Customer Service & Sales: Be Authentic
December 13, 2017 12:14pm
By Katie Scheer
Let's stop faking it. Deliver the customer service that you want to receive, and sell honestly in such a way that you would want to buy from you. Consumers today seek and crave authenticity since there's too much garbage always getting in the way of the truth and what's genuine. No more acting or saying what you think will give you the best end result. Instead, speak the truth and make yourself proud. Yes, this is your Oprah moment, and you too could become rich (if you aren't already).
How do we do this in customer service and sales? Here are just a few simple ideas:
1. Deliver quality, even if it means a slower response time.
Fact of the matter is that, yes, people want fast service and response times. But when that speed does not provide a satisfactory end-result, what's the point? Instead, go with your gut and be honest with the customer. Tell him/her that your turnaround time won't be as fast as you would like, but you are working on the best solution, which is worth the wait. That will feel so much better to both of you, and you won't sell yourself short by giving a mediocre response/return.
2. Speak with a straightforward, non-scripted communication style.
An overly formal delivery with scripted messages can immediately rub a customer/prospect the wrong way. Customers prefer more casual conversations with true-to-self word choices, as long as they are within professional boundaries. When you speak in a natural way, you are opening up the communication to become more friendly, which further leads the way to a real relationship. Obviously, this is what is needed for successful customer service and sales.
3. Have some fun.
Yes, you need to! Be yourself, and you will tell more applicable real-life stories, and this will pave the way to getting to know one another, like a friend would. Being stiff and narrowly focused on the business at hand isn't comfortable or as exciting. Laugh, smile, joke around. Remember that quote: "People buy from whom they like." Make yourself likable and fun, and your success will follow. Being you = having more fun.
Other suggestions for being authentic? Implement these too:
Tags: katie scheer,
Katie Scheer was named Vice President in November of 2006 after two successful years as the Director of Operations for ProSolutions. She leads the company operations, sales and marketing, network and revenue management, new customer initiatives, and corporate strategy.
Katie has been on the ProSolutions team since May, 2002. She started with the organization as an Operations & Project Manager, and then became the Strategic Operations Manager. While in these positions, she successfully assisted in the crafting, implementation, and execution of innovative company branding, service diversification, and strategy-supportive policies and procedures.
Katie previously served as Marketing and Strategy Manager for BUD Publishers. Prior to holding this position, Katie attended University of West Florida where she earned a Bachelor of Science degree in Business Management. Katie currently resides in Orlando, Florida, with her husband, Chris, and two children, Cade and Courtney.
Contact: Katie Scheer
What Should Hotels Learn and Copy From AirBnB
Hotel Internet Services Deploys Advanced Television Voice Command Functionality With BeyondTV
All Guest Services Staff Should Love Guests’ “Buts”
Please Use the “F” Word!!
Hotels Create Sense of Place With Local Design
Shifting Your Hotel Staff From Task-Oriented to Guest-Oriented [Guide]
Hospitality Requires Stepping Into “Character" Like an Actor on a Stage
Is Your Hotel Ready for Today's ‘Age of Assistance’?
It's All About Soul: Why the Way Your Hotel FEELS Is Impacting Your Bottom Line
Using Wine to Show How Much Customers Care About Industry Jargon
Talent and Technology Go Hand-in-Hand in Contact Centers
Does Your Hotel Have a Policy on Piercings?
StayNTouch Partners With Juyo Hotel Analytics to Integrate Property Management and Revenue Management Systems
The Psychology Behind Hospitality: How to Make Your Accommodation Universally Appealing
Make the Hotel the Most Beautiful Place on Earth…Opportunities to Seize!
CRM + PMS = Time to Wake up and Smell the Coffee
Ten Steps to Revitalizing Your Coffee Experience
Finding & Recruiting Talent in Hospitality: Never More Than Two Degrees of Separation
The BYOD Revolution and What it Means for Your Hotel's Bottom Line
A Story of How Handwritten Notes Increase Service
Please login or register to post a comment.