By: Brandon Redfern
I'd like to introduce you to one of my colleagues, Brandon Redfern, as he discusses a recent customer experience.
As someone who consults small business owners I have a big pet peeve...
I just went through the Wells Fargo drive thru. The lady was super pleasant and nice. She had forgotten what account I had asked to put it in (no big deal at all), and when I answered she laughed and said “Oh jeez I knew that, my brain just ain’t working right this morning,” to which I replied, “Must be that Friday brain!”
She then goes on about how she CAN’T WAIT till 6:30 to get off and how she’s dreading the fact that it’s not another three day weekend. Now I get it: working isn’t as fun as not working, but as a client I don’t want to hear you don’t like your job. I want confidence in YOU and the COMPANY you work for. Tell me you LOVE your job, tell me you love serving people and that the organization you work for takes care of its customers. And if it’s not true then start saying it because if you say it enough you’ll start to believe it and something awesome will happen...you’ll start being MUCH better at what you do and you probably will start loving what you do.
Being “relatable” doesn’t have to include implying you dislike your job. Give your clients a reason to believe in you and what you do. If they know you love what you do they will do more business with you.
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