It's the Customer, Stupid!: 34 Wake-up Calls to Help You Stay Client-Focused

Chapter 12. Nothing Takes the Place of Good Manners

The customer defines good service and a good sale is GOOD SERVICE.

Make no mistake: The customer's expectations are clearly driven by the promise you made at the relationship's outset. More often than not, people simply want what they bargained for.

So put yourself in your client's shoes. Ask yourself what you would expect if you were them. I would hope that the customer service representative on the other end of the line would have a smile in their voice. And the best way to do this is to put a smile on your face. We train our insurance agents to keep a mirror on their desk and make sure that they're smiling before dialing the phone.

Another key to acting professional is to literally look professional. My wife used to kid me when I would get up on a Saturday morning and go into my office to make phone calls to set insurance appointments for the following week. I actually put a tie on to get into the proper frame of mind. Okay, so I'm a little obsessive compulsive; however, I guarantee that you'll be perceived as a professional if you act professionally. If that means "putting on your uniform" to get into the game, then suit up! Whatever it takes to motivate one into action may be different for another.

When you're only half-committed, this fact will come through the telephone to your clients. The age-old mantra in a Dale Carnegie course I took years ago still rings in my ear: "Act enthusiastic and you'll be enthusiastic!" When you ...