Sometimes the best way to define a word is to say it’s the opposite of another word – and then define that other word.

What is darkness? It’s the absence of light.

What is lethargic? It’s the opposite of energetic – where you move and you have the capacity to move. Imagine remembering people’s names easily, getting work done – the right work at a high pace; imagine maintaining your focus and your positive attitude all day long.

Now let’s define a key customer service word by painting a picture of opposites. Many studies have noted that – roughly 68% of the time – the primary reason customers stop going to Company A and move to Company B is that they perceive Company A is indifferent to them.

Therefore the question is: What is indifference?

• It’s the opposite of responsiveness, where you quickly reply to messages, immediately take action on issues, and effectively manage customer expectations.
• It’s the opposite of proactivity – where you initiate conversations with clients, even when you know the conversation is going to be on a difficult subject.
• It’s the opposite of engagement – where your eyes, your gestures, your body language, and your tone convey interest in the other person and their situation.
• It’s the opposite of caring – where the customer feels like you are concerned with their issues, needs, goals, and feelings.
• It’s the opposite of follow-through, where you ensure the client got that need addressed.

 
If indifference is such a retention-killer for a business, do whatever you can to ensure you’re not perceived in that manner.

Show responsiveness, proactivity, engagement, caring, and follow-through.

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