In Your Customer’s Shoes

November 9th, 2010 by The Franchise Development Team

According to Bob Belson, author of 1001 Ways to Take Initiative at Work, a key part of being able to take initiative is to identify with your customer’s position. Understanding what a customer really wants or needs is essential to delivering on that need.  Yet the longer you are in a job, the more likely it is for you to lose empathy for your customer.  Here are ways to keep your customer focus fresh:

We Are All Customers

Pay attention to how you are treated as a customer.  Who gives you undivided attention and makes you feel welcome?  How do you react to such treatment?  Ask others who provide exceptional service how they are able to do it.  What keeps their approach to dealing with customers fresh?

Identify Needs and Solutions

When you deal with a customer, put yourself in their position.  Ask the customer how they would like you to resolve their problem.  Identify multiple solutions to increase the chances that you can meet their need.  Be pro-active and experiment with various solutions and scenarios.  Follow through and meet their need.

Have Fun

Focus on enjoying your job and enjoying your interaction with customers.  Vary the way you go about your daily tasks whenever possible.  Be in the present as you focus on dealing with others.

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