Customer Service Blog

Training Videos Part 1

Becoming a Trusted Advisor

In this FIRST video of this 3 part series, you’ll learn:
  • The most common mistake that messes-up people’s lives at work (and how to avoid it).

 

  • Why customers and co-workers may under-appreciate and under-value your services.

 

  • Two of the biggest trends affecting today’s customers (and how this will impact your job).

 

  • Why processing transactions and providing information to customers and co-workers is no longer valued.

Whether you work as a frontline employee or manager in either the private or public sectors, these strategies will change the way you view your job.

Trusted Advisor – Part 1

 

Want to see Parts 2 & 3?

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‘Jeff – thank you for the valuable information. There is an overabundance of ‘experts’ in cyber-land who think they have the answers through gimmicks or time-consuming on-line activities that in reality mostly benefit the ‘expert’. Your tips are a breath of fresh air. In just a few words you provide high quality, easily implemented strategies that foster trust with customers to product higher revenues.’
Beverly Kaltenbruner, Owner/Partner, Harold’s Auto Service

 

Today’s Question:

‘What are you already doing to earn the trust of your customers and coworkers?’

 

25 Comments… Read them below or add one:

 

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JD Presley April 1, 2014 at 9:53 am
Great video. I deal with a variety of clients, all in the agriculture world. I like to speak to my clients and always reassure them of their expertise and knowledge of products and procedures. I find this ensures they do not think that I am being arrogant. This also seems to bring them into conversation about the problems they are having. It is important to remember their problem and try to correct it or get back to them on the issue of concern. A trick I have used for years in dealing with all people, is to remember personal things about them (ie: hobbies or family names). I find this personalizes our contact.

Reply


Jeff April 1, 2014 at 10:04 am
Hey JD, great comment! I especially like the approach of showing customers your respect for their expertise. I refer to it as ‘You bring – I bring’ As in, you are the expert at’¦ My focus is on ‘¦.’ The more quickly you show respect for their expertise, the more receptive they are to yours.


Brian Yorke Parts and Service Director Waterloo Ford in Edmonton April 1, 2014 at 11:34 am
Jeff i really enjoyed your video. Your delivery is clear and concise. I look forward to subcribing and getting more!!!!


Jeff Mowatt April 4, 2014 at 6:22 am
Thanks Brian! We worked hard to make the production quality of these video high, and the content tight and focused. Really appreciate you noticing!


Elizabeth Welsh April 1, 2014 at 11:55 am
I am very conscientious about follow up and returning calls. And I too keep track of little details. Most of my customers/prospects see that I do have good knowledge on our products, but I am also humble and defer to product support to get some of their questions answered. Validation and edification is very important.


Jeff Mowatt April 1, 2014 at 1:44 pm
I like what you’re saying about following-up Elizabeth. It seems like such a simple thing’¦ but actually it’s relatively rare that as customers we receive follow-up calls to check-in and see how we’re doing with the new purchase.


Sylvie Podloski April 1, 2014 at 7:46 pm
Own mistakes/errors weather there mine or not and not pass the blame to someone else. We work as a team, the faster the problem is addressed the faster a solution can be provided to the internal/external customer.


Jeff Mowatt April 2, 2014 at 6:13 am
I appreciate what you’re saying about taking ownership, Sylvie. Even if the mistake wasn’t your fault, customers appreciate that you are stepping up to take responsibility. Ironically, by taking on the burden of responsibility, we often lighten the mood of our customer – which actually makes our job more pleasant and less confrontational.


Paul Siemens April 8, 2014 at 10:35 am
Great video looking forward to the next one. I found listening to the customers ‘needs’ goes a long way, being there when they need you the most. Trust goes a long way, knowledge of your industry, I find clients sometimes don’t even know where to start when there is an emergency, being a solution provider brings calm.


Jeff Mowatt April 9, 2014 at 4:48 pm
Hi Paul – Yes listening is HUGE. In fact, it’s a good idea after listening to begin your reply with, ‘Sounds like’¦’ Those 2 word force us to paraphrase what they said. That proves you’re a powerful listener.


Jamie Scheffelmaier April 8, 2014 at 11:08 am
Great video. I work in automotive sales and always like to do a pro’s and con’s list when being compared to a competitors vehicle. Acknowledging strength’s in the competitions product earns customers appreciation and trust and lets them know you are there to help them make an educated decision and not just a commission! – J.S.


Jeff Mowatt April 9, 2014 at 4:51 pm
Jamie you are spot on when it comes to not trashing a competitor. When people do that they inadvertently insult the customer for their previous decision. Not a good way to start a relationship.


Carolea April 8, 2014 at 11:26 am
I try to get to know my customers and coworkers, where they work, their family, whats happening around them.


Jeff Mowatt April 9, 2014 at 4:56 pm
Good plan Carolea. Chances are your customers are buying more than what they came in for’¦ they’re trying to solve a larger need. By understanding your customers’ greater context, you’ll be much more likely to provide what they’re really looking for. That positions you as more strategic and less tactical as a thinker. People who see the bigger picture are seen as Trusted Advisors.


Tracy Demers April 8, 2014 at 3:02 pm
I write things down in front of them as we talk so they know I am engaged and interested. I realize that they may have researched, discussed and narrowed down their search over the past few months; so I can tell them that they may possibly know even more than I do about the specific model. This helps to let their guard down, however, if I don’t know about something specific, Be Honest. Customers like to know that you’re human and don’t know everything.


Jeff Mowatt April 9, 2014 at 4:59 pm
Tracy you are brilliant! Customers don’t judge you by your technical knowledge as much as they judge your understanding of THEIR needs. So showing that you’re truly listening and open to gathering information is a powerful habit.


Trent Fujita April 9, 2014 at 9:13 am
Purposeful listening and admitting I am human.


Jeff Mowatt April 9, 2014 at 5:01 pm
Trent, listening on PURPOSE is a great point you make. It means asking the right questions to help the customer clarify their own preferences.


Roxanne Craig April 9, 2014 at 9:56 am
I show a genuine interest in their personal lives (not nosiness, just a general interest in their personal well-being). Most people respond very well to that. A small comment here or there: ‘How did your son do at his music recital last night?’


[email protected] April 10, 2014 at 10:20 am
i try to keep up with our industry. especialy the technology side of it. if customers think you underrstand and care enough to learn about it you will earn their trust i am in the Agriculotural industry and there are a lot of changes tking place.


Jeff Mowatt April 10, 2014 at 6:00 pm
Right-on Gail. It would be hard for people to trust us if we weren’t on top of industry trends.

Reply


Agnes April 17, 2014 at 2:24 pm
Respecting the rules of the sales floor and helping whomever I can with whatever task is ongoing to learn more about the products.


Jeff Mowatt April 17, 2014 at 5:06 pm
Your willingness to constantly improve product knowledge is impressive, Agnes. Well done!


Cathy April 22, 2014 at 11:26 am
Wonderful and informative video Jeff – thank You! I agree, trust is 99.9% of the impending business. One of the ways that I work to establish ‘trust’ is by taking the necessary time to ensure that my clients have seen all the products available as I believe that the process of elimination can help in decision making. I find that in at least 70% of my calls, the client has not been properly serviced by my numerous competitors and will often times say, ‘I didn’t know that was available, no one else showed me that’. I will also discourage a client from choosing a product that will not meet the needs that have articulated. I leave samples with my clients, so they might review them in the privacy and comfort of their own homes and see them under different light. This often results in a couple of added calls to the same client, but for me, it goes miles in establishing trust and confidence. Keep up the great work so that I too, can continue to benefit from your wisdom!


Jeff Mowatt April 22, 2014 at 4:42 pm
I like what you’re saying Cathy about giving customers plenty of choices. Then of course the real skill is helping them narrow the selection. Generally, we find by helping customers narrow the options to a maximum of 3, they make faster decisions, higher priced decisions, and they’re happier with the decision.

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