Do you have a pet vulture?
In retail sales training we introduce people to the notion of framing: depending on the ‘frame’ you apply to a situation, your view may be different.
The sales person is taught how to frame a potential purchase in such as ways as to allow the consumer to buy the product. (As opposed to a frame where you are expected to ‘sell to’ the customer.)
E.g.: Our usual frame of a VULTURE is one of a parasite that feeds off others’ efforts. The usual frame is negative.
But if you re-frame your perspective and see the vulture as an efficient and necessary RECYCLER, then the view of a vulture hovering over a carcass is not quite so revolting - and in fact is quite positive.
How do you frame the idea of a ‘customer’?
· A means to an end?
· A necessary interruption?
· A sales opportunity?
· A complaint waiting to happen
· A potential shop-lifter.
If any of these – or similar – apply to you, then you have a serious problem being in retail. But it is not a question we ask ourselves often, so we rarely think about it:
What do we really think of when we think of a ‘customer’? (More specifically, what do you think?)
And the follow up question is whether that is a helpful perspective to have. That is, ask yourself this:
Does my perspective help me run a more successful business?
For here is the rub: Your perspective shows. Customers can intuit your attitude and they respond accordingly.
If you are confident that you have a healthy perspective, consider each and every staff member that comes into contact with a customer. What do they really think of when they think ‘customer’?
These are all tough questions to answer honestly, but it can make a huge difference if you do – AND then act on it.
Ganador: We implement strategies, systems and skills to create learning organisations - that can constantly adapt and perform consistently.
PS: Some freebie to download HERE, including customer service eBooks etc.