I subscribe to several online newsletters. One is from Trilix Marketing Group. Some of my friends work there and told me about their newsletter. I am thankful for all my friends.
I received the Thanksgiving issue of the newsletter yesterday. It struck a cord with me. The message of thanking clients and suppliers is common, but this was clever. That made me read it, the whole thing.
Clever and well designed. Those are things that motivate me.
Also yesterday, I caught a clip from the Dr. Phil show that struck a cord too. He was advising the parents of a 3-year-old who couldn't get the kid potty trained. They tried everything and were at their wits end. He said they just had not found their child's "currency" yet. In other words, his motivation.
The dad's face lit up. He thought Dr. Phil would tell him what motivated his kid and then he could just do that. But Dr. Phil said he didn't know what the boy's motivation was and that was up to the parents to find out.
These two seemingly unrelated things made me think, wouldn't it be nice if our customers would just tell us what motivates them? Some people react to clever marketing that is tied up in a well designed package. I do. I react to value and excellent service, most people do. But wouldn't it be nice to know that one magical "currency" that will get each customer to act?
I listen and ask questions. One customer told me that my talent for asking good questions was what impressed him the most. He was an excellent customer, I knew what he wanted and delivered. A 3-year-old won't be so forthcoming.
I have always thought that customer service is a lot like parenting. I do my best to find out what motivates each customer and then provide what they need. It is a great feeling when it all comes together.
On this day before Thanksgiving, I am filled with gratitude for my life. It would not be so rich without the wonderful people I have met throughout my career. My customers have taught me a lot. I am thankful.
Of course, I am most grateful for my family. They are my true motivation. My kids turned out pretty great and have given me three grandsons. I am a better grandparent than I ever was parent. Practice, it really works.
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