Wednesday, December 03, 2008

Today's market is challenging. What do your customers really want?

Dear Friends,

I recieved this email from a fellow JeffreysJournal reader and thought i would make it the topic of this weeks tip...

Thank you for your tips.
I have been a lender and in the title business and for the past 5 years I've been a full time Realtor. Your referral tips help to keep me motivated and on track.

I have a question.
What do our customers expect us to do?
Since we can't change the market, what do they really want?


That is one of the best and most important questions I've heard in the past couple of years.

What do our customers really want?

It looks like a simple question on the surface but it's not. As service providers we often think we know what our customers want.

Who knows better than us? Actually, the customer does!

We hear them say this and say that, ask for this and demand that, struggle with the realities of the marketplace, ignore warning signs, and sometimes behave in a manner that is completely opposite to get the results they are looking for.

They say left and go right, you say black and they say white.
Then their cousin Earl the plumber offers his insight as a financial expert and the room gets crowded.

Effectively navigating through any volatile market requires a skill and compassion to really understand what our customers want, really want, even if they can't express it.

It's enough to make us crazy. Enough mumbo jumbo!

I'll answer your question the way it was answered for me when I asked the same questions a long time ago.

Maybe you would like me to give you a short list to answer your question. I could but it wouldn't be as effective as what I will give you today. It would be easier but if you finish the exercise it will stay with you forever, regardless of the market conditions.

Note: In customer service 101 the foundation of all effective human interaction is based on the ability to see things through the Other Persons Point of View.

This is the first step in building a successful referral business.
No matter what business you are in.

Here's your answer:
CUSTOMER SERVICE - What do customers really want?

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

A large part of customer service consists of adopting the customers point of view. When you are the customer what kind of treatment do you want to receive?

You can answer this question by yourself but it is more revealing in a small group of 5-7 people. Managers ask this question at your next sales meeting.

Stay on track and focus on what you and the others "really wanted" as a customer in your past experiences. How did you want to be treated? Be careful, may get sidetracked so stay on task.

The process is a process. Do not underestimate the effectiveness in the simplicity in this exercise.

Remember, as Thor Heyerdahl said in Fatu-Hiva"Progress is man's ability to complicate simplicity."

You don't need me, a customer service course, or a dozen business books to tell you what you already know.

You need to talk about it. Use your intelligence and creativity to flush out the answers of how customers want to be treated.

You will have a tendency to hear a couple of things and then want to start solving the problem. You'll have ideas about what you can do and what you'll say and then you will be focused right back on you.

This process is about the other person...the customer's point of view. Stay focused on "When you were a customer and what kind of treatment did you want to receive?

Empathic thinking and listening takes practice and is risky. Be empathetic and listen to everyone's answers.

You'll have plenty of time to evaluate your behaviors and select a course of action that will assist you on giving the customer what they really want.

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

No comments:

Legal Stuff

CNE is a registered tradmark of Negotiation Expertise,LLC Your Professional Development and the information contained in/om , www, is the sole property of Jeffrey Stanton. the information contained is opinion only and should not me taken as legal or profesional advice. This website may not be duplicated whole or in part with out written permission.
This Site is not affilated with any othe web site and my contain links to outside web sites and is not responsible for other web sites content.

Certain statements contained on this blog may be deemed to be forward-looking statements within the meaning of the federal securities laws. The words “anticipate,” “believe,” “estimate,” “expect,” “project,” “plan,” “forecast,” “intend,” “goal,” “target,” and similar expressions identify forward-looking statements that are inherently subject to risks and uncertainties, many of which cannot be predicted or quantified. Actual results and the timing of certain events could differ materially from those projected in or contemplated by the forward-looking statements due to a number of factors, including, the effect of economic and market conditions including industry volumes and margins; the level and volatility of interst rates; the Company’s hedging strategies, hedge effectiveness and asset and liability management; the accuracy of subjective estimates used in determining the fair value of financial assets ; the credit risks with respect to our loans and other financial assets; the actions undertaken by both current and potential new competitors; the availability of funds from lenders and from loan sales and securitizations to fund mortgage loan originations and portfolio investmetns; the execution of growth plans and ability to gain market share in a significant market transition; the impact of disruptions triggered by natural disasters; the impact of current, pending or future legislation, regulations or litigation. The statements here are not offeres to extend credit as defined by Regulation Z. Rates, Programs, & Availability of Credit is subject to change

Jeffrey S Stanton
DRE ID # 01865119