Monday, September 16, 2013

Fall In Love!

Monday, September 16, 2013 8:58 AM
I know I know, after our last blog post “Get Engaged” now I am telling you to fall in love! What is going on here?

It’s actually pretty simple. You wouldn't get engaged unless you fell in love right? [If you are still pondering that you may need to seek advice that we don’t provide here]. The same goes here. You can’t engage your customers properly without falling in love with them.

I know some of you are thinking that some of your customers are terrible and too demanding. That is true in
every business and you will have to determine what is best for you. Keep in mind that some customers need to be returned to the free market if you catch my drift (meaning you don’t deal with them anymore but we will deal with this in another post).

In order to properly engage your customers you need to really want to help them down in your heart. This must be a passion of yours in whatever business you are in. If you are not passionate about not only what you do but those you are serving, you need to rethink the business you are in for your own good as well as your customers and prospects.

When you fall in love with your customers, their well-being becomes extremely important to you. Their experience with your business becomes a driving factor in all you do. Let’s go through an example:

I was working with a company and trying to help them grasp the idea of falling in love with their customers. They asked me to work with their salespeople to boost their sales. I started with the premise of falling in love
with those they were serving. I asked them to tell me something they were passionate about outside of their jobs. Let’s cover one of the responses I got.

A young lady told me she loves music and she was accomplished on the flute and clarinet. She also loved the opera. I asked her to tell me more about the flute such as how do you take care of one. She said that you have to have the finger pads replaced every so often and it was quite expensive. She also told me each time she would go to the music store they would be aggressive to sell her something but not so aggressive to take care of her.

I asked her to take a journey with me in her mind. Let’s say I owned a music store and she came in to look over things and have some work done on her flute. I would have our salespeople greet her but not be overly aggressive. I would also let her know that for those people signing up for our instrument maintenance they would get special treatment such as:

  • Reduced prices on instrument maintenance
  • An increased level of service such as pick-up and delivery
  • Access to our recording studio
  • We also had “meet a celebrity day” and in this case we were setting up with Pavarotti to come to our studio and meet with our customers, record with them and they could take the recording with them.
She was ecstatic, in fact she wanted to know if I really owned a music store because she would drive many hours to get there and be served like this!

Once we went through these exercises with the group they started to understand how to do this. Make your customers and prospects feel more special than they are anywhere else and they will never leave you.

Price will no longer be the main issue if at all. You have essentially removed yourself from being a commodity to being an expert asset to them. They are no longer looking to you to get the lowest price but to have the greatest experience; you have become the go-to person for their needs.

Start falling in love with your customers and your whole world will change for the better. Your business climate will go from gloom and doom to exciting each and every day. You cannot put a price tag on this kind of experience. Your entire life will flourish because of your change in outlook.

Until our next post – we wish you all success! 
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