Surviving in a Down Economy, Step One - Be Nice
Posted by: Carl Smith on Friday January 23, 2009
OK, it may sound like common sense to be nice to people who want to pay you money for something you know how to do. But stop and think about how often people treat you like crap every day when you try to give them your money. I don’t care if it’s buying lunch or a car, when someone is rude or indifferent to you it’s a feeling that sticks. By the same token, if someone goes out of his or her way to make sure you’re satisfied you remember that too. How often has someone said to you, “They cost a little more but it’s so worth it.”
With the economy in a downturn it’s even more important to remember how important the customer is to your success. Now this doesn’t mean the customer is always right. If they were they wouldn’t need to hire you. But it does mean the customer is always important. So when they have a concern, even one you think is silly, listen intently. Even if you do nothing more than hear their complaint or concern it will make everything better. Whatever you do don’t cut them off mid-sentence! Let them finish and then educate them on a better way. You’ll be surprised, once you start listening, how often they expose a great idea that can really help your business.
Another factor to keep in mind is every day there are more companies closing and more layoffs spawning new cheap labor in every industry. So get ready for a new wave of increased competition between those strong enough to survive. When you can point to references with the confidence of a good endorsement it makes a big difference.
As the world moves from a sellers market to a buyers market it’s not just enough to have a great product. The buying experience matters. And if you’re in a service industry like we are the buying experience lasts for weeks.
Every contact with the client or consumer needs to re-affirm that they made the right decision in hiring you. It can be as simple as asking a question about how things are with genuine interest. No matter the state of the economy, word of mouth is the biggest factor in any company’s success. Happy customers love to talk about how smart they were to hire you. Upset ones feel it’s their duty to warn others to stay away. A few positive minutes in every customer interaction can be the extra boost to new leads that keeps the doors open. Plus, it’s the right thing to do!
Stay tuned for Step Two-Be Flexible.
Comment RSS Filed under: Business, Interweb
Jonathan Kochis
01.30.09 at 10:14pm
I’ve always been amazed at how poorly some people in our industry treat their clients. Everyone should read this post and put the suggestions into practice – it’d do wonders for all.
Carl Smith
02.12.09 at 11:50am
Thanks Jonathan! Not sure how I missed your comment before. A lot of people I know say they’re glad some people are rude because it makes clients appreciate them more. I couldn’t disagree more. It makes potentially great clients gun-shy. All the best.