Do you like being treated just like everybody else? ”Yes?” …You weirdo.
I have to say that equality is great when it comes to things like government aid and whatnot, but when it comes to sales & marketing customer experience strategy, you know what really peeves my customers off? Being treated just like everyone else. Everyone wants special treatment. They want to be recognized as individuals. They want the very best we have to offer. They want us to address their unique persona and situation as though they are the only other person in the world.
Hello – Is there anybody in there? Just nod if you can hear me
Last Friday, when I was calling prospects, I noticed that I was starting to get kind of bored. I had inadvertently entered a tele-creepy kind of zone. Meaning I start to talk to everyone exactly the same and eventually – they started to tune me out! When I realized what was happening, I snapped out of it and begin to relax and relate to each person as though I was stuck on an island with them. (and only them) My tone changed. My attitude changed. My prospects attitudes also changed. We began looking for help together.
Welcome to Quagmire Island
Imagine for a moment, if you will, that you are stuck on an island with this person and only this person for an undetermined amount of time.. you would be forced to depend on each other for conversation, for life support, for protection from the wild critters, for gathering food, keeping each other from going crazy and hopefully mustering a rescue effort somehow. That’s a big quagmire and a lot of togetherness… you have little choice but to work together. You need them and they need you. They are the only person in the world to you right now.
No Mayonnaise In Ireland
“No man is an island entire of itself…”
This person on the other end of the phone may be a clod but they are part of your continent. If you will treat them as a precious and unique portion of your business, you will seed a change and connect with them in ways many others will not.
My new quagmire island customer experience strategy? Be careful of the zone on the phone. Make a conscious effort to treat whomever I am speaking to with great respect. My life depends upon it. We are in this together.