Treat customers like guests and employees like people

The magic formula that successful businesses have discovered is to treat customers like guests and employees like people. That’s something your business should definitely have, to make sure those clients return … If you broke some law regarding an employee’s compensation, for example, they can sue you…The foremost opportunity you will have to deter a customer from suing is when they been treated well….

You should also be aware that, when customers share their story, they’re not just sharing pain points. They’re actually teaching you how to make your product, service, and business better – Being Human is Good Business.

Enhance Your Status in Your Customer’s Eyes

When you or your team members introduce yourselves to customers, do you use your first name only, or do you share your first and last names? These days most people keep it casual and stick to first names only. In terms of status that’s a mistake. Instead, when you offer your first and last name it tells customers, “I am comfortable being held accountable. If you have a question, you should ask for me, which is why I’m volunteering my full name. I’m someone important enough for you to know.” All that enhanced status comes simply by adding your last name.

A fast way to lose status is to start talking to someone who isn’t ready and willing to listen. So before asking customers or coworkers a lot of questions, it’s important to ensure you have their full attention. Unfortunately, common attempts to get attention actually hurt our status. Asking someone if they have a minute won’t go over well if it’s obvious that the conversation will take more than 60 seconds. That’s why so much of what I share in my seminars and coaching tools is about being more thoughtful with word choices. Next time you’re about to have a serious conversation with a customer or coworker, begin with a simple, “How’s your time, are we OK?”