Helpful Expertise #1: Attitude
Exhibit a great attitude and your customers will feel like you really want to help them both now and in the future.
Jim Stein
Published Date: April 30, 2024
Think about these two words: Helpful Expertise. You’re most Helpful when you have a great Attitude, you’re very Responsive and you Personalize your communications to the individual customer. Your Expertise shines when you truly understand the specifics of the job and are able to provide expert Insights based on this understanding.
Quality Customers experience each company based on these five dimensions: Attitude, Responsiveness, Personalization, Expertise and Insights. Mastering each dimension gives your company the capabilities to consistently deliver Helpful Expertise and super-satisfy customers.
Attitude
Attitude is how a person comes across. It’s a feeling we get about someone’s mindset, mood, outlook and energy. We have a sixth sense when it comes to sensing people’s in-the-moment attitude. While some people are pretty consistent in their outward appearances of attitude, others vacillate. We sense attitude changes in friends, families and coworkers. One day Tom is upbeat and positive, and the next he’s surly and negative.
Quality Customers are very sensitive to Attitude because it signals your team member’s intent.
When customers encounter your team member who exhibits a great attitude, they feel like the person really wants to help them and will be good to deal with in the future.
Focus your team on great Attitude. Write it out. Talk it out. Lead by example.
Related Blogs
Force Success
Jim Stein
Ask most company managers and they’ll tell you the key to satisfying customers is to “do what the customer wants.” Although this is a reasonable answer, I believe in adding to this by embracing the philosophy of “do what the customer needs.” Although it takes extra time to educate a customer and merge their wants with newly learned needs, it leads to a more satisfied customer and it’s the right thing to do.
EGO and Customer Satisfaction: Part 3
Jim Stein
Establish up front what your customer expects from you by asking, “What results do you expect to see from our work?” When you understand the customer’s expectations, you can address any misconceptions before the work begins.
Latest Blogs
Force Success
Jim Stein
Ask most company managers and they’ll tell you the key to satisfying customers is to “do what the customer wants.” Although this is a reasonable answer, I believe in adding to this by embracing the philosophy of “do what the customer needs.” Although it takes extra time to educate a customer and merge their wants with newly learned needs, it leads to a more satisfied customer and it’s the right thing to do.
EGO and Customer Satisfaction: Part 3
Jim Stein
Establish up front what your customer expects from you by asking, “What results do you expect to see from our work?” When you understand the customer’s expectations, you can address any misconceptions before the work begins.