More Tips for Fostering Emotional Connections with Customers

  1. Great Manners Make Customers Loyal – Customers enjoy getting respect and manners. Customers may not always be right, but they are always the customer. If they all decided to not return, you’d be out of a job!
  2. Listen to Learn, Not to Make a Point – One challenge we both had as parents was listening with no agenda. When our children expressed any concern, we’d feel the need to make a point, teach a lesson, or offer advice. Most parents have that challenge. When we stopped trying to be smart daddies and simply listened, our kids began to trust us because they felt heard and valued. Customers are the same; give them your undivided attention.
  3. Find Customers; Don’t Make Them Find You – Staff costs can be the most expensive item in the company budget. It can sometimes mean too many customers for the number of people to serve them. It also means being more assertive in finding customers to serve. Never let customers have to search for assistance. And, let your “how may I help you?” sound like you mean it.


About Chip&John

Chip R. Bell and John R. Patterson are customer loyalty consultants and the authors of several best-selling books. Their newest book is "Wired and Dangerous: How Your Customers Have Changed and What to do About it."
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