Posted by Deborah Chaddock Brown on March 11, 2010 under Communication | 
I had the pleasure of facilitating a communication workshop earlier this week and the results were riddled with “ah-ha” moments.
The group took a test to determine their “color” communication style and then they broke into groups to identify:
- key elements of their communication style
- pet peeves in communication
- topics they like to discuss
- tips for effectively communicating with them
Part of the group, identified as the BLUE communicators, like to tell stories and make people happy and were empathetic and don’t like to be cut off.
Another part of the group – the GOLD communicators, wanted “just the facts” and didn’t want the back story and couldn’t stand to listen to the drivel.
Oh my goodness – the two groups were shocked to discovered their opposite approaches and all of a sudden the conversation got derailed with people offering up times when they struggled to effectively communicate. I couldn’t have planned it better. The participants were saying things like “no wonder you interrupt when I’m talking” or “now I understand why you have to tell the back story to something rather than just getting to the point.”
The group learned that by sticking with their own comfortable way of communicating rather than trying to be sympathetic to other communication styles, they struggled to develop a relationship of trust and mutual respect.
We then broadened the conversation to include the customer. When a customer needs to tell a big long story and the sales associate just wants them to get to the point – we have a situation were the lack of patience and respect are felt and the customer doesn’t feel listened to or valued.
Bottom line: when communicating with our customers, our peers, our boss or our family members, we need to be aware of the fact that different people communicate differently. We need to try and mirror their communication style if we want to build relationships.
The one thing all four communication groups agreed upon: they all wanted to be respected when communicated with.
Great stuff! What is your communication style? Take the Color Communication Quiz.
Posted by Deborah Chaddock Brown on October 26, 2009 under Communication |
Reading some more in the book What the Customer Wants You to Know and came to the chapter about communicating with your customer.
Author Ram Charan says:
The final step to ensure long lasting and profitable customer relationships is to incorporate post-sale servicing into the overall process. The sale does not end when the contract is signed. It is the customer’s experience – and, in many cases, the experience of the customer’s customer – that develops the long-term relationship. Only if the customer is satisfied that he has received all that was promised, and that the solution does indeed address his financial concerns, have you succeeded. And that success is not an end unto itself, but rather just another step in a long journey of working with your customer to continue to solve problems and develop new approaches to doing business together.”
I was talking with my friend yesterday who shared a story about a company he knows that has incorporated into their selling process the sale of an on-going service package. Unlike most companies who focus on the initial sale, this company starts the sale by explaining the value of an on-going relationship. They use this as an opportunity to say in touch and make sure that the customer’s ever changing needs are met.
Establishing a need for an on-going relationship gives you the chance to continually meet/exceed expectations and keeps you in the forefront of the customer’s mind. In the case of the customer relationship – absence DOES NOT make the heart grow fonder.
I’m reminded of a mortgage specialist who told me she can quote right down to the person’s name the number of mortgages she has closed that went into foreclosure. How can she do this? After the contract is signed, she keeps up the relationship; calling to see how things are going, sending little notes and emails to keep in touch. On the front end, she works very hard to ensure that the right people connect with the right mortgage product so they don’t go into foreclosure. In an age of unpaid mortgages due to loss of income or buying too much house for their budget – she starts off by being open and honest and continues the relationship long after the boxes have been unpacked.
Selling is a finite task.
Building relationships that last long after money has changed hands, leads to life long opportunities to serve the customer’s needs and referrals that grow your business.
Do you have a process in place that encourages continued communication after the sale is complete?
Posted by Deborah Chaddock Brown on July 2, 2009 under Connecting Moments, Customer Moments |
People buy from those they like and trust and the only way to build that trust is to learn about your customers as people not just cash in the register.
This became clear to me during a recent trip to Venice, Italy in which I visited a shop, Arte Venexiana, near the Rialto Bridge. I was looking for a unique piece of jewelry to commemorate my trip. I found a lovely glass necklace and asked the salesman if I could look more closely.
After handing me the necklace he got on the phone. Moments later, Elise entered the store – the designer who had created the piece I admired. In her hands…matching earrings. She asked my name. Learned I was traveling with my Mom and daughter – who were also in the store and she sought them out, exclaiming at my mother’s beauty.
She explained the process of her jewelry design. Told me about the Artist who made the glass beads. She personally put the necklace around my neck. 
Exquisite. But pricey.
I thanked her and said I had to think about it. She gave me her card – made eye contact – pressed her hand to mine and told me how glad she was to meet someone who admired her artwork.
I shopped the rest of the day but her necklace and the warmth with which she treated me was ever present in my mind.
I returned. She came running out from behind the counter. Kissed me on both checks and told me how glad she was I’d returned. I made the purchase.
As she wrapped the necklace and earrings, she talked to her artwork, “you are so lucky, my baby, you are going to America.” She told me glad she was glad that I was the one who’d purchased something she was so proud of.
I felt like we’d become friends.
I returned the next day to purchase gifts for friends and family. She remembered me and greeted me warmly – giving my daughter a free pair of purple earrings – she’d overheard that it was my daughter’s favorite color.
In parting she asked that I send her a postcard once I’d arrived safely home.
Imagine if every purchase we made was handled in such a personal manner. Imagine how good we’d feel about the value of our purchase. Would we return? Would we refer the establishment to our friends?
You betcha!
Look back over my interaction with Elise at all of the little things she did to build a relationships with me. She knew I would leave and most likely not come back any time soon. What reason did she have to go out of her way to build a relationship? Yet, she saw the value. It set her apart.
Taking steps to build a relationship with your customers may seem time consuming, but the efforts and future benefits far outweigh the energy it takes. If you want loyal customers – become their friend; even if the friendship is only for a single moment in time. The experience will be remembered and the beginnings of customer loyalty will be established.
Posted by Deborah Chaddock Brown on January 12, 2009 under Customer Moments |
Thanks to AllTop - I discovered a great customer service blog entitled Conversation Agent written by Valeria Maltoni. Her most recent post offers 3 ways to show your customers you appreciate them.
As we continue to build relationships with our customers one key element is to make sure they know how much they are appreciated. Valeria offers these three tips:
1. Provide Exceptional Customer Service
2. Be personal – humanize your business (key to building a relationship is to connect one-to-one with your customers)
3. Over-communicate – and through this process make sure you start with active listening!
Click here to read the entire article on showing your customers you appreciate them.
