Stories move people!

Beauty with Intention!

As a former sales executive/trainer and customer service guru I marvel at some of the tactics / choices of professionals to get connected to customers/clients.

One tactic that caught my attention, was hearing an advocate help a customer who was furious about how they were treated and what they expected in resolution. The advocate listened intently without interrupting and waited for an opportunity to chime in. When the customer finally finsihed venting, the advocate calmly said, "I can help you!" The advocate did NOT say, I can solve your problem, they clearly said, "I can help you!"

When working with a customer or client, its easy to get in "fix it mode" or "solve it mode!" What's interesting is there is nothing to solve for the customer without first understanding what the issue is and to get that understanding, takes listening with a clear mind, no opinions, no preconcieved notions, just presence, so you can hear what is said, and what is not said!

Here is the tricky part. As an advocate, you get to send the message that you are on a journey with your customer/client and your own tone, questions, suggestions tell a story! You are the doorway to your employer and you want to make sure you represent!

The textbooks would say, show empathy, concern, understanding, match the intensity, etc.... All good suggestions, but if you dont understand the (story), getting to solutions or the fix will only solve a portion of the problem. You gotta feel the pain, and frustration of your customer/client without getting caught up, versus what you are hearing as it relates to what is in your toolkit.

Here is what the advocate did to make "I can help you" come alive!

First the advocate, acknowledged the truth of the situation.

(That was a terrible experience we left you with), (and I do understand how frustrating this is!) (If I was standing in your shoes, I would have reacted the same way.) (What you experienced is not what we want our valuable customers/clients like you to go through).

ACKNOWLEDGED, OWNERSHIP, ACCOUNTABILITY

Aligning yourself with the customer/client through the above experience creates a synergy/journey vibe of a caring hands approach. You might say, "that' not me!

You can still be who you are but show yourself as someone who understands the importance of being understood, which is way more powerful than spouting the company line. Helping customers/clients is personal! And the best advocates understand that answers sometimes are not enough, so becoming an expert in the products/services of your company is NOT the goal. Helpful but not the end all. Anybody can become a product/service expert, its those who can become people experts, knowing and demonstrating how to CONNECT to people are the real hero's.

Think about the "best" customer experience where you did NOT get what you wanted. I would bet, the advocate made you feel heard, understood, like a best friend, and made you feel as if you were standing right next to them! That's connection! Tell your story to your customer as if they are the most important person your talking to, and you will ALWAYS be connected. The customer may not like your NO but their understanding, attention, and satisfaction will create brand loyalty beyond measure.

Its about connection which will create satisfaction beyond, products and services.... Share your Story!