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How Do You Make Your Customers Feel?

By December 12, 2012Blog

How Do You Make Your Business Connections Feel?

Is It Conducive To Your Success?

Maya Angelou once said, “People may not remember what you did or said but they will always remember how you made them feel.”

I just love that quote because it is so true and yet so easily overlooked by people in business.

You may tell your prospects and clients why you are the number one firm in your industry, how amazing  you are at getting results or how quickly you will deliver their desired product or service, but if you don’t make them feel a certain way, then they probably won’t buy from you.

Yes we buy products and services from people and businesses that we like, trust, respect, get on well with and feel looked after by, whether they’re the best in the industry or not, but it goes much deeper than that.

Every moment of interaction you have with people adds another layer to their perception of you and your business, whether it’s on email, face-to-face, over the telephone or via social media.  In this fast-paced world of various forms of remote communication and distractions pulling your prospects and customers in so many different directions, how do you hold their gaze to ensure they buy from you?

You can gain the competitive edge by giving people what human beings still want as the social creatures that we are – a real, warm connection to another human being, albeit just as and when required.

Clients are very savvy at detecting how valued they really are as a client by the way you treat them before, during and after the sale.  It’s not just about ticking boxes – note to self, must say “thank you for your custom” and “please don’t hesitate to contact me with any questions you have” – it’s about how you feel in those moments when you are interacting with them.

Here’s the thing, how you feel often emanates from your body in the form of non-verbal communication as well as in the form of, dare I say it, your energy.  I assure you, I am not some hippie chick sat here with daisies in my hair and a peace sign on my chest, but your mind and body do pick up on energy from others.  It’s funny how you can sense so much about someone from the “vibe” you get from them, when you tune into it.

So imagine, there you are thinking you are saying all the right things to your prospect or client and even smiling at the right moments and are sure they will buy from you.  However, inside you’re feeling fed up of answering their repetitive questions or you just can’t wait to get away because it’s the end of your working day or you’re preoccupied with other things on your ‘to-do’ list.  You may believe the prospect/client sees your outward behaviour but chances are they are getting insights into your internal thought processes and feelings, too.  Even if they can’t put their finger on it, something about your demeanour has whispered if not screamed, I’m not really feeling as caring or attentive as I want you to think I am; I’m not being authentic.  Little by little, that prospect or client is mentally withdrawing from you.  Little by little, that sale is slipping out of your hands, along with the new purchase it was going to help you to secure with the commission.

What’s on the inside will affect what appears on the outside and what you transmit to your prospects and clients, business associates, staff and business partners.  Be aware of and take charge of your internal dialogue, and corresponding feelings, so that you can increase your sales, commissions and profits.

Join the discussion 4 Comments

  • You make such a valid point in this, one can lose a sale because we have a bus to catch. I love the Maya Angelou quote and the ‘people buy people’ truth. Great reminder!

    • Sam says:

      Aw, thank you so much for commenting, Mary. Glad you enjoyed reading the article. Yeah, the quote says it all, doesn’t it! 🙂

  • Jayden Chu says:

    Getting to the good side of business prospects is certainly one thing that you should be aiming in inside sales. Appealing to their feelings, to their emotions, is a very effective way to win business leads. Of course, as your article had said, it will depend on just how well you know yourself and your feelings in the job.