As you have probably already
noticed, customers have become very difficult to deal with. They now demand
products and services of perfect quality, are unwilling to put up with complicated
purchasing processes, and want anything that doesn't work to be fixed immediately
at no cost to them. They are quick to jump on any mistakes, will give customer
service staff a hard time and will even play one supplier off another to get
the best deal. And they want more for less.
Think about your own attitude
when you are the customer. How do you feel when you don't get the quality or
timeliness you need? How do you react when one of your suppliers wastes your
time when you return shoddy merchandise?
The great customer attitude
shift has happened! Customers have become highly Internal to their suppliers.
While your company may be spending time and money developing the best products
and services for your clients, this may no longer be enough. You will also have
to adapt your language and processes to meet the needs of people who
take everything you say only as information for them to consider. Notice the
skepticism with which clients scoff at your claims to be the best. "Prove it,"
they insist, (to their satisfaction).
To sell and provide customer
service to people who have an Internal pattern, you need to give them information
and let them decide. "For all the information you need to decide, call us .
" Or, "I would like you to try it out and tell me what you think." "The only
way to know if this is the one for you, is to test it out for yourself." That
is why car dealerships insist on getting the prospective buyer behind the wheel.
What can your company do
about all those tough customers?
There are several solutions!
Teach your sales and customer service reps to understand the triggers that motivate
your customers and use the right Influencing Language for maximum impact. Do
your customers demand an immediate solution to their problems? Use moving Away
From language so they don't get annoyed while you fix their problem. Are your
customers asking for straight-forward processes to get what they need? Show
them the right procedure and speak in Procedures language.
Success Strategies can conduct
the market research you need to diagnose what your customers are really asking
for, help you design your marketing materials, and train your staff on how to
guarantee continued happy customers. We can show you how to set up systems to
ensure you get the input you need from customers and end users; so that you
will have an on-going means to adapt to their changing needs.
Call Success Strategies
now for all the information you need!