“Imitation is the sincerest form of flattery.” -Charles Caleb Colton
Mimicry is an essential tool for helping your customer. Copy your customer! People do business with people they like and trust. What creates this trust is a sense that the other person (i.e.. lighting specialist) is like them. People are more at ease with people that reflect their personal tone, stance, pace, dress, and use of language. So the best way to give your customer the best service is to start by reflecting these aspects of their personality. Look at mimicry as letting the customer take the lead.
Here are a few tips
1. Mimic their tone. If customer is relaxed be relaxed and vice versa. If they are serious present yourself and serious and no nonsense. Don’t present yourself contrary to the tone they set.
2. Mimic their stance. If they are standing make sure you are or if they are sitting try be seated as well.
3. Mimic their pace. Don’t be in a hurry if they are moving slower than you. Be at ease if they are. If they are moving the conversation quickly be quick.
4. Mimic their dress. Dress appropriately for your customer. Don’t dress in a three piece suit when visiting somebody that works in an auto shop and conversely don’t dress casually if you meeting with an executive.
5. Mimic their language. If your customer speaks plainly and simply then speak the same way. Likewise if your customer is someone who speaks with a technical vocabulary then speak in these terms.
Mimicry at its best is empathy. Doing this will not only gain their trust and good will, it will help you solve the customers problem. Mimicry puts your customer at ease and allows for better communication. Many times customers are so worried about being “sold” that they offer resistance even when they could really use our help. Remember that imitation is the highest form of flattery!