How Do You Get Into Your Client’s Headspace?
This month we did an exercise around how your client feels when they walk into your territory and field of expertise to have you address their needs. We blindfolded a few folk and had other folk lead them without touching them! Then we related this back to what the client needs, especially if they are in emotional states. This is what we learned from just our Trust exercise alone! (We blindfolded a few folk!)
– You are the leader/authority/specialist and the customer needs your leadership to shine
The staff were amazed at the feeling of ‘blindness’ and ‘disorientation’ their customers feel when they first engage their services. They could link the blindfold exercise to their customers’ feelings at the beginning of handing over their phones to ‘strangers’ to be ‘fixed and made better’. Do you ever assess how emotionally disorientated your customer feels in their first engagement with your business?
– Make the clients feel it in their bones!
Everyone from the receptionist to the technician recognised that each client was making a TRUST TRANSACTION! That being said the customer needs to feel that they can trust you in their bones. Looking at them blankly or with attitude, getting snotty and snappy with them because they’re being ‘rude’ or ‘demanding’ doesn’t create a feeling of being held and safe. Neither does not having the information that is basic at hand or having a confident phrase/action to assure them that you will find that vital info and get back to them asap!
– Be clear, firm and compassionate when leading your clients
This was interesting – the leaders of the blindfolded folk suddenly felt an enormous responsibility for leading this vulnerable person that couldn’t navigate the room without their guidance. They voiced that they began to doubt if they were being clear enough for a ‘blind person’, who is not familiar with this terrain to navigate it with confidence and reassurance. How often do we assume and not offer sufficient information or details that will make the client feel safe in this unfamiliar territory. Are we compassionate along with being clear and firm? Do we voice that we know this is important and that we have the best route possible to get them to terra firma?
– Managing the expectations
Prepare your ‘blind’ customer for the landscape of the task that lies ahead. Caution them about the potential ‘dangers’, blockages or delays that may occur in the process they’re about to embark upon with your business.
– Don’t become casual & desensitised
They realised that, although they see hundreds of phones a week, each phone meant an enormous amount to the client bringing it in (almost akin to a ‘baby’ in some instances). The technician even voiced a few things that could be improved in the way they handle the actual product and increased the information to the client.
Lastly – and most important – you are the navigator to your ‘blind’ customer. No matter how loud, obnoxious, impatient or ‘know it all’ they become, they wouldn’t be there if they could figure out how to solve their need for themselves. Don’t be swayed, bullied, coerced or flattered into promising that which they want to hear if you cannot guarantee the delivery of it! Trust is based on truth and truth is easily broken if you over promise and under deliver!!!