Are you regarded simply as a supplier?
Are you a supplier of choice?
Do your customers engage with your business and choose to become involved?
- Influence those parts of your customer’s experience over which you have no influence?
- Help customers to take full benefit of your service by learning about your product in the way they prefer to learn?
- Help your customers become better at being ‘good’ customers?
Participant Comments included:
‘Extremely motivating & linked to subject matter’
‘Engaging’, ‘Clear & Concise’ & ‘Brilliant’
‘Good & very relevant course’
‘Good presentation, enjoyed it’
‘Good speaker with lots of humour. I really enjoyed the films’
Our Client said:
“An engaging and thought provoking session which prompted healthy debate and discussion on the need to connect emotionally with both customers and colleagues”
In my previous blog I took a light hearted look at the incident of my car breaking down in France. I wanted to illustrate how little we know about our customer as we make our initial greeting. They come into our sphere of influence carrying their baggage in a myriad of forms and we are expected to give them our best possible attention.
But it wasn’t. By then, dressed in tight lycra cycle shorts, and a bright yellow jersey I may have easily been mistaken for one of the travelling Circus performers. I was now overtaken by the moment. Severe disappointment loomed and I, overcome by a childish tantrum, wrenched a branch from a nearby Sycamore and proceeded to thrash my car with it, Basil Fawlty style. All of this was being closely observed by two acrobats, a Circus ringmaster, llamas, a goat, a small pony and assorted poultry.
As I stopped to catch my breath I caught a glimpse of the startled crowd. It seems that even seasoned circus performers had never witnessed such an outrageous display. My wife handed me a phone and the number for the RAC.
When Steve Rowe arrived at work that morning there is no way he could have envisaged that later that day he would be engaged in a meaningful conversation with a lycra-clad, overheated, frustrated cyclist customer who had just humiliated himself before an entire Circus (and Zoo).
Well done Steve. He managed understand what was going on and most importantly me. He sorted tow trucks, garages, taxis and I even got to ride my bike back to our accommodation from the garage. Every customer is unique; it’s just that some are more unique than others. RAC I salute you.
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