Customer Experience Vibe: Are You Being Generous or Greedy? #cx
by Kate Nasser |
Customer Experience Vibe: Do Customers See You as Generous or Greedy?
Everyone knows companies are in business to make money. Yet if customers feel that is the customer experience vibe of your company, you lose. Customers can sense greed and it repulses them.
But there is good news!
Customer Experience Vibe: Generous Not Greedy
Generosity is a giving attitude. It’s a focus on other’s needs — in this case those of the customers. A generous customer experience vibe says to customers, we are here for you!
Generosity doesn’t mean giving away the profits. It doesn’t require deep discounts. There is significant research to show that people will actually pay more for a product or service, when the customer experience is great.
Create a generous customer experience vibe. It’s irresistible to customers!
Great listening feels generous. Telling feels greedy as it seizes control of the moment. Great listening invites others’ thoughts. It is the generosity of an open-mind. It is a magnetic customer experience vibe that draws people back to you. Listen generously.
Flexible rules feel generous. Rigid rules feels greedy. One of the classic customer service training videos, Give ’em a Pickle, tells the story of entrepreneur and restaurant owner Bob Farrell who realized that giving an extra pickle could secure customer loyalty. Just one extra pickle when the customer requested it created a generous customer experience vibe. Find ways to be flexible with customers!
Clear communication feels generous. Smoke screens feel greedy. Being clear gives others information that help them make decisions and solve problems. This builds trust and brings customers back. Conversely, fast talking sales reps like some car dealers I recently met, seem greedy as they withhold information and create confusion. Telephone menus (VRUs) that spin people around trying to guess the right option, seem like greedy robots that suck up customers’ time while lowering companies’ costs. Remember, be generous and clear!
Win/win collaboration feels generous. Win/lose feels greedy. When you create a customer experience vibe of “we win when you win”, customers come back for more. When customers feel a power struggle between them and you, they move on.
Giving words feel generous; selling words feel greedy.
I’ll never forget the day I purchased some cosmetics in a large well-known beauty store. The sales rep was helpful and I bought what I went in for and two more items. Then the manager came up to the sales rep and said, “nice up-selling.” This remark changed the positive customer experience vibe I had to a distasteful feeling that they had manipulated me. I never went back. Customers don’t like to be sold; but they love to buy. ~Jeffrey Gitomer
Respecting customers’ preferences feels generous; being handled feels greedy.
I had an appointment with my dental hygienist and dentist for a regular cleaning and checkup. When I showed up, the hygienist led me inside, sat me in the chair, and then told me that my dentist wasn’t there that day. I could have the other dentist give me a checkup or skip it. They hadn’t called me in advance to tell me that. Basically, they decided what my options were to favor their hygienist’s schedule and their revenue. They should have called me prior to the appointment and asked me if I would like to reschedule or come at least for the cleaning. Professional service is about serving people not manipulating customers to secure revenue. Manipulation feels greedy to customers.
Clearly generosity wins the day.
Respecting Customers Is a Big Part of It
From my professional experience to your success,
Kate Nasser, The People Skills Coach™
©2014-2021 Kate Nasser, CAS, Inc. Somerville, NJ. I appreciate your sharing the link to this post on your social streams. However, if you want to re-post or republish the content of this post, please email email@example.com for permission and guidelines. Thank you for respecting intellectual capital.
Kate Nasser, The People Skills Coach™, delivers coaching, consulting, training, and keynotes on leading change, employee engagement, teamwork, and delivering the ultimate customer service. She turns interaction obstacles into interpersonal success. See this site for workshop outlines, keynote footage, and customer results.
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