How do you turn an upset, frustrated customer into
an Excited, Loyal, Lifetime Customer?
Today, we’re continuing our four-part series designed to teach you how to do just that. Understanding your buyers & their frustrations and the importance of getting your thinking right are the first two things you must do.
Customers are usually frustrated for 3 reasons:
Understanding your customer and learning why they are frustrated is crucial. (For additional training on this topic, review the Understanding Goals section in the Excellence Roadmap.)
To understand your frustrated buyer know:
- They talk in non-truths. Often it is not because they are intentionally lying to you. It is usually because they remember an event in a slightly different manner.
- They’re stressed out. We’re all walking a tightly stretched tightrope.
- Their reaction is often not proportional to the violation. When something happens, it can cause your buyer to act disproportionately.
Don’t become offended. This is an opportunity to turn your upset buyer into an Excited, Loyal, Lifetime Customer.
What else do we know about frustrated customers?
Most people are good. Most people are reasonable.
Most people, in their heart of hearts, are good people.
We need to see through buyer’s frustrations into the heart of the person. This is where your thinking comes in to play. How you think about your buyers (independent of how they act), determines how you see your buyers.
If you think right, your actions & reactions will be right.
When your thinking is right about your buyer, you will understand why they are using non-truths, why they are disproportionately angry about the situation. You will understand they just want to be heard and to be helped.
(For additional training on hearing and understanding your buyer, review the Active Listening section in the Excellence Roadmap.)
Helping your customer requires you helping them feel comfortable going forward with the Sales Process. Understanding your customer is a critical to helping them feel comfprtable.