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.
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