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Slow Down to Win Customers

Slow Down to Win Customers

Winning new customers and keeping current ones happy isn’t helped by trying to work too fast. Customers are rarely as impressed by sheer speed as they are by clear evidence that you are trying to understand their real needs and make sure you can deal with them fully.

The easiest way to make anyone feel special is to give them your time and undivided attention. By slowing down, giving each customer more attention, and taking the time you and they need to work out what they truly want, you’ll get better results than the people who try to rush through their time with any one customer to hurry on to the next.

The Power of Attention

When someone gives you their full attention, you naturally feel valued and important. It’s an automatic human response. In contrast, if you get the feeling that the other person is paying you scant attention, it passes a clear message that something or someone else is more important than you are.

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It’s fatally easy when you feel harassed and under pressure to deal with other people, even customers, with the greater part of your attention elsewhere. If that is what happens, you will be sending that customer a silent message that, whatever words come out of your mouth, you are actually less interested in them and their needs that you are in something else.

It is a myth that pressure concentrates or focuses the mind. The reverse is true. Under pressure, human minds do not work so well. Anxious brains are far less effective than calm ones. Look at the problems many people experience with examination nerves, or how they become flustered and anxious when they must give an important presentation. No one can think as clearly in a rush as they can when they feel calm and relaxed.

Slowing Down Helps Focus

The best way to restore full focus on the task in hand, or the customer in front of you, is to slow down. Which is better: to rush from client to client, never quite giving any of them your full attention (and so gaining little or no business as they respond to the sense they are of little value), or to deal with fewer clients in a day and give each your full attention? If you take the second course, you can be nearly certain you’ll win more business overall.

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Customers prefer to deal with people and organizations that treat them well and make them feel important. They judge value by how well their needs are met and any problems they have are solved, fully and permanently. They aren’t interested in your sales quota or the pressures you face to make your budget. As far as each customer is concerned, they are the only one, and that’s how they expect, deep down, to be treated.

Quick Fixes Won’t Help

Imagine yourself as a customer with a problem or a concern. Which of these experiences will make you feel better?

  • Before you have even fully explained you problem, the sales person jumps in with a solution. You aren’t convinced he or she even listened to you properly. Besides, their suggestion sounds like an off-the-shelf answer. It works, sort of‚ but it doesn’t quite solve your problem to the full. You suspect you’ve been given the quick fix.
  • The sales person listens carefully, asks questions and seems to have all the time in the world to deal with you and your concerns. When you finish, the sales person asks for a little time to think carefully about what you said to be able to come up with a good solution. A day or so later, the sales person contacts you with a response that exactly fits your problem and leaves you confident it has been solved and you will face no further hassle.

Most sales people know the second approach is right. What prevents them from following it is unreasonable pressure from their own management, who often equate more business with more busyness.

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Time is a Precious Gift

Organizations that drive sales and customer service staff so hard that they cannot spend the necessary time with customers are shooting themselves in both feet. In their mad urge to maximize short-term results, they end by alienating their long-term customer base and driving them to competitors. Winning a new customer is extremely expensive; keeping an existing one saves costs and provides stable and predictable sales—the holy grail of most organizations.

Few gifts are as precious as your time. When you deal with people calmly and without haste, you increase their feelings of our value and their sense of confidence in what you have to offer. The harassed doctor giving each patient five minutes and a prescription will handle scores of people in a day, yet send each one away uncertain about their treatment and worried about the diagnosis. The school teacher facing too many pupils cannot spend enough time with any of them to make a difference to their learning. The overworked sales or customer service professional trying to deal as quickly as possible with current clients to free time to prospect for more, is forced into actions that are very likely to lose business instead of win it. The employer who forces this on them to supposedly save costs is acting in the most shortsighted way imaginable.

Slowing down seems counterintuitive when you are feeling under pressure, but it is nearly always the best way forward. Try it.

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Related Posts:

P.S. You may already be aware of ChangeThis: It’s a site that publishes 15-20 page PDF “manifestos” on topics of interest to people who think about their world. To be able to publish a manifesto on ChangeThis, you must first submit a proposal. Visitors to the site then have the opportunity to vote on the manifestos they would most like to see written. Those with the highest number of votes are the ones chosen for publication.

Slow Leadership has submitted a proposal to publish a manifesto. You can find it here. Please go to the site and vote for us! That’s the only way to make sure the manifesto is published. Thanks. We need your help on this one.

Adrian Savage is a writer, an Englishman and a retired business executive. He lives in Tucson, Arizona. You can read his serious thoughts most days at Slow Leadership, the site for everyone who wants to bring back the taste, zest and satisfaction to leadership; and his crazier ones at The Coyote Within.

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Published on July 15, 2019

10 Simple Strategies to Make Your Life Better Starting Today

10 Simple Strategies to Make Your Life Better Starting Today

Habits are an important part of the direction you take your life, and — as I’ll share with you shortly — there are certain daily habits you can adopt right away that are guaranteed to improve your life.

Think back to when you were just six or seven years old…

At that age you probably didn’t have many habits. But, as the years went by, you picked up more and more good and bad habits.

You may not have thought about it before, but habit forming never really stops.

That’s why it’s never too late to change your habits and transform your life.

So, if you feel burdened by your bad habits, start kicking them into shape by replacing them with these 10 positive, life-changing strategies:

1. Go to Bed a Little Earlier and Wake up Earlier 

Starting tonight, get yourself to bed 30 minutes earlier than usual. And, then make sure you get up tomorrow morning 30 minutes earlier, too. This small change can have a BIG impact on your day. 

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Instead of furiously rushing in the morning to get ready for work, the extra time will give you a golden opportunity to start your day off on the right note. You can drink a smoothie while sitting on your porch, spend 10 minutes exercising and stretching, and still have time to read a few pages of an inspiring book.

2. Be Grateful for the Good Things in Your Life 

Setbacks and obstacles are inevitable in life. But, with a positive mindset, you’ll be able to overcome most of these. And, when you do, you’ll boost your self-confidence. 

This is something you can definitely be grateful for. 

However, if worst-case scenarios are playing out in your life, then sometimes, to stay strong, you’ll need to keep your mind on the good things that are happening to you. For example, your relationship with your partner might be crumbling, but your career is continuously getting stronger. It’d be easy to feel downtrodden and miserable about your relationship problems —  but, it would be much healthier to keep your mind and gratitude on these things that are going well, such as your career.

3. Drink Water All Day Every Day 

I’m sure you’ve heard the advice of drinking at least eight glasses of water a day, but are you following that advice? If not, you’re robbing your body and mind of essential hydration. 

With the right amount of water intake a day, you’ll be amazed how good you feel — and how good you look!

4. Take 15 Minutes to Set Goals for the Day, and Then Tackle Them One by One 

This strategy will put your life into a new stratosphere! And, it’s very simple to do. 

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Simply spend 15 minutes in the morning (either at home or at work) planning what you need and want to achieve during the rest of the day. Once you’ve listed your tasks, the next step is to put them into order of priority. 

For instance, you have three things to do: catch up with your emails, write a project update, and prepare a briefing for your CEO. It’s best if you put these in order of importance. In this example, your emails can probably wait until you’ve created your CEO brief and updated your project documentation.

5. Turn Off Your Cell Phone (or Put it on Airplane Mode) When You’re Focusing 

A 2012 study found that even looking at a cell phone or feeling it vibrate in your pocket can significantly distract focus and reduce your ability to complete complex tasks.[1]

It’s no surprise really, as our thoughts are subconsciously drawn towards checking our phones when they’re switched on. It’s a bad habit — but one that most of us have. However, when you need 100% focus (like I do when writing my articles), then switching your phone off, or at least putting it into airplane mode, will free your mind and supercharge your focus. Try it and see!

6. Walk as Much as You Can 

Have you noticed that most people’s lives are sedentary? They drive to work, sit in front of a screen all day, then drive home and binge on the latest Netflix series. It’s no wonder there’s a growing epidemic of obesity and mental health issues. 

Our bodies are made to move — so we should move them! This can be as simple as walking up the stairs to your office instead of taking the elevator, and going out for a walk around the block at lunchtime. In the evening, instead of arriving home and crashing on the sofa; spend 20 to 30 minutes walking around your block.

When you make these things a habit, you’ll be amazed by how much better you feel. You’ll have less stress — and more energy.

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7. Be Mindful of Your Surroundings

How often do you stop, think and appreciate the “here and now”? I’m guessing not very often. But, I understand why. Modern life is demanding and fast-paced. There’s precious little time to appreciate the small things. 

But, if you want to live a healthy and happy life, you must break out of this trap. You can do this by allocating 15 to 30 minutes each day for mindful meditation. This could be in a park, in your garden, or even in your lounge. The trick is to focus 100% on your surroundings. 

For example, if you’re outside, watch how the leaves on the trees blow around in the wind. By keeping your focus on this movement, you’ll clear your mind from your usual stresses and strains. This will give you brain a much-needed break. And, as well as improving your mental health; you’ll find your creativity gets a boost, too.

8. Ask for Help When You Need It 

No one can know or do everything. Which is why you shouldn’t be embarrassed to delegate tasks to others when needed, ask questions when you don’t have the answers, and work with partners and colleagues to clarify intentions. 

When I first set up Lifehack, I tried to do everything myself: blog writing, website creation, marketing, financial planning, etc. However, I quickly learned that it was much better to hire some help. Not only did this inject some fresh ideas and inspiration into Lifehack — it also made the whole operation way more enjoyable!

9. Practice Self Care 

Are you looking after yourself as well as you should? If not, then take steps to improve your diet, exercise more, and to speak to yourself with encouraging words and thoughts. 

The latter suggestion is often overlooked. But how you speak to yourself determines how you feel, what you believe, and what you achieve.

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10. Embrace Learning 

You cannot transform your life without learning something new. That’s because the process of change forces you to adapt. But, many people stop learning as they get older, as they find the learning process boring and bothersome. However, it doesn’t have to be this way. It can be fun and rewarding. 

Whether you decide to learn to play guitar or study the basics of accounting — embrace learning, and begin changing your world for the better.

I’m sure you’ll agree that these 10 strategies are simple enough for you to start putting them into action in your life. (I suggest you begin today!) 

Nevertheless, you’ll probably need to use some extra willpower for the first 30 days or so, as this is the typical length of time it takes to create a new habit. After that, these strategies will be part of your day-to-day life, and you won’t need to think about having to do them. In other words, they’ll have become habitual actions.

If you need any further encouragement to get started with the 10 strategies, then consider this:

Even just adopting one of the strategies can turn the tide in your favor. But, when you implement all 10, you’ll create an unstoppable trend towards success, health and happiness.

So start making your life better — today!

Featured photo credit: Javier Garcia via unsplash.com

Reference

[1] Deborah R. Tindell and Robert W. Bohlander, Wilkes University: The Use and Abuse of Cell Phones and Text Messaging in the Classroom: A Survey of College Students

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