Blog by Tracy Stock, CSP
In church this past Sunday, the pastor said the most misused and misunderstood word in the English language is “love”. He said that love is not an emotion; rather it is a decision. He went on to say that we don’t fall out of love with someone—instead we choose another preference—meaning we choose to walk away from a relationship because we prefer to no longer be with this person for one reason or another. I thought this point was very interesting and highly relatable to business relationships today.
Do you demonstrate love to your customers on a regular basis? If not, why have you chosen not to?
If you answered “no” or “not as much as I’d like” to the question above, here are three strategies to help you drive positive relationships and achieve exceptional results:
1. Listen to Learn. Rather than tuning into the infamous W.I.I.F.M. (What’s In It For Me) station, differentiate your organization by asking questions and listening to their answers. Most businesses and people today, listen to respond. Instead, listen to learn. Focus on understanding what your customers need rather than what you want to sell them.
2. Be Real and Genuine. Customers usually don’t fall in love with a business; they instead, become loyal ambassadors who choose to continue to partner with those specific individuals who are personal, relatable, real and genuine. And when you demonstrate a sense of vulnerability with your customers, they will often return that gesture which certainly deepens and strengthens the relationship.
3. Deliver Exceptionally Well. Whatever product or service you offer, customers need you to follow-through on what you said you would do. Give them what they asked for and what you promised—like guidance, knowledge, expertise, support—to resolve an issue or fulfill a need/want of theirs. Once you engage with customers to solve their problems, only then can you begin to offer new ideas and suggestions about another value-added option to help them achieve even greater results.
Make the choice to exit the pit stop and accelerate full speed ahead toward falling in love with your customers [again]. When you do, they’ll understand you have their best interest at heart which will open the door to a long-lasting, loyal relationship.