The best gift you can give yourself and your customer is your ear!
January 5, 2010 at 10:17 pm Leave a comment
If you want 2010 to be a lot better than 2009, start with one simple thing: Listen! When you or your staff interact with customers, are you really listening? Or are you assuming to know what they want, who they are and what they will or will not buy? Are you judging them based on looks, age or attitude? Take a step back and think about how many customers came through your door but left without buying. Do you know why? In my humble opinion, if someone arrives at your door, you should visualize a price tag hanging from their sleeve that says “$150″ or “$300″ because that is what you paid in marketing, advertising and PR to get them to your door. Now, having spent that money, are you prepared to really listen and give your customer what they want?
Take my challenge: for 1 entire day, tell your staff that you have laryngitis. Be present. Listen to your employees and your customers. Really pay attention. It will be the most exhausting day you have experienced in a long while. To simply “receive” is draining. Make sure before you get home to write down what you noticed, what needs changing, and what ideas came to you by lending your ear. Then get a good night’s sleep, and do this again for 6 more days! You will be amazed at what you will learn about yourself and your customer!
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Entry filed under: Entrepreneurs Challenges, Self Discovery. Tags: customer satisfaction, customer service, excellence, listening.
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