If you work in a customer service business, then you’ve heard the familiar negative refrain about how picky, angry, and demanding, customers are. But is that true, or does the problem lie elsewhere?
How you handle your relationship with customers and clients directly impacts your personal happiness and job satisfaction. It is not just about how effective you are; it is more about how satisfied and happy you are doing what you do for a living. If you are happy AND effective in your job, then nothing can stop you from progressing… even problem customers!
Two things are certain. First, 75% of employees complain about customer attitudes, and secondly, they are wrong. It simply is not true.
99% of customer relations can not only be positive — they can be pleasurable. The kicker is, it is purposeful. You have to intend it. You have to approach customer relationship management from a perspective of nonverbal communication.
Nonverbal communication: you get what you expect
Let’s not get into all the body language cues, mirroring techniques, and all the other nonverbal communication methods they teach you in sales seminars.
Nonverbal communication for our purpose is about intent. It is all about what you expect from your dealings with customers — and what you expect is under your control. If you expect only the best from people, then that is what you will invite to the conversation. It is like holding a door open to a more pleasurable space. If your demeanor is that inviting space, then regardless of your customer’s previous attitude they will walk through that door. Why? Because everyone wants to feel better.
That may sound naive to you. You might be thinking that it isn’t that easy; that customer relations can’t be transformed into a pleasurable experience just by intending it. I understand if that’s what you feel. But all the objections in the world can’t change the truth. People immediately respond to someone who is genuinely positive, and who holds a door open for them to feel the same.
How customer relationship management can make you a happier person
It really doesn’t matter what type of job you have. Employment is always based on relationship; if not to customers, then to coworkers, and even down to your relationship to solitary tasks. You cannot escape from relationship at work, so why not make it work for you by intending and expecting the best from every one of these relationships?
You have two choices every time you engage a customer or coworker: you can either allow their attitude to dictate the course and have a good, bad, or indifferent experience. You certainly won’t be in control. Or, you can decide to be open only to a rewarding experience. You can engage this person in a positive way by genuinely caring about why they came to see you in the first place — even if that reason was to complain about a problem. In return, that person will become open and positive to you.
The greatest sales technique of them all is caring about people. I mean genuinely caring about them, and then using your skills to help them achieve what they desire. It is as simple as that, and that simple truth about sales can bring you happiness and job satisfaction.
At the end of the day, if you leave work knowing that you have genuinely cared about, connected with, and helped people, then you will feel good about yourself. If you practice this the next time you hear that negative refrain about the short-tempered customers, you will say to yourself, “how curious. I seem to be having a totally different experience.”
You really do get what you expect from people. Use this fact to your advantage to create more happiness and job satisfaction for yourself. You deserve at least that.
Over to you now…