24 Oct How to Get More Clients
If you are reading this and thinking”I already know that!,”then allow me to remind you of the phrase that started this post. The ultimate goal in any of my work is to create customer evangelists, people who advocate for the brands that are “good for us” and “good for our customers.”To get there requires an understanding of the forces at play in the customer experience.
Here are other phrases I may come across over the next couple weeks and months that may help you get thinking in terms of customer evangelists, a term I use as much as I can, especially if you are interested in earning more revenues and customer loyalty. (That’s a goal, isn’t it?)
“If they could, it would be great to….” – A friend had a conversation with her boss’s statement about how much she liked a piece of software. She said the software was actually pretty good and why they were holding back those new users was because they were afraid they would make an expensive mistake.
“We already tried that… ” – A friend, Joe, recently wrote an article on this very issue and said, “If this is so great, then why are you not addressing it already?” (I suppose for his company J Joe’s Market Research Group, the answer is pretty obvious). And if his firm is ‘fearing’ to take on a project that has the potential to make them look ‘badly good,’ then I guess the answer is more obvious – “But we just are not in the place we need to be.”
“We cannot announce an issue until…” – A piece of technology that everyone is talking about for its many new applications is also a very heavy security risk. (Last year, our electrician’s insurance was canceled after they were hit with yet another threat to the electrical infrastructure). And if they can’t proceed with technology but are still ‘on the fence,’ I guess there’s more to this roll of the sleeves than meets the eye.
Think back to when you really learned how to drive. You may have learned because someone had walked you through the basics. You may have learned from trial and error and experience. You may have learned from pros and cons. But there is always someone who has ‘been there and done that.’
The main thing was you learned to trust those others who taught you others are able to drive well enough to get through the basics and. You, no doubt, trusted them to offer the right information and that information was necessary to get the job done right.
That is the model in which we learn to trust others. How we do business with others is another learning experience.
Based on past experience, you trust a new course of action based on a previous experience with a person or firm. The bottom line is experiencing gives us trust. Everything about you and how you react to others gives you a certain level of trust. As a leader, you must understand what your level of trust is and what level of trust exists in your team. Pay attention to what the heck the customer is telling the rest of the world about the customers you serve. </p>
By asking or making the effort to review, analyze, and reexamine what their experience is being (where you have helped them) will allow you to make adjustments to help your customers feel “at home” with you and the services you provide.