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What do you do if your assertiveness is driving away customers?

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Assertiveness is a valuable skill for customer retention, as it helps you communicate your value proposition, set clear expectations, and handle objections. However, if you overdo it, you might end up pushing away your customers instead of persuading them. How can you balance assertiveness and confidence with empathy and respect? Here are some tips to help you avoid the pitfalls of being too aggressive or arrogant in your customer interactions.

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Jermaine Edwards

Teaching CEOs and Customer Leaders how to build organisations their customers never want to leave | Customer Strategist…

1 Know your audience

Different customers have different preferences, needs, and personalities. Some might appreciate your directness and confidence, while others might find it rude or intimidating. To avoid alienating your customers, you need to know your audience and adapt your style accordingly. Use cues such as their tone, body language, and feedback to gauge their level of comfort and interest. If they seem defensive, annoyed, or bored, you might need to tone down your assertiveness and focus more on listening and understanding their perspective.

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Jermaine Edwards

Teaching CEOs and Customer Leaders how to build organisations their customers never want to leave | Customer Strategist | Advisor | Author | International Speaker | Investor and CEO of Irreplaceable Advisory Group
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If your assertiveness is driving customers away. Let's be very honest. This is more about self awareness than customer awareness. Counter to what has been shared. I'd ask for feedback from colleagues. Go back to clients you may have offended acknowledge and apologise and take appropriate steps to make it right. Until you address your own behaviour the process and recommendations shared will have little impact.

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Christos Allen

Founder of Human Guided Learning ?? | Guiding You to Unlock Your True Potential ?? | Self-Discovery, Confidence, Behaviour, Performance & Wellbeing ??
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If your assertiveness is driving away customers, it's important to reassess your approach and consider making some adjustments. Here are some steps you could take: - Reflect on your approach - Listen more - Adapt your communication style - Focus on relationship building - Seek feedback - Training and development - Find a balance Remember, it's essential to maintain a customer-centric approach and prioritise their satisfaction above all else. Adaptability and a willingness to learn and improve are key to overcoming challenges in customer interactions. Add a bit more H2H (Human2Human) in your approach which focuses on the personal connection and business relationship rather than just B2B which focuses on the transaction.

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2 Choose your words carefully

The words you use can make a big difference in how your customers perceive your assertiveness. Avoid using language that is too harsh, demanding, or absolute, as it might come across as disrespectful or arrogant. For example, instead of saying "You have to do this" or "This is the best option", try saying "I recommend this" or "This is a great option". Use positive and polite words, such as "please", "thank you", and "appreciate", to show your gratitude and respect. Also, avoid interrupting, talking over, or contradicting your customers, as it might make them feel ignored or dismissed.

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3 Show empathy and curiosity

Assertiveness does not mean ignoring or dismissing your customers' feelings, needs, or opinions. On the contrary, it means showing empathy and curiosity to understand them better and build rapport. To do this, you need to listen actively and attentively, ask open-ended questions, and acknowledge their concerns and objections. Show them that you care about their situation and goals, and that you are not just trying to sell them something. By doing this, you can create trust and credibility, and show them that you are on their side.

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Jethro Chester Grant

Associate Publisher at Best Version Media | Sales and Marketing Expert | Helping Businesses Grow and Thrive
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Talking to customers is about listening and understanding their needs. it's not just about making a sale. it's about fitting what we offer into their lives, Maybe by improving what they have or saving them money. having options at different prices helps me everyone's budget. and remember, even a small message can make an impact hyphen like a whisper that's heard over silence. we solve their problems first then we can offer more this bill's trust and keeps them coming back.

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4 Provide value and evidence

Assertiveness is not just about stating your opinions or preferences, but also about providing value and evidence to back them up. To convince your customers that your solution is the best for them, you need to demonstrate how it can benefit them, solve their problems, or meet their needs. Use specific examples, testimonials, or data to show them the results and outcomes they can expect. Also, explain how your solution is different or better than the alternatives, and address any potential drawbacks or risks. By doing this, you can show them that you are confident and knowledgeable, but also honest and realistic.

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5 Seek feedback and agreement

The ultimate goal of assertiveness is to reach a mutually beneficial agreement with your customers, not to impose your will or opinion on them. To do this, you need to seek feedback and agreement throughout the conversation, and make sure that you are on the same page. Ask them if they have any questions, concerns, or objections, and address them promptly and respectfully. Ask them if they agree with your points, suggestions, or proposals, and confirm their interest and commitment. Also, ask them for their feedback on your communication style, and adjust it if needed. By doing this, you can ensure that you are not driving away your customers, but rather retaining them and satisfying them.

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6 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?

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What do you do if your assertiveness is driving away customers?

1

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3

4

5

6

1 Know your audience

2 Choose your words carefully

3 Show empathy and curiosity

4 Provide value and evidence

5 Seek feedback and agreement

6 Here’s what else to consider

Customer Retention

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What do you do if your assertiveness is driving away customers?

1

2

3

4

5

6

1 Know your audience

2 Choose your words carefully

3 Show empathy and curiosity

4 Provide value and evidence

5 Seek feedback and agreement

6 Here’s what else to consider

Customer Retention

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