How Will You Keep Your Customers?

Storefronts like Banks are a doorway to local communities, however, in a very short period of time, customer may not walk into a bank unless for special occasions. This is why the phone skills needed in today’s market is key to the survival of any service driven company.

With this type of competitive market, companies don’t convince customers to use them with pricing, products, or with advertisement…they have to stand for something during their interaction. A company brand needs to be consistent and it shows when a customer is speaking to a front-line employee.

The customer facing employee has to believe in what they are doing is serving another human being. If they do believe this, the customer can hear it on the phone with their front-line phone representatives.

Every company, sales person, and or representative has to figure this out and do a deep dive; every team within a company needs to have their own brand too. If your market is relationships, you need to mirror that in your coaching, metrics, and development of the employees. You want to create something that will make you a magnet for your ideal customers.

For me, my passion is in connection/communication. It comes across in every conversation as I am always asking about development of communication skills by way of connection. It comes across in my writings, coaching, and relationships.

I believe through proper communication, many customer concerns with any company would be avoided, I believe with proper tone of voice, there would be a personal connection with the person on the other end of any conversation. I believe with communicating empathy, customers would see the employee as their advocate vs. an enemy. I believe that with the new age of technology and our changing customer demographics and employee mindset, communication, emotional intelligence, and the skills of our front-line employees will make or break a company brand.

I could go anyplace in the country and ask a crowd of people what does F.O.R.D stand for and there will always be that one person that would say “Found On Road Dead” or something else. Ford motors never advertised such a comment but it took one creative person in the 80’s to say it. To no surprise, it spread across the country and this was before social media. 

What will make a company stand out? 

Have Passion

I believe to truly be a company of the future which is approaching extremely fast, every employee, manager, and executive has to find what they are passionate about in their job. Each person regardless of degree, background, or skills all get dressed and show up to the same environment and if that environment is full of non-passionate people, you begin to resemble those around you and loose your own passion too. Then, your office becomes full of people with no passion. Managers then spend more time correcting the by-product of the lack of passion vs. truly fixing the real issues.

Be Responsible

As an adult you are responsible for your own success. You have to step back and ask yourself why would another department want to hire you. On paper, there is very little that separates people. Most people live only to the line of the masses. If you have a scorecard in your company, your employees normally look to make sure they are above the red line…that’s the majority of the people...just get past the low performers. There are only a few that chase the top of the bar. That’s the ones that stands out. Leadership gravitates to those whose work ethics are more like an entrepreneur. This is not favoritism but logical…you would do the same.

Question is, can anyone tell what your passion is, if so, what is it?