advertisement

Are You Taking Your Customers for Granted?

45 %
55 %
advertisement
Information about Are You Taking Your Customers for Granted?
Health & Medicine

Published on March 5, 2014

Author: dboice

Source: slideshare.net

Description

We have ways to help you improve your connection (and therefore your profit) with your customers and patients. Are you using these or are you taking your customers for granted?
advertisement

Connecting to Your Customers/Patients: Tricks Relationship Counselors Use Presented by: Boice Counseling Don Boice, LCSW-R donboice@boicecounseling.com (585) 802-1273

Agenda 1. Introduction 2. Main Points A Better Relationships Come From Better Listening B You Can Build Rapport Better C Empathy Makes You Feel Better, Too 3. Review/Summary 4. Questions and Answers

Relevance • I know people who have gone to their hairstylist more often than needed simply to get human connection. • What percentage of visits to the doctor’s office are stress-related? Human connection makes everyone feel better. • How does this issue touch your life? • What can you do about it right now?

Relevance • When you connect with your customers/patients you demonstrate your humanity as well as your business ability • When they feel connected to you, they return, add to your sales, refer others and tend not to sue you

Main Points A Better Relationships Come From Better Listening B You Can Build Rapport Better C Empathy Makes You Feel Better, Too

Better Relationships Come From Better Listening • How do you start building the relationship? • Are you factoring in how they like to communicate? Based on age, gender, field of interest, education, personal preference • How do you know you are helpful to your customers/ patients? Do you ask?

Better Relationships Come From Better Listening • How does this topic relate to the bottom line? • What patterns do you notice in your work related to building a relationship? • How have you used this in the past?

Are You “Tuned In?” • What do you do to show that you are eager or curious to get to know them? • Do you follow up and clarify when they talk? • Are you listening “between the lines” when they talk?

Listening Tips • Lean forward, if facing them • Make soft eye contact, taking breaks from it • Demonstrate that you are listening by back-channeling-”uh huh” “oh” “right” • Clarify/paraphrase if you are not sure what they mean

Listening Tips Continued • Let them know you • • • respect their opinion Try to show that you “get” them Validate more often and practice it Don’t share your opinion right away • Show them that you • were paying attention and noticed them Everyone wants to be noticed, understood and ultimately appreciated

You Can Build Rapport Better Obstacles •Triggered- I got distracted when you mentioned… •Daydreaming or easily distracted •Not cooperative- I do not want to bond •Fix or problem solve- tends to be masculine style •Forgetting- they are telling you what matters to them, take notes if you have to •All about me- talking too much can come off as self-centered

Bond Better- Blocks • What blocks do you have within yourself to listening, and listening to this particular person or group? • What steps can you take to resolve this issue?

Deeper Rapport Manage their experience without being negatively manipulative: •“We are in this together” •“I like you; you are similar to me.” •“I can relate” •“You are my people”

Pay Attention, Then Match • How are they sitting? • Can you sit like they • What volume are they • • are sitting- mirror image of them? How fast are they speaking? • using? What tone and what words are they using? When people have someone who speaks like them, they relax.

Are We Alike? • Deeper bonds are faster if they sense similarity • It is as if they do not need to explain themselves as much and they feel understood • Matching eye contact, music, words used and clothes – all convey “these are my people”

Empathy Makes You Feel Better Too • Empathy =Walk a mile in my shoes • We buy (not only products and services, but ideas) from people we trust. • How can you increase their level of trust? • How well do you know your customers/patients? Are you curious about them? • Anticipate-what would you want if you were them?

Empathy Makes You Feel Better, Too • Human connection feels good • If you are excellent at getting connected to your customers/patients- you are good at business • How can you use this material in other areas of your life?

To Return to Where We Began A Better Relationships Come From Better Listening B You Can Build Rapport Better C Empathy Makes You Feel Better, Too

Action Plan • How would things change if you implemented the ideas we talked about? • How will you commit to applying this to your life this week?

Questions • What questions do you have that have not yet been answered? • When you think of a question, you may reach Don Boice, LCSW-R at (585) 8021273

Add a comment

Related presentations

Related pages

Are You Taking Your Customers For Granted? - Improving ...

Improving Customer Service. Issue # 70 of 70 : By: Dr. John T. Self. Are You Taking Your Customers For Granted? ... Are you taking your customers for granted?
Read more

Are you taking your best customers for granted?

Just as with other relationships, it’s easy to take customers for granted – especially those you’ve had for a while. It’s important to remember ...
Read more

Are You Taking Your Best Customers for Granted?

Just as with other relationships, it’s easy to take customers for granted – especially those you’ve had for a while. Whether you sell to individuals ...
Read more

Are You Taking Your Most Loyal Customers For Granted?

Rural tourism businesses aren’t the only ones who spend buckets of money and untold hours trying to attract new customers while taking their loyal ...
Read more

Are you taking your best customers for granted? | Bunting ...

Are you taking your best customers for granted? June 14th, 2012. Just as with other relationships, it’s easy to take customers for granted – especially ...
Read more

3 Ways to Deal With Being Taken for Granted - wikiHow

How to Deal With Being Taken for Granted. You were taught to ... if you feel that your boss is taking you for granted because s/he always gives you the ...
Read more

50 Things Your Customers Wish You Knew | Remarkable ...

Here are 50 things your customers wish you knew: about them, about how they see you, ... If I don’t think you’re taking me for granted, that is.
Read more

Quotes About Taking Things For Granted - sidsavara.com

Some Great Quotes About Taking Things For Granted “All your youth you ... Some Great Quotes About Taking Things For Granted “All your youth you want to ...
Read more

Five Ways to Show Customers You Care - Entrepreneur

Five Ways to Show Customers You ... for granted. Regularly communicating that you care ... would with customers. Remember what your mother told you: ...
Read more