{"id":6546,"date":"2019-02-06T18:26:11","date_gmt":"2019-02-06T18:26:11","guid":{"rendered":"http:\/\/www.thesocialcmo.com\/blog\/?p=6546"},"modified":"2021-01-11T22:11:37","modified_gmt":"2021-01-11T22:11:37","slug":"you-have-my-full-attention-dont-waste-it","status":"publish","type":"post","link":"https:\/\/www.thesocialcmo.com\/blog\/2019\/02\/you-have-my-full-attention-dont-waste-it\/","title":{"rendered":"You Have My Full Attention \u2013 Don\u2019t Waste It"},"content":{"rendered":"
\n\"You<\/div>\n
\n
\n
\n

It is very, very rare to have your customer\u2019s full attention. No matter how good your marketing is, people are still thinking about the food in the oven, the letter they have to mail, or the game they watched last night. Even when someone comes into your store, they\u2019ll be focused on the products they came to see. So assuming you have the right stuff and it\u2019s easy to find, you won\u2019t get much chance to tell them anything else.<\/p>\n<\/div>\n<\/div>\n<\/div>\n

<\/p>\n

\n
\n

Be the hero<\/strong><\/h3>\n

Let\u2019s look first at the customer with a problem. If a customer is angry about something, then their most urgent concern is getting that issue resolved. The way you do so will either strengthen your relationship, or send them scurrying for the competition. The last thing you want to do is waste their time.<\/p>\n

No matter how large, small, or inconsequential the problem may be, they care about it, and they want you to fix it. Give them good results, and a positive customer experience in the process, and they\u2019ll remember it much more than any sale or marketing materials. It will stick, because at that moment your business has their full attention. It is the best chance you have to build your brand.<\/p>\n<\/div>\n<\/div>\n

\n
\n
\n

\u201cEvery customer is unique, and not every customer service attention opportunity will fit into a neat little category.<\/p><\/blockquote>\n<\/figure>\n<\/div>\n<\/div>\n

\n
\n

Your brand or business is what you do; your reputation is what people remember and share.<\/strong><\/h3>\n

A question presents a similar opportunity. Whether on social or in person, a question is a chance to build a deeper connection with that customer while their attention is on you. How well you listen, and how thoughtfully you answer, will determine whether you keep their attention for long, and if you can continue to build a long-term relationship.<\/p>\n

Be authentic<\/strong><\/h3>\n

Every customer is unique, and not every customer service attention opportunity will fit into a neat little category. So regardless of why the customer needs your attention, you have to listen to them intently. Customers are smart. They can tell when you\u2019re reading from a mental playbook, and when you\u2019re actually responding to them as individuals.\u00a0\u00a0\u00a0<\/em><\/p>\n

There\u2019s also a lesson here in the benefits of empowering your employees to provide great customer service, which will build and power your brand. An employee who\u2019s well trained in how to interact with customers will understand your company values \u2013\u00a0and have the common sense to improvise when needed. That\u2019s a major asset. When an employee has the power to do something about a customer\u2019s problem, they\u2019re far more likely to make a positive, lasting impression.<\/p>\n<\/div>\n<\/div>\n

\n
\n
\n
\n
\"Rockstar_Ted.jpg\"<\/div>\n<\/div>\n<\/div>\n<\/div>\n<\/div>\n
\n
\n

A positive customer experience is about so much more than just what happens when a customer walks into your store. The interactions that occur when someone needs something from you can make all the difference in earning that customer\u2019s long-term business, their advocacy and their referrals.<\/p>\n

So remember \u2013 the only time you have your customer\u2019s full attention is when they\u2019re looking for customer service. Don\u2019t miss that opportunity\u2026<\/p>\n

#RetailRelevancy<\/a>\u2026\u00a0#NoLetUp!<\/a><\/p>\n

Originally posted at RockstarCMO.com<\/a><\/p>\n

Previously posted at\u00a0TedRubin.co<\/a>m<\/p>\n<\/div>\n<\/div>\n

\n
\n

Share this:<\/h3>\n<\/div>\n<\/div>\n","protected":false},"excerpt":{"rendered":"

It is very, very rare to have your customer\u2019s full attention. No matter how good your marketing is, people are still thinking about the food in the oven, the letter they have to mail, or the game they watched last night. Even when someone comes into your store, they\u2019ll be focused on the products they … Read more<\/a><\/p>\n","protected":false},"author":6,"featured_media":0,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[137,7],"tags":[],"class_list":["post-6546","post","type-post","status-publish","format-standard","hentry","category-all-posts","category-tedrubin"],"_links":{"self":[{"href":"https:\/\/www.thesocialcmo.com\/blog\/wp-json\/wp\/v2\/posts\/6546","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.thesocialcmo.com\/blog\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/www.thesocialcmo.com\/blog\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/www.thesocialcmo.com\/blog\/wp-json\/wp\/v2\/users\/6"}],"replies":[{"embeddable":true,"href":"https:\/\/www.thesocialcmo.com\/blog\/wp-json\/wp\/v2\/comments?post=6546"}],"version-history":[{"count":1,"href":"https:\/\/www.thesocialcmo.com\/blog\/wp-json\/wp\/v2\/posts\/6546\/revisions"}],"predecessor-version":[{"id":6547,"href":"https:\/\/www.thesocialcmo.com\/blog\/wp-json\/wp\/v2\/posts\/6546\/revisions\/6547"}],"wp:attachment":[{"href":"https:\/\/www.thesocialcmo.com\/blog\/wp-json\/wp\/v2\/media?parent=6546"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/www.thesocialcmo.com\/blog\/wp-json\/wp\/v2\/categories?post=6546"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/www.thesocialcmo.com\/blog\/wp-json\/wp\/v2\/tags?post=6546"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}