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

Who You Do Business With Matters the Most

Jim Stein

Most owners aren’t aware of how big a difference there is between fueling their companies with Quality Customers versus Bad and Second-Rate Customers. It’s the difference between a wonderful dream and a nightmare.

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.

Latest Blogs

The Deciding Factor

Jim Stein

Your potential customers’ brains are constantly absorbing signals from both your company and your competitors and then using these signals as a basis to choose. Each market signal that your company sends moves their “preference for your company” needle up or down. One of your signals will be the Deciding Factor: the one that causes a Prospect to pick your company.

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.