Are you actually listening to your customers?

Are you actually listening to your customers?

So after a couple of back to back issues with my PC I finally made the switch to a shiny new Macbook Pro and am loving it. I can say I love the simplicity of this thing. It’s fast, clean and simple, which I totally appreciate in my usual crazy hectic world.

This all started when the fan on my laptop was dying and needed to get it fixed ASAP. As you can imagine, I can’t work without my computer and I found getting it fixed was more of a headache than I could handle. I’d be completely down for almost 2 weeks.

Now, this isn’t a Mac VS PC thing but I wanted to share something that came up during my stress of getting it fixed that I think we all need to pay more attention to.

I called around and sent emails to a few different repair shops to see about getting it fixed and how much it was going to cost.

Now, I’m not your usual customer when it comes to computers. I’ve been in the industry and built many of my own computers years ago. I did the research to find the part. I had already done all the usual trouble shooting stuff (AKA blow out the fan, check Bios settings, etc). I even found a tutorial on how to take it apart myself.

I decided my time was better spent not doing it myself and working on something else while someone else worked on my computer.

I gave all my research and even links to the techs I called on to make their life easier.

It amazed me what I got back.

One didn’t read most of what I sent over and didn’t answer most of the questions I sent them. On top of it, they were almost double the cost of everyone else.

To add even more fuel to the fire, when I responded asking the questions again, they didn’t even reply at all. (Knowing how a lot of techs are, I’m sure he didn’t like me questioning him at all.)

I was shocked about the lack of customer service from these guys.

Almost every industry out there is a dime a dozen any more. None of us can afford to just blow off prospects. There’s always someone else willing to answer the questions and even work a bit harder to get their business.

When your customer asks a question, they have a legit concern. They need answers. Not someone to treat them like they don’t deserve to know.

When you’re in business, you have to convince your prospect you can ease the pain they have. it’s as simple as that.

That means educating them to what’s going on.
That means answering the concerns they have.
That means making them feel like you actually care about them as customers.

I see this all the time but this one brought up the fact that it needs to be talked about.

I think most of us are guilty of this at one time or another but we all need to be conscious of actually listening to our prospects and clients.

You can’t expect them to walk blindly behind you and do everything you say without question. They’re not questioning your motives. many truly want to know and need more information to feel comfortable that you’re the right person for the job.

It’s not something that’s hard to do but the hard part is being aware and actually paying attention to make sure you’re giving them what they need to make a decision they are comfortable with.

Stop and re-read the last email you got from a prospect. Did you miss anything?

Read them twice before responding and make sure you got everything and answered their questions. Be detailed.

In fact, give them more detail and information than they actually need. It tends to make them feel you’re really looking out for them and want to help. Even if they don’t read 90% of it.

The next time someone calls asking about your pricing, stop and ask them more about the issue. Make it a bit more conversational and don’t be afraid to give them a few tips that might help them out other than just paying you. Most of the time, they will totally appreciate it and you’ll gain a raving fan for life. The referrals you get could easily outweigh the one time fee you got by making them pay you before giving them anything of value.

With that, I’m off to reply to a couple of client emails!
🙂

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About The Author:
Ely DelaneyEly Delaney is a dad, Best Selling author, speaker, marketing consultant and Founder/CEO of Your Marketing University. His goal is to teach marketing in a simple easy to understand format businesses can use to help gain marketing ideas & market their businesses to boost sales.

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