written by Adam Fried
So, what does that mean exactly. We forget what it’s like to be on the other side of the counter.
You know the best lesson the new world has taught us is read that email before you hit send. Keeping with that same thought process think about how you would feel if you were the customer before you do almost anything.
WOULD YOU LIKE IF SOMEONE ASSUMED YOU COULDN’T AFFORD SOMETHING?
Imagine if you went into a high- end car dealership and said to the salesman “can you tell me about that car” and he responded with “yes it’s really nice but way too expensive for you.”
That is what happens when a customer looks in the case and says wow that ring is beautiful, and a salesperson tells the price without ever taking it out of the case. The message that sends is I assume you can’t afford this. Talk about what makes the item so beautiful, then take it out of the case and share it with the client, talk about how well it’s made and have them try it on.
You will get to the price eventually, timing is everything.
YOU DON’T LIKE BEING IGNORED, NEITHER DOES A CLIENT;
When a client says the famous “I’m just looking” that should not mean that the associate who first approached them should disappear or engage with another associate in conversation completely ignoring that client. Very often a customer says I’m just looking as a way to buy themselves a few minutes, you shouldn’t hang all over the client, however be in the general area in case they do need you.
YOUR TIME IS VALUABLE, SO IS THE CLIENT’S.
If you need to leave for a moment to get something from the safe, a diamond let’s say, don’t take forever returning leaving the client sitting alone. This is a good time to bring in another associate by saying “this is Sue, Sue Alan is getting engaged and I’m going to get him that amazing 2 carat Oval we have. Why don’t you guys talk about mounting choices.”
This way your client never feels abandoned.
These are just a few examples, the takeaway here is to be empathetic and know how a client feels by putting yourself in the customer’s place.