Masonry Magazine February 2001 Page. 39
Instead of simply describing your products to your customers, ask how you can help them.
4 I don't like your manners.
I don't like the way you try to do two things at once while you're talking to me. Or, you interrupt me when I'm talking to you. Or, your failure to use formal titles bothers me. Lesson: Mind your manners.
5 Your style upsets me.
I don't like the salty language you use in my presence. Or, things always seem disorganized in your office or shop. I can't help but wonder if you're all that organized. Or, I'm bothered by what I see as a lack of professionalism in your habits. Or, your procedures appear overly bureaucratic (or not formal enough). And the list could go on and on. Lesson: Watch your customers' interpersonal and professional demeanor. Respect it by watching your demeanor.
6 You're inconsistent.
Ninety percent of the time I know you'll do exactly what you promised. But it's the other 10% that I'm never sure about. Lesson: Aim for 100% consistency. If you're not going to be able to meet the customer's terms, let her know the minute you realize there might be a problem.
7 You don't respect my time.
I have to wait on the telephone or in person when I want to talk with you. When I leave a message, you don't call back promptly, and this inconveniences me. Lesson: Save your customer's time before you save your own.
8 You were rude to my assistant.
All she wanted was some simple delivery information. She didn't deserve the run-around you gave her. Lesson: Treat customers' secretaries and administrative assistants just as you'd treat your customers.
9 I'm talking to the competition all the time.
Face it: it's a dog-eat-dog world out there. I want to save money and time, and get the best deal I can, so it's only natural that I keep looking for other suppliers of goods and services. Lesson: Ask your customers to provide regular feedback to you.
Bottom line: Listen to anything your customers tell you. But equally important, stay attuned to what they don't tell you. The result: valuable clues that can keep those all-important customer relationships intact for a long time.
Richard G. Ensman, Jr.'s columns on business and management appear in well over one hundred periodicals across North America.
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