Imagine this…everybody walking the universe with a piece of tape across their forehead saying “Make me feel important “.
This is the essence of sales and providing outrageous customer service. It’s also the essence of building a great company and attracting all-star talent.
Think about when you were provided a service or sold something. Doesn’t it feel good when the service was provided in a quick, timely, efficient, and friendly manner? It feels so good that you will go back and buy more (even if you don’t need anything) because you want to be around that feeling.
The following is a great example from one of my clients:
Paige had two wristwatches that needed to be fixed. Walking into the jewelry store she remembers thinking and assuming that something will get accomplished but probably only halfway, and this would most likely be a process where she would have to keep calling or coming back.
To her amazement, she was greeted with a smile and open arms, and the owner immediately confirmed to her “ no worries “…that both watches would be ready within a week and that she will call her personally when ready. Paige noticed in those few minutes that the owner was able to identify immediately what needed to be done. The owner even went as far as to call the manufacturer directly to confirm that she could get from them what was needed.
Paige remembered how she felt as she left. She felt like skipping! She was astonished that this kind of service still existed. It completely changed her attitude and her day. She was now smiling, and she felt fulfilled and also felt important! All this happened in a matter of minutes.
This experience completely changed Paige’s attitude and demeanor for the day.
- She felt valued!
- She was recognized from a previous visit.
- She sensed immediate hope.
- She was understood.
- She certainly felt important.
- She felt powerful because the process unexpectedly met her
expectations in minimal time.
The above mentioned are called people’s universal needs. This is what professional selling and customer service is. You are meeting people’s universal needs. It’s so easy but often overlooked. Try it for a day…to everyone, you come across…try making them feel important and see what happens!
