How to impress
A Customer In Retail
How To Connect With Customers Like A Friend
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hey it's 7:00 right here in this video
you will discover a key to customer
experience management for more advice
and tips to help you in business make
sure to click the link you see in this
video earlier I mentioned that we have
this channel we go on to almost it's
like business communication mode where
you're talking to your friends and
you're saying hey how's it going hey
would you do the other day oh great man
did I tell you about this and then a
customer calls and we're like hello yes
Evan pagan speaking altitude program
what can I do to help you let me check
my manual and get back to you is that
what people want no they they truly want
when you call for you to say hi how are
you I'm glad you called what can I do
where yeah what's your problem what's
the situation you're going through what
do you need what can I do to help how
can I assist you getting what you want
it's a different mode of communication
it's a different way of communicating
and you can do it in a professional way
okay when your customers call you don't
have to go a dude whatup it's altitude
and you can find that happy medium hello
Frank would like it if I answer the
phone that way a lot so let's talk about
the way that you build a relationship
with another person I've thought a lot
about this as you might imagine coming
from the dating advice world and also
from marketing and I see that there are
a lot of parallels and ultimately the
more you do things the more you do
different things the more you study
different processes especially processes
that involve humans the more you see
that there are a lot of commonalities
and what I've seen and I realize I'm not
the first one that's ever seen this but
we all go through a few simple general
steps when we're connecting with and
making friends with another person the
first step we go through is attention
where we have the attention of the other
person or we get their attention there's
some attention-getting thing you're
going about your life and all of a
sudden this other person's there and
they've got your attention you stop what
you're doing and you pay attention to
them the next step is connection there's
some connect some
we're right oh you're a Padres fan I'm a
Padres fan you love Jethro Tull
I love Jethro Tull you're in marketing
I'm in marketing you live in California
I live in California it's always some
connect that happens starts this rapport
building process but there's always a
connection there's got to be a connector
and then finally there's a commitment we
get past the connection and we say you
know what this is something that I'm
going to be committed to this is a real
this is a friend this is somebody that I
want to have a relationship with and
when you have that attention connection
commitment process happen this is not
something that happens intellectually
right we don't say okay I'm going to pay
attention to this person oh I see the
connection
so that's logical so we should continue
to develop the dialogue and oh you know
what I'm going to make the logical
decision to make a commitment to this
person all emotional all unconscious not
things that we are conscious of having
happen and in business when we have this
I mean and this is the process that we
go through when we're marketing right we
run ads to try to get someone's
attention we write some copy or we send
out promos or we do whatever to you know
engage them and connect with them on an
emotional level and get them amped up
and then we want a commitment on the
relationship we want them to buy
something how do you know someone's
committed to you they act on it they
behave in a way that shows that they're
committed so that's what we're asking of
our customers have you ever considered
maybe trying to do that for them because
guess what your customer wants the exact
same thing from you it's what you want
from other businesses you want them to
pay attention to you you want the
business to connect with you and you
want the business to commit to you and
demonstrate that commitment and in most
business processes that I look at most
marketing processes conversion processes
that are broken this is absent
there is no I'm demonstrating to my
customer that I want to pay attention to
them and that I have paid attention to
them
there is no demonstrating to them I want
to connect to you I me as a person I'm
interested in you and I want to connect
to you and there is no and I'm so
committed to this thing that you're
trying to get done that I will make the
commitment to help you get there and I'm
going to act on it let me show you let
me prove it to you that spirit just is
not inside of it it's here's what I'm
selling you should be fortunate enough
to buy it from me that's it I put my
wares out on a table and if you're too
stupid to buy them then that's your
problem
I I get a lot of experts content experts
topic experts that if they see me talk
or they see one of my products they come
to me and they go oh I've been looking
for you all of my life I've spent 20
years developing the ultimate poodle
clipping system and method where you can
take any pair of shears and shear your
poodle in seven minutes and it comes out
perfect every time and I just haven't
found someone to help me market it right
it's very spooky when I hear that and
then I say well how about this there are
a couple of interesting sales and
marketing books that I recommend that
you read when you read these and then
get back to me and maybe I can work with
you and help you a little bit and they
go oh no no you don't understand I don't
want to do any of that sales and
marketing stuff I'm not good at any of
that stuff I just want to be the best
poodle clipping seven-minute technique
developer the world's ever known let
that sales and marketing stuff that's
for somebody else we all think that our
ideas and our products are the best in
the world the best the world's ever seen
we think everyone should just see them
and go it's self-evident I would suggest
that you try just recommend maybe
testing out broadcasting to your
customers you know what I'm going to pay
attention to you I'm going to connect to
you I want to connect with you
and I want to make a commitment to help
you get the result you're looking for
deliver you from pain deliver you into
the
pleasure that you want give you the
result just try that something that
inspired me by the way is I've seen this
process but there was something that
helped catalyze it I guess or kind of
just sum it up and crystallize it I have
three books in my collection each one
are profound the first one is called the
attention economy the second one is
called the experience economy and the
third one is called the support economy
I said no wait a minute these client it
can't be an attention economy an
experience economy and the support
economy because every one of them is
saying this is the answer but then I
realized that they're all right they're
just talking about different phases of
the relationship the attention economy
is about getting the attention of the
customer the experience economy is about
giving the customer and experience that
they enjoy the experience I believe of
being connected with and to and the
support economy is about supporting the
customer in the result that they want
delivering the result taking them by the
hand and leading them to the promised
land so as it turns out the it is the
attention economy the experience economy
and the support economy all rolled into
one
you
