Russ, a financial planner, was on a sales call with a client who had a huge problem with stuttering.
As the man struggled to complete his sentences Russ felt an overwhelming urge to finish his sentences for him.
But a couple of weeks prior Russ had been in a seminar taught by Max during which Max shared that whenever you feel the need to say something that would interrupt a potential client you should visualize a sign that says “Shut Up”. The only way Russ could keep from finishing the man's words was to visualize that sign.
The meeting went well and Russ was successful in getting through it with interrupting even once.
When Russ finished giving the gentleman his value statement he asked what the man wanted to do. The gentleman told him he was going to invest his money with Russ.
What was the reason the gentleman gave for placing his financial investments in Russ's hands? Click here to find out.
Customer service is far too often thought of as being nice and friendly. Although both these traits are important they do not necessarily set one part from competitors. The secret to great customer service is empathy. That's the ability to get into the customer’s head and think like your customer thanks, to know their challenges and frustrations, to understand what makes them happy, to see their turn-offs, and understand what gives them pleasure. This is empathy in action.
When you master empathy you will constantly provide world-class customer service.
This is part of a series of anecdotes published by Max Impact, a Rochester Hills, Mich., based website that offers complimentary resources to business leaders, entrepreneurs, human resources professionals and trainers in an effort to help the get the maximum impact in their careers. For more business terms, click here.
© Max Impact, used with permission.
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