No doubt, you’ve recently been served by someone that obviously didn’t care: they didn’t care about their job, about their product, certainly not about you. How likely are you to select a different vendor next time?
A caring attitude and behavior seems to be way less common today, yet is a critical component of creating a CompetitionProof environment. It’s really easy to demonstrate caring. Here are a few examples: When you are working with a customer, give them your full attention. That means not checking your watch, answering the phone, multitasking, or being distracted by other activities.
Act as if the customer you’re with is the only customer you have and see what happens to your sales. Take a few seconds to see what else your customer needs from you. Surprisingly, sales people say, “Anything else?” which tends to cut off the conversation. Instead say, “What more can I do for you,” which opens to further discussion.
Remember, if you customer has to go to another vendor to get what they need, you’re highly vulnerable to competitive attack. Set up your environment to let customers know that you care. Does your screen saver say, “I’d rather be golfing?” That’s a not so subtle indicator that they may not have your complete attention.
When you show your customers that you care about them, you create a CompetitionProof impression.
Today’s post was inspired by a great conversation with colleague, Tim Richardson (http://timrichardson.com/), as he was driving to South Dakota to speak for the governor. Tim’s forthcoming book is about the impact that a caring culture has on business success.