Still Smiling

Abundance, generosity, and it's all about me--these are the feelings still making me smile twenty four hours after the fact. What was this? I spent some time with my new Mary Kay consultant yesterday and she gave me lessons in customer service that exceeds expectations.

At first glance you may not think this has anything to do with you--you're in IT, or you're a CPA, an executive recruiter, a consultant, or any number of other things. I am a consultant and coach, and I am thinking about how to match this experience for my clients.

Abundance: Myrna had all her products artfully arrayed so my first impression was powerful. You can create that same sensation by abundant personal qualities if not by a display of products. Show your print materials with a flourish, as if you're proud and excited by them. Communicate "wow, we have all this for you" when you present samples or do a demo.

Generosity: Time is a finite commodity, and we can't afford to waste it. Yet, when you are providing service, it's with time above all that you can communicate your generosity. Be relaxed, gracious, well-prepared. When you have a plan, and have practiced that plan to be sure it works as you expect, you free yourself and your customer to enjoy the present moments.

It's all about me: Everyone's number one priroty is themselves. When you're talking to a client or prospect, tell about your products or services in terms that put that person front and center. So many IT people say, "we do this and that (using technical language)." Instead say, "we help you improve your technology so you can (accomplish your goals/solve your probelm) quickly and cost effectively.

The next time you're thinking about a customer, ask yourself this question: "What can I do for this customer so that he or she will be still smiling the next day?" When you create an answer to this question, you'll know you have exceeded your customer's expectations.