When to ignore customer wants and likes

Interesting how changing a few words when you ask a question can have such an impact on how it’s perceived. Imagine getting your car repaired and the Service Advisor asks, ‘Since we’ll have your car on the hoist anyway, do you want us to do an inspection?’ Chances are, you don’t want to be in the shop in the first place. It’s a hassle. Nor would it sound better if they asked, ‘…if you’d like‘ the inspection. I doubt if you like having to get your car repaired. Asking a customer what they’d like or want presupposes this is fun. When your products or services are geared more to solving problems than having fun, you’ll get better results by asking, ‘Would it be helpful…’ or ‘Would it make sense…’ Leave customer wants and likes out of the question. Instead, focus on finding a logical resolution to their problem.

 Jeff Mowatt is a customer service strategist, award-winning speaker, and bestselling author.   For more tips, training tools or to inquire about engaging Jeff for your team visit    www.JeffMowatt.com

 

Today’s chuckle:

They say such nice things about people at their funerals that it makes me sad to realize that I’m going to miss mine by just a few days. – Garrison Keillor

 

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