Exceptional Connection…

I was training a wonderful group of people the other day, when we were talking about giving our customer “tribes” something worth sharing with others about their experience with us. I asked for examples of exceptional customer service.

Here are some of the responses:

“Listen to what they have to say”

“Communicate to them in their own style”

“Build rapport”

“Ask questions…”

And I stopped….

These were all valid answers for good customer service, but exceptional? I was hoping for inspiration! I was looking for something to move my heart!

And then I realized something.

In this group where the average age was around 25, they were speaking about their own experiences of customer service, and that’s when I made the connection. When you think that for many of these young people, their experience of sales people has been limited so far to the items they purchase: cars, clothes, phones, and so on. Mainly B2C. And the picture isn’t wonderful.

And it reinforced why I’m on a mission with The Sales Dr to transform the world of sales so that sales people love it again and our customers and clients want more of us.

Unfortunately today, there are so few examples of exceptional customer service that the above examples which once upon a time would have been pretty much a basic level, are quite often today rarely found. Especially in the B2C space.

Is this because sales people don’t want to? Or, because they don’t know how?

I think communication to create real needs to be taught, practiced and honed into an art form that is a pleasure to participate in. Wouldn’t that make it easier to jump out of bed in the morning?

Sales is such a wonderful opportunity to make a connection with someone. As sales people, we’re able to provide another person with an experience that is a delight to both parties, and which creates value for both.

If you know that you have made that person’s day happier, more informed, easier or inspired I can guarantee the boost in oxytocin for you both will be well worth the effort. And you’ll want to chase that feeling again!

I would love to hear from you about your experiences as a customer of exceptional service, because I love sales and am proud to be in a position where I am able to connect with people and get to know how I can help them. Your stories will inspire me and others.

Have a great week.

View our other posts

9 restorative ways to tackle the confidence crisis

Salespeople...heck, any one of us, loses our mojo every now and then. It’s part of the human condition. While it can signify introspection which is important as we make meaning and hopefully build greater self-awareness it can also signal a more permanent...

Quantity or quality?

Once upon a time in a land far far away sales managers everywhere were perplexed by the dichotomy they faced: sales teams who were hitting targets by having high activity rates at the expense of poor customer experience or leaving opportunity on the table. Their...

Have you reached your limit yet?

Many of us have. There is so much going on right now, it feels like “The Quickening” with life taking on a roller coaster type quality and speed....without the good thrills though. If the last 2 years wasn’t enough for us, the torrential rain and floods in...

Curiosity is king

When we think of being curious, it’s easy to link that with questions...discovery. But did you know that curiosity also dissolves tension, and ensures that an already fraught situation is more easily neutralised? As a relationship building tool – customers,...

Inner strength

This morning I heard someone say that extreme self-reliance is actually a trauma response that prevents us asking for help. It’s linked to early life trauma that tells the sufferer that asking anyone else for anything is dangerous: emotionally, physically,...

Purpose led teams

When it comes to elevating sales performance, it’s understandable why organisations look to the most cost-efficient methods that will deliver the greatest bang for buck. Most organisations opt for initiatives like: Identifying new customer groups that...

Make 2022 Your Year

Regardless of what happens “out there”, 2022 is in your hands. Success or failure. Lessons or a loop. Growth or stagnation. Joy or suffering. Hit or miss. It’s the way we approach the year that will make all of the difference, because when we’re aligned to...

Embracing Change

There’s a meme going around social media about 2022...something about this year being like the boyfriend who lets you down but you keep taking back because they promise to change? I admit I had a bit of a chuckle to myself, not only because I’ve been there, but...

Take Time to Recharge

Well it’s been quite the 2 years, hasn’t it? For many Australians, they’re more than eager for a decent break....a time to recuperate mentally, emotionally, physically even spiritually. The toll of lockdowns, constant disruption to routines, home schooling...

Be the light that others run to

My cousin said this in our weekly Zoom chat. She was referring to a friend who was that for her. When we’re in the midst of darkness, we need direction. We need a light to run to, don’t we? Light of the soul, of the spirit. Are we opening...