Have you ever changed cable providers? Being new to Milwaukee, my husband and I had the pleasure, or should I say displeasure, of searching for the perfect bundle this summer.
Dread. Irritation. Disappointment.
It seemed as if every call left us unsatisfied. “I just don’t know what to tell you lady. That bundle we offered last week was the best we’re ever going to have, and you missed it.” What? The cable company we ended up choosing was the only option we really could choose. It felt like there was a monopoly on our condo building that we just couldn’t skirt around, and everyone we spoke with knew it.
The level of customer service we received was so terrible that we waited 2 months before we made the plunge. But the need to be digitally connected to the world again was too strong. It was hard to swallow, but we had to give business to someone whose “Customer Service Representatives” left us empty and insulted.
What about your employees? Your customers have many choices when it comes to who to buy from, and they know it. Do your employees leave a valuable lasting impression with your customers? Does their professional attitude WOW them? Or leave them running to the competition down the street?
The soft skills our cable company missed out on that we can all learn from? Knowing your audience, communication, and attitude.
Match your customer’s level of professionalism. Perhaps the line of professionalism is as straight as an arrow for you. But maybe, you happened to hire someone who sees the line a bit more curved. Imagine your newest hire calling your long time customer of 10 years “homie”…While friendliness is absolutely crucial in any business relationship, using sweet nothings like “Dude” could make your customer feel underappreciated or unimportant. Hold back the urge to use words like “lady,” and instead use your customer’s name as a way to make a personal connection.
Communicate passionately. Your customer can feel the care in your voice when you talk to them. At the end of your conversation I can guarantee they will remember how you made them feel about the product you’re selling. Don’t sound unsure or indifferent; instead be confident and genuine.
Have a “can do” attitude. Make the customer believe that you can get it done, and when you make that promise…follow through. If a hiccup happens in the sales process, be upfront and let your customer know immediately what you are doing to ensure you deliver.
It isn’t hard to be the complete bundle your customer deserves. With a few soft skills that set you apart, your customer won’t want to call anywhere else.

“Kentucky Fried Sales Chick” Megan Pierce brings a little southern charm to our sales floor daily, and a little bit to you this week in her second Reman U article. How do your soft skills stack up? Share with Megan or in the comments below!