As a Chief Client Officer, I often wonder, who is it that my clients see when they see me, listen to me, or talk to me about their business challenges? We often don’t think about how our customers see us, we are too preoccupied with the task at hand, keeping the client happy, doing the job.
But creating real, authentic relationships with your clients and strategic partners is about creating strong bonds. Very often, our experiences with other customer service professionals are unpleasant. We notice a level of insincerity, and we don’t “know” them…so how can we trust them?
In turn, we probably question the relationship. If our customer service professionals can’t be sincere and transparent with whom they are as a person, why would I want to listen? Why would I trust them? Am I truly comfortable?
I would venture to surmise that these people, in everyday life, are fun loving, outgoing people, who are well liked and command respect and attention.
It’s when they get in front of their client where their personality changes. They become someone else.
It’s as if they tuck their true self away in a pocket, and another person comes out. They talk to the customer through a robotic, by-the-book version of an old fashioned, outdated business etiquette handbook.
To remedy that, my top tip is to put yourself in your customer’s shoes.
You see, I believe that the best relationships with clients often happen when you can just be yourself. When you feel comfortable with clients, they feel comfortable with you.
“To thine own self be true” was Polonius’ advice on how to be successful, and being true to yourself is how you connect, truly connect, with your clients.
Here’s my advice. No matter what, don’t be like those “so called” customer service professionals with a split personality. When you hide your personality, you’re hiding your most valuable asset. YOU!
ANJr
Anthony Nuzio, Jr., Chief Client Officer
Email: anuzio@icclogistics.com
Phone: (910) 274 2564
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