerging Professionals in Columbia) event this week at Hemingway's in Columbia. If you haven't been to Hemingway's yet - go! It's lovely and the food is really good.

Typically at a Chamber event I end up meeting a couple of new people who are introduced to me through others I already know. But Tuesday, I made a point to go out of my way and introduce myself. It's really not so scary!

I enjoyed meeting Dr. Kyle Lisenby of Plaza Dental Group, Gina Mauller - Director of MBA Career Services at MU, Phil Teeple - a civil engineer for the City of Columbia and Erika Collins - Director of Sales for Staybridge Suites. I had some very pleasant conversations and really enjoyed learning about their businesses.

"Networking" can be an intimidating word for some. Walking up to a stranger, for whatever reason, seems like a hard thing to do. But once I got over the initial approach, I realized that everyone was just as eager to talk with me as I was to make the introduction.

The next time you hear about a "networking" event, think of it instead as simply saying hello to a couple of new people. It's really much easier than we tend to think, and the more you do it, the easier it gets!

Attitudes

Attitudes are an important part to any relationship.  Whether it is a personal relationship with a friend, business relationship with a client or a professional relationship with a co-worker, the attitude and vibe that you send off to that person will affect every aspect of your relationship.  If it's positive and respectful the relationship will be positive if you are negative and hostile in your approach the relationship will be a product of this attitude.

Many people say the first impression is the most important.  This can be true, but as the relationship builds you must continue to reinforce the same perception and attitude you had in that first meeting, otherwise they will see right through this facade.

If you have wonderful customer service the first time you meet a customer with a smiling face, answer all their questions promptly and six months into the relationship your attitude changes, that first impression is not going to do you much good. However, if you keep up the good work you will have a long loyal customer.

This is the same with your co-worker relationships, be sure you are using the same attitude you would use on a first impression meeting and the same attitude you would expect to be treated with in a similar situation.

Proactive 101

What was the last difficult customer/client situation you found yourself in? Could it have been prevented with a little proactive thinking?

In today's busy world it is very hard to stop what you are doing to look a day in the future let alone a month or even a year.  BUT for your clien'ts sake, try and see the difference it will make.

1. Before entering a meeting think of the objectives you might encounter and the appropriate response   

2. Try getting an assignment completed a day early                                                                               

3. Think about seasonal needs your clients have and how you could prepare prior to the season

Start with these three and see the difference they make...I'd love to hear other ways you are being proactive in your daily lives!

Consistent Service

Providing great customer service to a customer is wonderful...providing great customer service 100% of the time to every customer is unparalleled.  Make a goal and commitment to yourself and to your company to provide unparalleled customer service everyday to every customer.  It will set you apart from the competition.