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

Is Customer Service Selling?

Being of service, creating an engaging customer experience, listening to understand, delivering a solution the customer values…Customer Service or Selling? The difference is the immediacy of revenue.Sales is measured by revenue created as a direct result of sales...

Dealing with Decision Inertia

First it was “Before Xmas”; then, “In the New Year”.  Now it’s “After Easter”….Customers making decisions to work with us seem to use these events as delay tactics….They’re used as unexpected hurdles making it difficult to sign off. Why?It’s not like Xmas, New Year or...

Can I take your order?

No I’m not talking about cafes here.I’m talking about how easy it is for salespeople to fool themselves into thinking that “doing only what the client requested” is selling.  Neither is selling a recital of menu items for the customer to choose from.We’ve got to do...

R is for Retail. R is also for…..

Recent announcements of the government’s definition of Australia being in a recession caused me to cast my mind way, way back to the “recession we had to have”.  Early 1990’s.  Times, when most businesses cut back on recruitment and cost wherever they could and made,...

Sales at any cost?

KPI’s.  KRA’s.  Performance Targets.  Commissions.  Bonuses. When my clients tell me they want their customers to be blown away by the experience, I ask to see the performance measures against which their sales team is evaluated.It’s usually sales, sales...

R is for Retail. R is also for…..

Recent announcements of the government’s definition of Australia being in a recession caused me to cast my mind way, way back to the “recession we had to have”.  ”.  Early 1990’s.  Times when most businesses cut back on recruitment and cost wherever they could and...

Pick up the phone!

The fastest and most effective way to connect with another human being is through conversation…ideally in person That’s because we’re wired for connection, and when we’re engaged in conversation with another person our brain’s mirror neurons are firing.Subconsciously,...

Do you show up to give or get?

To be truly great at selling is to see it as more than a transaction. It’s a calling.  Think that’s a bit rich?  Well I can only speak from my own truth.  I love it, and I’m sharing with you why I love it.You see, when we think of salespeople, images of white shoes,...

Telling isn’t selling so STOP doing it!

Everyone knows how to have a conversation, right?  Every time we make a compromise to ourselves, we diminish something within us. We cheat our higher selves.Because it’s never really about being our best for other people (although other people will of course benefit...

My sales team is driving me crazy!

“Why can’t they just do what I’m asking?”  “Why aren’t they increasing their activity levels?”  “I’m just asking them to do what’s in their position description – if they did that they’d hit their targets!!” I hear these comments all the time.  But telling these sales...