LOVE Your Customers

When you read that title, do you raise your eyebrow and think, “Love? Isn’t that a bit strong?” I hope after reading this you won’t think so.

When a customer approaches you, put yourself in their shoes. Whether they are coming to you to make a purchase, an inquiry or to discuss a problem, what are they expecting?

• Anticipation and excitement about the new item they are going to be taking home or back to the office?
• Vulnerability because they haven’t got a clue what they are looking for and they are totally at your mercy?
• Or perhaps even anxiety – are you going to be willing to work with them to solve the issue they have, or are you going to throw your arms up in the air? Whatever it is they are feeling, you should be feeling LOVE.

L – You are a LEADER. Your customer is looking for your expertise to guide them through the process. You can create value for your customer simply by sharing your knowledge and helping them find a solution that meets their needs.

O – Be OPEN. Your customer is vulnerable. They are coming to you expressing a need and they want to put their trust in you. They believe you are the expert and that you will be able to help them decipher between their wants and needs. Don’t disappoint them. Ask questions. Being OPEN with your customer will allow them to open up so you can get to the core of their requirement.

V – VALUE your customer. Your customer needs you to focus your attention on them. Be courteous of their wants, listen, ask questions and collaborate. Working together and partnering with your customer will not only produce the best possible solution, but it will win their respect, trust and take you a step closer to becoming their long term trusted advisor.

E – All customers have EXPECTATIONS. How they expect to be treated. How they expect you to meet their needs. How they expect you to focus on them. By treating your customer fairly and without judgement you allow yourself to see their need more clearly. When we focus on our customer’s need rather than judging them, we communicate our respect and our true desire to be of service. Show your customer true LOVE and you might be surprised to see how they love you back – through referrals, loyalty, great customer feedback and just as importantly, through the satisfaction each one of us needs in knowing we have done our job well.

Article written by Tamara Johnston, Marketing Manager, MasterKey Business Solutions. ©2012 MasterKey Business Solutions, Inc.