Dunvegan Blog

Customer Care Rules

 

You do know that  a "one size fits all" approach to customer care is unlikely to succeed in building strong relationships with all of your customers - right?

And, you already know that applying the Golden Rule, "Treat others the way you would like to be treated" does not work for everyone.

So, what's to be done?

The Platinum Rule, "Treat others the way they would like to be treated" has a much greater likelihood of success, not only with customers but with everyone!

But, how will you know how to treat them?

Observe their behavior and adapt to it.

If they speak quickly - you speak quickly. If they speak at a more moderate pace, you do the same.

If they begin every sentence with "I", you need to acknowledge and compliment them. You begin each sentence with "You".

Do they make decisions quickly? Once they start nodding, you need to stop talking or run the risk of talking them all the way to "No".

Are they reluctant to make a quick decision? Respect and acknowledge their need to contemplate and validate before deciding.

Want to learn more about how to apply the Platinum Rule? Just ask ... Anne Miner, 888-281-3074 or anne.miner@dunvegangroup.com

 

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