Chasing Customers Is Like Herding Cats.

Why Attraction is the Heart of Customer Service.    (Part 1 of 3 Part Series) 

So much of customer service emphasizes the needs, values, and perception of the customer. Obviously, getting feedback from our clients and customers is essential, but I'd like to introduce another perspective, not to replace but to embellish upon the more traditional notions of how to provide outstanding customer service. In my book, Why Cats Don't Bark, I discuss the heart of peak performance through change from the "insight" out. The answers do lie within, yet learning to access that inner knowing, wise-mind, or intuitive intelligence seems to remain a mystery for most people. The same principles of emotional and intuitive intelligence that increase peak performance are also effective in improving customer service. In addition to understanding the customer's needs, wants, and perceptions, you must also become clearer on your "internal stuff." Once you are crystal clear on your personal and professional or business mission, you will attract customers who share the same core values, creating a personal alignment, synergy and other positive elements of a relationship. You will develop a synchronicity that motivates and invites rather than chases and captures.

Whether we are discussing stress or time management, sales, marketing, or customer service, we are all given only so much time, energy and money, which is often a reflection of how our time and energy have been spent. Rather than frantically chasing after every waving flag disguised as opportunity, I am suggesting a more centered and focused approach that creates natural synergy and alignment. The latter obviously produces greater results and success with less effort and time. It's the old 80/20 rule in action. If 80 percent of your business comes from 20 percent of your customers, how are you productively investing that other 80 percent of your time? We all know that if you hire the right people for the right job, their performance will be outstanding and they will be your most loyal employees. The same is true with customer service. If your service or style of service is not what the consumer wants, you will never be good enough. You can't drive a square peg into a round hole! As you become clearer on who you are, what your mission is, and whom you best serve, customer service becomes a natural by-product. This strategic alignment is the foundation of all business success. It's based on the laws of attraction: people love to buy but hate to be sold. In the field of marketing, the books on positioning by Jack Trout and Al Ries and research on branding illustrate the power of clarity of image as opposed to marketing mania. 

Edie Raether is an international speaker, corporate trainer and consultant in customer service and employee engagement.  Visit Edie at www.raether.com or contact her at (704) 658-8997 or edie@raether.com.