Customer Friendship

It started with an exercise for a senior living client.  One of their service standards was to make deep connections with their residents and family members.  Deep connections unleash poignant stories and special moments.  It triggers a bond that creates security and belonging.  And, it cannot come from a prescription!  You cannot formula or technique your way into a real, deep connection with a customer.  It is triggered from an authentic place where you are willing to be vulnerable and open.  We tried an exercise that asked people to talk about what it felt like to be a best friend and to create a best friend relationship.

It got us thinking about customers in general, not just those in an assisted living facility.  What if we served customers with the spirit of deep friendship?   Not, just polite, hosting, smiling behavior.  When you see a really close friend, you don’t think about smiling or hosting or politeness.  You just treat them like your best buddy.  You are comfortably real; not mechanical nice!  You are authentic; not superficial.  Treat your customers like you want them to be your best friend and see what happens!



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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