4. Have comfortable seating (for your customers) - we know
you spend most of your workday sitting in your office chair and that's why is
should be a comfortable one, but the same is valid for the customers, so you
need to have some comfy chairs for them in your office, too. Take a seat in one
of the chairs that isn't your own and test it - is it squeaky? Does it breaks
your spine slowly? Does it feel like it is going to break apart any second? If
you answer "Yes" to even one of those questions - loose the chair and
get a good one;
5. Have some quality pens - maybe you decided to cut corners
with pens, maybe branded pens with your company's logo, telephone, website and
a brief display of your best products on them are in fact a good idea, but
having a pen that is out of ink is not good at all. There is nothing more
frustrating for the customer (and you) to continuously scratch the contract
with an empty pen. So, no matter how expensive the pens on your desk are - make
sure they are full and working;
6. Add a personal touch to your workplace - sure, the desk
must be clean and clutter free, but having a single piece of memorabilia or a
picture with the family will show to your customers that you actually are a
human being with hobbies and maybe a sense of humor. Moreover, a university
picture or a Star Wars wobble head are sometimes a great conversation starters
and can elevate the communication to a more personal level. Which will grant
you a sale;
7. Take notes while customers speak - jotting down notes on
a notepad while your customer is explaining what exactly he wants from you and
your company is the best way to say "Yes, You are a high priority to my
company and I do care about every single detail". You don't even have to
write down actual things (although it is better you do if there is something
important), it's just a nice gesture that shows that you want to understand the
problem and follow up on it;
8. Verify your actions - when the meeting or call is
finished, don't just shake hands with the customer and show them the door, instead
- explain in a full detail what actions you are going to take next on their
problem and ask for their confirmation on every step of the plan. This way, the
customer will know that the meeting (or call, or email) has been effective and
that things are going in the right direction for them.
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1. Getting Back a Customer
2. 4 Things You Need to Forget When Advertising on Facebook
3. Through the 9 Circles of Customer Hell