Thursday, June 26, 2008

CUSTOMER SERVICE: What do Customers Really Want?

Dear Friends,

My friend and mentor John Lavalle once asked me "What do Customers Really Want?"
I proceeded to give him a bunch of answers that I thought he wanted to hear...
Then John said "Shhhhhhhhh, listen to yourself. You sound like a salesperson" (which is the worst thing you could ever call me, and John know this.)

Then John gave me this quick little exercise that I would like to share with you.

The exercise will take only a few minutes and will last a lifetime, as it has me.
I hope you will find the value in it:

You know what it feels like providing service to customers and you also know what it feels like to be on the other end when you are the customer.

A large part of customer service and building a successful referral based business consists of adopting the customer's point of view.

When you're a customer what kind of treatment do you want to receive?

(Write down your answers)





This simple exercise can be used in a group or on an individual basis.


Look at your responses and question your behaviors and activities to determine your level of providing high quality service.

Do they match?

Is there room for improvement?

What one thing can you do to improve your level of service?

Is what you want, and expect as a customer, what you do as a service provider?

Yes, it is simple and revealing.

One of the critical factors that determine your success in building a referral business is your ability to manage your behaviors and activities from the Other Persons Point of View.

Managing the customers perception is the field in which we operate. It is what matters most.

Remember, your intentions will not get you out of problems you behaved into.

Thanks for spending 3 minutes with me.....
The best is yet to be!

On Your Team
Jeffrey Stanton
Your Trusted Advisor For Life

One of the fastest ways to build a successful referral based business is by training. Now, with me, I like to invest significant time immersing myself in training, while some people prefer to take it in bite-size chunks. Whatever your preference is, now is the best time to contact me.

If you have found this tip useful, please share it with any friends, family, colleagues and associates who you think will be interested. Feel free to print it (with credit and subscription information) and continue to enjoy the tips. I am always grateful for any comments, criticisms or other feedback that you may have. Please send them to

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