We’re all different. We’re all unique. Every customer is different and unique, as well, and we should treat them as unique individuals.
While we should see each customer as unique, before we fully get to know the customer, there are some core philosophies to take into customer conversations based on the type of customer or situation that we’re encountering:
- If they’re upset, listen.
- If they’re new, learn.
- If they’re long-term, appreciate.
When people are upset, they want to feel that you care, like you truly want to help. But when you interrupt or argue, you’re not allowing them to vent and blow off steam. You’re not allowing them to make their point. You’re conveying that you don’t care. If they’re upset, listen.
When a customer is new, you want to begin developing a relationship, and as we often say, it’s easier to have a relationship with someone you know than with someone you don’t know. Be inquisitive. Ask questions. Why did they shop with you? What do they need? What do they look for in a business like yours? If they’re new, learn.
When you’ve had a customer for a period of time – a recurring customer – they want to feel like you value their past purchases, their business…like you value them. Get to know their name; be patient; reference past positive interactions. Say “Thank You” over and over again – they deserve it! If they’re long-term, appreciate.
Tailor to the type.