customer contact
«Treat others as you wish to be treated» (Confucius)
Surely you once have experienced the following situation: You are entering a shop to buy some minor things. You are aware of that you are consuming a certain time of your consultant with your request which is moreover an additional burden in his daily business. Hence you are already prepared to be quickly served as your request will only generate a modest turnover. But you are dependent on the support – if not you would have done it by yourself.
Now we are changing the perspective and put ourself into the role of the consultant. He now has different possibilities of treating you as a client – thereby you should always question yourself how you would like to be treated as a customer. Confucius once said: treat others as you wish to be treated.
On the one hand side you as a consultant can make the customer feel that his request is an additional burden for you. This way you are giving the customer the feeling to be unwanted and disturbing. What could happen at worst? The customer is spreading his displeasure on social media and other digital platforms and will never visit the shop again and will also advise his friends and family against it.
On the other side you can see this customer as an opportunity to win a new customer. What could be better than having a customer in your shop who just came by his own motivation because he needs your support? This attitude is of course no walk in the park and will bring about a lot of extra work but also the success. To win new customers on an alternative way would be expensive and eventually not promising marketing campaigns as customers are flooded with advertisement. Take the opportunity to surpass the customers’ expectations!
Enclosed you find some recommendations how to succeed within your next customer contact:
- The customer should be in the focus of your activities
- Don’t focus only on profits
- Take the customers’ needs and wishes seriously
- Actively listen to the customer
- Ask open questions to create a dialogue with the client
- Be solution oriented – search for the solution not for the problem
- Summarize the conversation with your own words to avoid misunderstandings
Please don’t hesitate to contact us if you would like to know more about customer acquisition, communication and care. We will be happy to help.
