Often times we overlook the significance of providing customers with voluntary updates. Information is KING. Information is powerful. The value of putting customers at ease is hard to quantify, because it is almost priceless! Demonstrating good order stewardship is proving that you care about the customer’s money. If an apple a day keeps the doctor away, then information given away, keeps your customers happy today.

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“Tell them what they want to hear to shut them up!” “Keep the deal rolling…tell them what they want to hear.” “Don’t lose the deal…tell them whatever you want…just don’t lose the deal.” “I don’t care what you tell them…they better not cancel the deal.” Do these lines sound familiar? If so, take a look at how many customers got a line of BS from your company similar to the previous quotes. Customers are smart…much smarter than we care to admit. Today is a GREAT day to stop the BS, and start telling customers what they deserve to hear.

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If you want to win over millennial and and Gen Z buyers, being authentic is essential for vendors. Be real. Be genuine. Be transparent Be honest. Be humble.

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Customers want vendors who are primarily classified as doers. Customers want orders to flow seamlessly. They want action. They don’t want lip service, they don’t want clever schemes, they don’t want blame shifting… They just want vendors who do what they say they’re going to do. Ready. Set. Go.

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Imagine reading one business skill-building book with a goal of obtaining three take-aways? Imagine doing this once a month for 12 months? With 36 new skills sets in one year, imagine the goals you could achieve, the raise you could get, or the new job you could obtain? Skills are transferrable from one job to the next. It all starts by cultivating a mindset to acquire new business skill sets! If you don’t know where to start, then we suggest you start With Dale Carnegie’s book entitled “How To Win Friends & Influence People.”

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Our fast-paced business world is moving further away from this principle. What would happen if we made a deliberate effort to talk with our customers? It's a simple question about a lost art! We encourage you to carve out some time to bond with your customers. They will love it, and you will pick up many, many ideas that can be used for continuous improvement!

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Imagine a high school football team that never practices, and only shows up to the games. They would be a disaster. Now replace the football team with your customer service team. Why do we let customer service reps play the game, without practicing with them to ensure they are creating positive customer experience experiences? Role-playing is like practicing. It is essential for success. When will you start role-playing with your team?

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Business is a two sided coin. One side is what you sell. The other side is how you sell it. Each side of that coin creates customer experiences. Is your company actively dissecting all of the experiences you create? Are you sometimes overlooking the “how you sell” side of your business?

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