As much as you can, allow your people to be both free of constraints and have them avoid “slavishly following the routines” behaviour. To achieve this, make it your job to show your people how to build professional relationships and to know what they are empowered to do without having to make constant referrals to you. People learn from your actions and behaviours; confidence is a great one to demonstrate! Showing you trust them (within guidelines of course) to reach the right decisions is a great way to empower and enthuse Encourage your team members to be free of prejudice – this isn’t simply about racial or sexual behaviors, feelings or actions. It’s about the kind of attitude that defines Customers as “awkward” – “mean” – “tight-wad” etc. If your people believe these of your Customers then sub-consciously they will behave in a way that entrenches this behaviour!
Take your people on a journey away from the “history” – both of your company and its Customers. This follows-on from the previous point. It’s important to build a “now” relationship with each individual or organisation – current, past or potential Expect that each individual in your team will be free from “can’t” and “won’t” thinking. They should make it even more certain that they never display such attitudes when dealing with Customers. Even if something is not possible, it’s much more useful to offer alternatives – or work with each Customer to see what can be done. It's very easy for Customer frustration to build into fury!
Please read the second "bonus" article to compliment our earlier series of four about Customer service
Your Customers and How to Deal with Them - Bonus Thoughts - Part One - To learn more about this author, visit Gordon Veniard's Website.
Like this article? Share it with your friends
 |
Related Articles |
|
 Demand More Money by Using your Ads to Ask for Action
|
| |
Lots of ads are beautiful, almost perfectly written, and quite convincing - yet they fail to ask for or demand action from their reader. If you want readers to have your product, then tell them so and demand that t...
|
|
How You Can Stand Apart
|
| |
Find out what makes you stand out from your competitors...and enjoy the bonuses that involves.
|
|
Do Not Hide from Unhappy Clients
|
| |
 Customers and clients can be a great source of feedback and insight. But it's not going to be smiles, smiles, smiles all the time.
|
|
Q What sort of bonuses should we pay
|
| |
 A. "It's not about the money."
Usually, when people say this, they are lying.
Except, it turns out, at work.
|
|
Negotiation - Preparation - Part One
|
| |
This three-part series covers the key aspects of "getting yourself ready to negotiate".
Through careful planning, you allow yourself the best chance of success
|
|
|
|
![[Get Copyright Permissions]](http://license.icopyright.net/images/icopy-w.gif){kind=small}
