By Richard S. Gallagher
This publication will swap the way in which that you just converse with clients. maybe extra vital, it is going to additionally swap the way in which that you just examine patron situations—from an artwork to a technology.
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Additional resources for Great Customer Connections: Simple Psychological Techniques That Guarantee Exceptional Service
This is a subtle but very One longtime retail clothing store manager in important point. For example, in the case my native upstate New York has an interesting of the person who is interrupting you with strategy for dealing with merchandise theft—to another customer, it does not necessarily kill people with kindness. She explained, mean that you drop what you are doing and ‘‘When we see someone who looks a little sushelp him. Rather, it just means that you repicious to us—like a potential shoplifter—the spect his frame of mind—which, in turn, will first thing that we do is engage them.
One day at a car dealership, several customers were waiting for assistance. One, a scruffy-looking teenager, had his questions impatiently answered by salespeople so that they could rush on to prospects that looked more promising. That teenager was me, over thirty years ago. I had been sent to the dealership by my parents, who were on sabbatical in Europe, to get information about having a new car shipped to them there, and I was probably the most qualified buyer in the showroom. Chapter 2 | The Inner Game of Customer Contact 21 In all of these cases, the people involved followed their normal human instincts: ■ The salespeople at the computer store were probably following past experience about who tended to know little about computers and would therefore be less likely to make a purchase and earn the salespeople a commission.
In cases like these, stereotyping can be beneficial. Nevertheless, this same trait gets us into trouble when we apply it to other segments of the population—for example, if we presume that women are emotional, college professors are absentminded, or Latin Americans are excitable—and then react accordingly. Few of us need to look very far to find examples of stereotyping in our own life. Here are just a few examples from my own personal experience: ■ An acquaintance of mine once visited a computer store and could not get the sales staff to pay any attention to her.