Your Customers and How to Deal with Them - Part Three
Your Customers and How to Deal with Them - Part Three
Every day of your life, your unintentional actions are likely to outweigh your intentional ones. So, what do you or your people say or do unintentionally to Customers that reflects how you feel about them or the service you offer? I remember once, when I worked in a bank, a Customer literally went berserk, because one of the cashiers did nothing more than shake her head and purse her lips when an “awkward” request was made. Our manager eventually had to forcibly escort this Customer from the office (seriously) as he totally “lost it” and started screaming at everybody in the bank! And all that from what was the most minor of “negative” behaviours
So, aim to develop positive behaviours when dealing with Customers - be friendly, honest, open, polite, cheerful, tolerant of different views and behaviours, sympathetic to those not as brilliant as yourself(!), fair in your dealings with others, tactful when handling awkward moments - and positive in the way your promote yourself and your company
To be excellent at anything, you must commit yourself to do excellent things – rather than simply the “average” (also known as: “doing as little as I can get away with”). How would you feel, for example, if you checked into your holiday hotel and the receptionist smiled and said: “I hope you have a truly average stay with us”. Or, the organizer of your wedding or party confidently told you: “I’m sure you’ll find everything will be okay”. Or, your hair stylist told you: “You’ll look okay with this style; it’s the usual one for somebody of your age”
Your aim should be to offer service that’s so good it would make your Customer feel guilty, or that they’re letting you down, to go elsewhere! Also, people are more comfortable with those they feel they can trust
Don't miss the final part of this series - even more powerful thoughts to help you build your levels of Customer service
Your Customers and How to Deal with Them Part Three - To learn more about this author, visit Gordon Veniard's Website.
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Understand, and, if necessary, explain to others that service is the first thing your company offers to its Customers. This is true whether they are a Reader or Advertiser; regular or infrequent; a fan or a skeptic. Top companies live up to a Customer’s expectations; average or poor ones lives down to them
Every day of your life, your unintentional actions are likely to outweigh your intentional ones. So, what do you or your people say or do unintentionally to Customers that reflects how you feel about them or the service you offer? I remember once, when I worked in a bank, a Customer literally went berserk, because one of the cashiers did nothing more than shake her head and purse her lips when an “awkward” request was made. Our manager eventually had to forcibly escort this Customer from the office (seriously) as he totally “lost it” and started screaming at everybody in the bank! And all that from what was the most minor of “negative” behaviours
So, aim to develop positive behaviours when dealing with Customers - be friendly, honest, open, polite, cheerful, tolerant of different views and behaviours, sympathetic to those not as brilliant as yourself(!), fair in your dealings with others, tactful when handling awkward moments - and positive in the way your promote yourself and your company
To be excellent at anything, you must commit yourself to do excellent things – rather than simply the “average” (also known as: “doing as little as I can get away with”). How would you feel, for example, if you checked into your holiday hotel and the receptionist smiled and said: “I hope you have a truly average stay with us”. Or, the organizer of your wedding or party confidently told you: “I’m sure you’ll find everything will be okay”. Or, your hair stylist told you: “You’ll look okay with this style; it’s the usual one for somebody of your age”
Your aim should be to offer service that’s so good it would make your Customer feel guilty, or that they’re letting you down, to go elsewhere! Also, people are more comfortable with those they feel they can trust
Don't miss the final part of this series - even more powerful thoughts to help you build your levels of Customer service
Your Customers and How to Deal with Them Part Three - To learn more about this author, visit Gordon Veniard's Website.
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Jay Kubassek(Jay's Full Bio: EvanCarmichael.com/jaykubassek) In five years, Canadian-born entrepreneur Jay Kubassek went from selling mufflers at a Midas franchise to revolutionizing Internet marketing with the 2004 launch of CarbonCopyPRO, a online marketing education company, now worth over $20 million with customers in over 160 countries.
As an independent film producer, his upstart film fund Aliquot Films is currently producing a films with Spike Lee and Abel Fererra (starring Ethan Hawke and Dennis Hopper.)
Jay's entrepreneurial spirit is irrepressible. He’s the owner of five companies, a professional speaker and trainer, international real estate developer/investor, extreme sport enthusiast and emerging philanthropist. Jay resides in NYC with his wife Jamie, son Milo and dog Cooper. Visit Jay's official website: www.JayKubassek.com - Visit Jay Kubassek's Website |
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