Think of your worst sales experience ever–a time when you genuinely wanted to make a purchase but had a terrible time connecting with the salesperson who also obviously wanted to make the sale. Chances are, one of the main reasons that things were not working out is that the salesperson was not listening to you–he or she may have been being too self-absorbed; too focused on his or herself. As you strive to promote and grow your business, are you committing the big crime and focusing too much on yourself instead of on what your customers or clients need and want?
I know that we pretty much always have a focus on what is best for ourselves and our families and that really is how it should be, BUT, customers, clients and prospects pick up on it if we are so focused on our own agenda and what is going on for us on our side of things that we do not understand or hear what they are saying to us. Keep in mind that they are looking out for their interests too but we really are in the business of trying to help them reach their goals (whether we are selling them hand lotion or consulting on a huge management project.) We need to bring ourselves back to the present by asking what we can do to help them reach those goals and listening closely enough to be able to convey our concern.
There are some simple techniques you can use to cut back on the self-absorption and bring you into your customer’s or client’s concerns: try using the words “we” and “us” when you problem solve and watch how often you use the word “I”; ask questions and respond to the answers to show that you are listening and following up on what they are saying. The more questions you ask instead of lecturing, making speeches or “selling”, the more likely you are to really tune in to what the other person needs and wants.
Also: Creating a Home Business Culture
With Home Business, We HAVE to Give Good Customer Service