Sales Performance, Psychology, & Mindset Coach
That conversation has always been the kiss of death, my friend.
“Wait, Joe! But we DO have great service!” you say?
Let me tell you why your customers eyes glaze over when you tell them that. [Read more…]
Stop trying to delight your customers! Get ready to rethink your business. Perhaps you have been going about your customer service all wrong? The concept of WOWing your customer is so common that most companies build their entire business on creating the most amazing customer service. BUT, a new study and book show that customers don’t want to be “wowed” ; they want an effortless experience. [Read more…]
If You’re an Expert, Have an Opinion! Especially When it Comes to Customer Service…
Sometimes the best way to understand better business practices is to experience similar emotions in different situations. I recently spent some time in the hospital with a loved one who was dealing with cancer. We spent our time in and out of appointments, dealing with multiple members of the care staff, and waiting (A lot of waiting). I made the mental connection to business when we were dealing one of the many Doctors. He was carefully explaining the results of a procedure to all of us, asked considerate questions, and even cracked jokes. When we asked what options were available, the Doctor took the time to explain exactly all of the information we were hoping to find out. Many of the previous Doctors we dealt with were not as thorough, compassionate, or even cooperative. Some of them even said things like, “Surgery will be risky, so it’s up to you. It doesn’t matter to me what you decide, you just have to make a decision.” These interactions make patients feel scared, confused, or even ashamed and embarrased for bothering the Doctor.
