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“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!
Make use of time, let not advantage slip. –William Shakespeare
Time moves for everybody whether we like it or not. The key to success is to be strategic rather than reactive to it. Through time management we can maximize our fulfillment and results we get of life and our career. Here are five tips to getting the most of your time.
1. The Big Picture – These are the big goals of your life. Know what you want out of it! What kind of person do you want to be? What lifestyle do you want to lead? How much success in your career do you want ? Having a clear picture of these will allow you to know how to allocate your time.
2. Yearly Goals- Where do you need to be at the end the year? Having clear goals that you want to attain for that year will move you forward toward your big picture goals.
3. Monthly Goals- Break down your yearly goals in to monthly goals. Know where you need to be each month. Use the end of each month as a check in point to make sure you are on track.
4. Weekly Goals.- Break down your Monthly goals into weekly ones and as with monthly goals make sure at the end of the week you are on track. Set up a rhythm for your week. Know where you want to be by Friday. Adjust your schedule if you are off track!
5. Daily Goals- Start each day thinking about what you need to do for that day to push the ball forward. Do the hardest things first! Have at least 3-4 things that will move you forward.
Focusing on what you want and NOT on what you don’t want is the key to effective time management.
There is an old saying that people buy from people they like. This is only partially true. People really buy from people they trust. The kind of long term client relationships we build are based on this simple principle. Here are ve ways of building trust with your client.
1. Know your product- Be the expert your client wants to call when they have a lighting problem. Make a commitment to gain new product/industry knowledge every day. 15 minutes of study a day will lead to big results for your con dence and your clients will love you for it.
2. Be Honest- This is kind of obvious but being honest is about letting your client know what you know. If you don’t know it admit it and call your Coordinator! This will show that you are willing to go the extra mile to nd solutions.
3. BeDirect-Speakclearlyanddirectlyaboutwhatsolutionsare best for your client. If you see your client making a mistake in choice be forthright and tell him so. Even if they don’t accept the solution they will at least appreciate your concern.
4. Be Evenhanded- Don’t bad mouth the competition. Being really negative about others can really back re and come across as self-serving. Emphasize the positive of what you can do for the client.
5. Listen- Silence is golden. Keep your mouth shut and ears open can really help you get to the best solution for your client. Acknowledge what is being said and ask questions!
“The power for creating a better future is contained in the present moment: You create a good future by creating a good present.” – Eckhart Tolle
Part of great customer service is knowing how to deal with difficult people and situations. Definitely not an easy task but how we address difficult people can be the difference between a good career and an excellent one. Here are a few steps to help us all when we run into difficult people.
1. Honor a person’s struggle. Remember everyone is going through some sort of struggle in their life. Make an effort to be compassionate but don’t take on another person’s hostility. Instead accept this person needs a little space.
2. Be clear and rational in communication. Many times difficulty is simply a matter of poor communication. Strive to present a clear message.
3. Let go. Don’t worry if you can’t brighten someone’s day. Be comfortable in walking away and visiting with the person another time.