Most of us who work in customer service tend to be a pretty friendly bunch. We have a natural ability to connect with people almost instantly and often ooze charisma without even realizing it. We’re accustomed to being described as having a ‘big personality’ and it plays a big part in what makes us successful in our chosen profession of serving others. But those same traits can blind us to bad habits we likely have picked up along the way that may be keeping us from truly putting customers first.
Pay attention over the next week to see if any of these saboteurs have crept into your game
- Making customer interactions about you – Let’s face it; you need a little bit of an ego to make it in this business. Without it you wouldn’t have the power of persuasion or the courage to negotiate, you’d likely get taken advantage of and marginalized by customers and possibly co-workers. But when customer connections start to become all about you and how fabulous you are, things have gone too far. No client likes working with someone who is constantly singing their own praises. Remember you are not the most important person in the room, when you put your clients first they will reward you with loyalty…and repeat business.
Break this habit – Notice how often you bring the story around to yourself, and just stop it! Let the conversation revolve around the client instead. Ask questions. Be interested.
- Worrying too much – Sure you have a lot on your plate – just like everyone else – you have responsibilities, bills to pay and all kinds of worries. You’re afraid that it could all come crashing down around you at any time. Not to say that these fears aren’t valid, but if you let them consume so much of your brain-time it’s bound to become a self-fulfilling prophecy. Playing the ‘what –if’ game is destructive. It’s a tricky habit to break, but you can do it! It can take a real leap of faith to trust that things will work out the way they are supposed to. But they will. All you need to do is do what is best for your customers and success will literally fall into place. Seriously.
Break this habit – Every time you find your mind starting to distress, do something for a client or co-worker or spend some time working on a project you’ve been avoiding. Keeping busy is a sure cure for a case of the worries.
- Being too professional – Yes really! Think about it, people want to work with people who are like them. Are your customers merely sources of income to you? Are they just tasks to be done? Or do you see them as real human beings with likes and dislikes, quirks, stories to tell…you know… interesting! The heart of customer service is making people less of a stranger. This doesn’t mean they all have to become your fast friends. It’s true some people are harder to like than others but I think you’ll find that most people are just like you. They have worries, fears, hopes and dreams. I can tell you from experience that once you take genuine interest in people your work will become less just something you have to do to make a living and more of something you actually enjoy.
Break this habit – Make it a point to ask each customer at least 1 question that has nothing to do with business. You’ll get to know them, perhaps like them which will make it feel more natural to put them first.
- Not being thankful – Sure you might say ‘thank you’ at the end of each transaction, but empty words mean nothing. You’ve got to FEEL gratitude if you want your customers to feel really appreciated. Always remember that everyone wants to feel valued.
Break this habit – Think of all the reasons to feel grateful for your customers. Don’t just list the obvious things like they are the reason you have a job. I’m talking about the smile they bring to your face on a tough day, their loyalty – even when you’ve messed up – the lessons you have learned because of them. We are here on this earth to grow through the interactions we have with the people we encounter – and that’s something money can’t buy.