Meeting Your Clients' Unexpected Needs.
It’s easy to do if you pay attention.
Depending upon what you do for a living, it may take a while before your potential customers decide to give you a try. It has nothing to do with you. It has everything to do with timing. So many of my Sales Academy grads wait in frustration as prospects decide whether to give them a try or not. The reality is that people make buying decisions on their timetable and for their reasons. It doesn’t matter that you know you can help them. It only matters that they know you can help them.
Years ago, one of my best clients decided to leave her customer service role in website development company and completely change industries to become a massage therapist. I knew little about that field at the time, but I wished her well, knowing that she would be successful at anything she pursued. Little did I know then how grateful I would be today that she had a change of heart — and careers.
Selfishly, I missed her being my point of contact when it came to my website because she was my benchmark for legendary customer service. However, as time has shown, she is taken that same approach of exceeding her customers’ expectations and applied it in her new trade.
About a year ago, I experienced such excruciating back pain that I feared that it might prevent me from accomplishing all of the many projects I have in progress and on deck. As much as it pains me to say (no pun intended), I didn’t want to admit that I needed help. But finally, I broke down and asked Melissa Lineaweaver — now owner of her own Mending Method Massage business if I would benefit from using her services.
I had two concerns to contend with. The first was, would it actually help and second was, being a very private person, it was difficult to place myself in such a vulnerable position. However, because of having such a well-established relationship with Melissa in her previous role, my comfort and trust level with her was top level. Was I ever glad that she was available!
If you’re waiting for customers to realize that what you do will help them, be patient. But while you’re waiting, it’s a good idea to occasionally send them testimonials from satisfied customers who have already used your service. It just might be the push they need to give you a try.
“The first step to healing is recognizing that there is a wound.” – Anonymous
This excerpt is taken from my seminar entitled In Search of Legendary Customer Service. I encourage you to click here to register for the exclusive live Zoom presentation of In Search of Legendary Customer Service on Thursday, April 20, 2023 from 9 AM to 12 noon Eastern Standard Time.
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