President Theodore Roosevelt hated his first portrait so much that his family hid it in a dark place on the wall. He eventually destroyed it. So the next painter, John Singer Sergent, would have a tough time of it. The president, after all, was active and busy.
The story goes that they searched the house for the best lighting, and the president grew frustrated. As they climbed the stairs, Teddy said he didn’t think Sargent knew what he wanted.
Also frustrated, Sargent retorted that the president didn’t know how to pose for a portrait. The president stopped, turned around with his hand on a post and said, “Don’t I!”
That was the lighting, the pose, the moment. The result:
It was a moment in the history of America and American art. It was also a business transaction.
Being present helps
Being present, in the moment, with a customer or client can change the game:
- Personalized Service: When employees are present, they can engage with customers on a personal level. They can greet customers by name, remember their preferences, and provide tailored recommendations. This personal touch makes customers feel valued and appreciated.
- Immediate Assistance: Having employees on hand means that customers can receive immediate assistance when they have questions or encounter problems. This reduces frustration and ensures that issues are resolved quickly, leading to a smoother and more positive experience.
- Human Connection: Interacting with a real person creates a sense of human connection that technology can’t always replicate. Customers often appreciate the opportunity to have meaningful conversations with employees who can empathize with their needs and concerns.
- Product Knowledge: Well-trained employees possess deep product or service knowledge. They can answer complex questions, offer insights, and guide customers toward the right choices. This expertise helps customers make informed decisions and increases their confidence in the business.
- Conflict Resolution: In cases of disputes or conflicts, employees can mediate and find solutions that are fair and satisfactory to the customer. This can turn a potentially negative experience into a positive one, demonstrating the company’s commitment to customer satisfaction.
- Upselling and Cross-Selling: Employees can identify opportunities to upsell or cross-sell additional products or services that align with the customer’s needs and preferences. This not only benefits the business but can also enhance the customer’s overall experience by providing them with valuable options.
- Feedback Collection: Employees can actively seek feedback from customers, which is invaluable for improving products, services, and processes. This shows customers that their opinions are valued and that the business is committed to continuous improvement.
- Safety and Security: In certain industries, such as hospitality and retail, the presence of employees can enhance the safety and security of customers. Employees can monitor for any suspicious activity and respond quickly to emergencies, creating a sense of security for customers.
- Enhanced Atmosphere: Employees can contribute to the overall atmosphere and ambiance of a physical location. Their friendliness, professionalism, and helpfulness can create a positive and welcoming environment that customers enjoy.
- Brand Representation: Employees often serve as the face of the brand. Their demeanor, appearance, and behavior can leave a lasting impression on customers. When employees are well-trained and represent the brand positively, it strengthens the customer’s perception of the business.
Consistent performance across these aspects is where advocacy comes from. These little in-the-moment moments create stories that customers repeat.
How to do it
Of course, the question is, “How do you stay present?”
Staying present with a customer is crucial for providing excellent customer service and creating a positive interaction. Here are some strategies and techniques to help you stay present when engaging with customers:
- Active Listening: Actively listen to what the customer is saying. This means giving them your full attention, maintaining eye contact, and avoiding distractions. Resist the urge to formulate a response while they’re speaking; instead, focus on understanding their needs and concerns.
- Empathy: Try to understand the customer’s perspective and empathize with their situation. Show genuine concern for their feelings and needs. When customers feel that you genuinely care, it can enhance their experience.
- Be Mindful: Practice mindfulness by being fully aware of the present moment. This means not dwelling on past interactions or anticipating future ones. Concentrate on the current conversation and the customer in front of you.
- Stay Calm and Patient: Sometimes, customers may be upset or frustrated. It’s essential to remain calm and patient, even in challenging situations. Take deep breaths if needed, and remember that your role is to assist and resolve issues.
- Ask Open-Ended Questions: Encourage meaningful conversations by asking open-ended questions that require more than a simple “yes” or “no” response. This can lead to deeper discussions and help you better understand the customer’s needs.
- Avoid Interrupting: Allow customers to express themselves fully before responding. Interrupting can make them feel unheard or dismissed. Let them finish their thoughts before offering assistance or solutions.
- Use Nonverbal Cues: Your body language can convey your presence and attentiveness. Maintain an open posture, nod when appropriate to show you’re listening, and use facial expressions that reflect your engagement.
- Repeat and Clarify: To ensure you’ve understood the customer correctly, repeat back key points or concerns. This not only shows that you’re listening but also helps avoid misunderstandings.
- Limit Distractions: Minimize distractions in your environment. Put away your phone, close unnecessary tabs on your computer, and focus on the customer. If you’re in a noisy area, consider moving to a quieter location.
- Customize Your Approach: Tailor your interactions to the customer’s personality and communication style. Some customers may prefer a formal approach, while others may appreciate a more friendly and casual tone.
- Practice Patience: Be patient, especially if the customer is struggling to communicate or has language barriers. Give them the time they need to express themselves.
- Take Notes: If appropriate, take notes during the conversation to remember important details and demonstrate your commitment to helping the customer. However, do this discreetly to avoid making the customer feel uncomfortable.
- Follow Through: If you promise to take specific actions or provide information, make sure to follow through promptly. This demonstrates reliability and reinforces your commitment to the customer.
- Reflect and Learn: After the interaction, take a moment to reflect on what went well and what could be improved. Continuous self-improvement can help you become more present and effective with future customers.
I suspect Sargent himself would have disagreed with at least part of this list. After all, his breakthrough moment came when arguing with a customer!