Oct 20

Ways You Could Irk a Client as a Know-It-All

Ways You Could Irk a Client as a Know-It-All

 

Ways You Could Irk a Client as a Know-It-All

Ways You Could Irk a Client as a Know-It-All

 

“A great customer experience is one where customers feel good, even look good,” writes Forbes columnist Micah Solomon, a customer experience coach, trainer, and author. In the end, they’ll feel good about you then too.

Yet, too often sales professionals are so concerned with making sure they look smart to their customers that it comes at the price of making their customers feeling stupid.

Solomon highlights five things you’ll want to avoid in your talks with clients to make sure you aren’t hurting their self-esteem:

1. When a customer is wrong, try to avoid “schooling them” on the error. Instead, try to make the mistake seem like one that could have happened to anyone.

2. Avoid jargon that could be confusing to your customer. Translate your thoughts into language that the customer can easily understand.

3. Don’t go on and on … and on. Be respectful and value your customers’ time. Don’t drag out conversations in a way that seems disrespectful and make them feel like you think their time is less valuable than yours, Solomon writes.

4. Don’t let them feel like an interruption. Hold off on taking phone calls or responding to messages from other clients when you’re with someone else. Avoid making customers feel like they’re an interruption of your work, rather than central to it.

5. Don’t assume they know the process. Make sure you explain to them the process of home buying or selling in easy-to-use terms and steps so they know what’s coming next. “Feeling lost and frustrated by a counterintuitive customer experience doesn’t make anyone feel good about themselves,” Solomon notes.

Source: “The Customer Experience Is About Making Your Customer Look Good, Not Making Yourself Look Good,” Forbes.com (Oct. 16, 2016)

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