I arrived at the plumber exactly at 9 a.m. I watched as the man unlocked the door. He smiled and told me I was his first customer of the day. I almost made a sarcastic remark; it’d been a rather chaotic morning. The shower was broken, and I was late for a meeting. Let’s just say that a lot was going on at home that morning.
I realized that it wasn’t his fault. He was kind. He listened to me talk, explaining the problem with the shower. When I finished, he nodded and told me the solution.
He told me he had to order the part I needed for the shower, and that it would be in the store in apx. 3 days. Instead of me having to check back in, he’ll call me when everything is ready.
I didn’t even think about how my family or I was going to shower while waiting for the part. The reason I didn’t think about it was that I didn’t see it as a problem, but the real reason was that the plumber was fast to give me a part I could borrow while I was waiting for mine to arrive.
Think about this for a moment:
What really happened at the plumber? And, what can we learn from my experience as a customer?
#1 – Listen. Let him finish. Listen to the customer talk.
#2 – Action. Be specific about what you’re doing and why you are doing it. This is your solution to what the customer is asking.
#3 – Time. Focus on when; be specific about time. How long will it take, when will it be ready?
#4 – Do something now, immediately, something that won’t make the customer feel like they are waiting.
The biggest question facing us is not, “How do we get people to buy?“ It is, “How do we earn the trust that keeps them?“