You know how the golden rule says ‘Treat others as you would want to be treated’? Well, it’s not exactly the way your customers want it to work. I know it sounds great in theory, there is even a terrific series of Discover card commercials where a customer calls the service center and the phone is answered by…none other than themselves! The customer is surprised and happy because things get resolved precisely the way they would resolve their own dilemma.
The trouble is that not all customers are exactly like you, nor do they want to be treated in the same manner that you would. You clearly cannot magically transform into your customer to know how they want. So, short of learning to read their minds (which if you could only do it, would be truly handy!) what other way do you have of quickly figuring out how to best ‘handle’ your customers so that you can be of service in a way that will absolutely delight them?
You can learn to identify their main personality traits out of 4 distinctive groupings. The thing is, very few people are just one personality type, but rather a mix of 2 or 3. However, with a little practice you can learn to recognize their dominant style very quickly and be able to adjust your own manner to best work with them. The next time you are at work or just out and about, see who you can recognize in these descriptions.
Trailblazers – Self-reliant and strong willed, you’ll know a bull when you meet one. They walk in like they own the place, are confidant, and can sometimes appear impatient. Bulls hate when people ‘waste their time’ so get them what they want already!
They also want feel in control so don’t try to take away their perceived power – or you may feel the Bull’s horns!
Scholars – Are very logical, analytical and detail oriented. A scholar has already done their research and knows exactly what they are talking about. They love the act of planning. This personality seeks logic and order. Give scholar handouts or other information if you have it.
Know your stuff. Never try to bluff your way through with a scholar – They are very perceptive and they’ll see right through you.
People Pleasers – Gentle and diplomatic. People pleaser’s thrive on consistency and cannot bear conflict of any kind. They continually seem to be asking others what they think about… People pleasers often take forever to make up their mind. Make them feel comfortable by asking them straight out who else is important in making this decision and encourage them contact that person on the spot.
Be sure not to show impatience with this personality type or you’ll risk them ‘shutting down’ or stepping away either physically or emotionally.
Social Butterflies- You can see (and possibly hear!) this person coming a mile away. Social Butterflies are exuberant, expressive, fun-loving and often dramatic. It is really easy to get them hot and bothered about things. Social Butterflies are impulsive and tend to make up their mind very quickly once you get them excited about something.
But – this personality type can be flighty and is more prone than others to experience buyer’s remorse, so be sure to follow up with them post-sale.