You’re probably wondering what on earth I’m going to say about avocados that has anything to do with customer service.
I feel ya.
Have you ever really thought about avocados? They are a pretty versatile fruit. Reminds me of tofu. Almost flavourless, making them complimentary with anything from sweet buns to a carb-and-protein dinner. Or you can even eat them just like that. Also, they can adapt to just about any situation or need. You can crush them into a butter-like spread, you can slice them, or you can chop them up into a salad!
They got me thinking about customer service. I learned two things:
1. Be compatible. Different customers will have different styles. Adjust your style a little to make them at home. Always be professional, but if one customer emails with smiley faces and another writes like a lawyer, adapt accordingly so they don’t feel disconnected. It’s call mirroring. We do it all the time. Cross your legs when sitting with another person and they probably will cross theirs too, sooner or later. Lean back or lean in…you get the picture
2. Be adaptable. So you prefer to be paid by bank transfer? Some people still use good, old-fashioned checks. If you can accept them, make your client’s life that much easier. Normally don’t answer emails after 5? Make an exception for that client of 10 years with the rush job. They will love/remember/refer you for it.
One thing that is sometimes easy for business owners to forget is that customers are the ones putting money in our pockets. If you don’t treat them right and adapt to their needs, you’re going to lose business. And if you lose too business, you could lose your company altogether.
Unless, of course, you are the only provider around. Good luck when someone comes along and brings you down with nothing more than a smile and a “customer first” attitude.