What do we think about our customers?
My mom was buying some anti-congestion medication this past week. She asked the pharmacy tech for the OTC version (which they keep behind the counter). My mom requested two boxes and the tech said “We’ll see.” The tech continued to make my mom feel like a criminal throughout the rest of the process until the tech finally relinquished the medication.
We know not everyone is trustworthy all the time, including our customers. But what a mistake it is to err on the side of distrusting them. When we assume the worst of our customers, we aren’t as friendly, caring or helpful as we should be. If we count them as tasks we need to complete or obstacles to accomplish sales, we will not be as successful as we could be. And worst of all, if we stereotype them as we see them, we miss out on serving them excellently.
All of this starts in our thoughts. When we see a customer what do we think? Do we think a woman is poor if she has messy hair? She could be a busy mom. Do we think a man is rich if we see him in a suit? It could have been donated to him. We all fall into it. But stereotypes don’t help us serve people best.
When we see a customer what should we think?
We should see them as human, like we are. We should think about the honor it is to serve another person. We should feel thankful to have the skills and ability to serve them. We should feel grateful we are needed to serve them.
And all that should lead us to listen to them, to make their needs the priority and to serve them the best we can.
And let’s not forget about the consequences when we continue to entertain stereotypes about customers. My mom told me about her experience at the pharmacy because of the negative emotional impact it had on her. Negative word-of-mouth is a natural consequence of poor service due to our stereotypes.
The best customer service starts in our thoughts about our customers.
What do you think about your customers?
About the Author: Lindsey Tolino comes alongside artisans, craftsman and people monetizing their passions to help them create healthy businesses. She shares her heart at ToBusinessOwners.com. Follow her on Twitter @LindseyTolino or connect with her on Google+ .