In the infinite wisdom of Ash Ambirge I quote:

• Customer service is not about answering people’s questions.
• It’s not about responding to emails.
• It’s not about “reducing purchasing anxiety.”
• It’s not about “overcoming barriers to the sale”.

Customer service is about the fucking customer, okay?

(Not to be confused with fucking the customer.)

I couldn’t agree more.  I mean the clues in the name:  “Customer Service”. It’s not “I’ll deal with you when I’m good and ready and on my own terms service” is it? It’s not “I’ll give you the shortest service possible so I can get back to playing on the computer” is it?

So what about the customer.

You need to ask yourself this question: Why would a customer choose to spend their hard earned cash with you rather than the guy down the road who offers the same service…you’re not that unique.  The reason is simple. They are not just paying for the product. In fact the product is arguably of secondary importance. They are paying for

• the way you make them become the most important person in the world,
• how you make them thrilled to be spending money with you,
•  how, in some small way, you make them feel VALIDATED.  You completely understand the.

These are by far more powerful sales than nay fancy sales technique you may have been taught. It’s human nature to go to the person whom gives the best customer service.

For example, if you go to a top restaurant you are not only paying for the food but you are paying for the pleasure of the excellent service you expect to receive. You are paying for the ambiance of the place.  You are paying for the stylish decor and comfortable seats.  You are paying for a complete experience.

In nutshell you are paying for the attention the restaurant has given to the customer above anything else.

But is doesn’t end there.  You’ve gotta make notes. You need to know who your customers are. Their hopes, concerns, desires, what they like. What they don’t like. And your whole team of staff need to know this too. So the next time they come in they do not have to explain (again) what they want. You will know. They like that table near the window. They like the hotel room at the top of the house, they like to talk while having their haircut, they prefer to be silent. Knowing all of this makes the customer feel valued. They see you as a friend who understands them. They will miss you when they’re gone and will be eager to return.

They’ll tell their friends about you.  How you really cared about them. As a person.

So, once again,

The best customer service solution isn’t what cost the most, or does the most

The best customer service solution isn’t even the one that gets the job done.

The best customer service solution is the one that helps people feel like people.

You’ve heard it a thousand times. It’s really important to make a good first impression. It’s true; it’s probably up there with the most important of life’s skills, like using Google proficiently for..er… online research  You could be on a date, at an interview, networking, engaging with clients, pretty much anything where human interaction is happening. That’s a lot of if you think about it. But with all these one fact remains true:

FIRST IMPRESSIONS ARE EVERYTHING! You’ve got a few seconds. Well there’s a bit of debate about the actual time but rest assured that the degree of your success will be determined somewhere in the first 30 seconds of your meeting.  And first impressions last. They really do.

BUT while we all know how important it is to give a good first impression how do you actually do that? What are the keys to success?  Here are some tips. And they work!

It is important to remember that “people evaluate one another using the Three V’s: visual (appearance), vocal (voice) and verbal (what you say)

1. Have a proper handshake. Make sure your handshake is firm, not a dead fish grip. However, you don’t want to crush the other person’s hand. Make sure you don’t have food or grease on your hands. You want the person to remember you, not what you ate. If your hands are sweaty, give them a quick nonchalant wipe…don’t be obvious (did I need to say that?) .When you offer your hand, look the person in the eye and smile.
2. Be on time.  If this is a scheduled meeting then you need to arrive on time no matter what. Being fashionably late is not cool. It never was. Aim to arrive early if anything…but not too early. You don’t want to look desperate!  5  – 10 minutes is good.
3. Be well-groomed.  This may seem trivial but it’s imperative that you smell good (without overdoing it), and keep your hair and fingernails trim and clean, and your clothes stain-free and ironed. Always give yourself a quick once-over in front of the mirror before you leave the house. Presenting yourself in a clean and dignified manner speaks volumes for your professional behaviour and the way you carry yourself overall. Your date will appreciate this too.
4. Body Language. You knew this one was coming! A recent UCLA study found that “about 93% of a person’s communication effectiveness is determined by nonverbal communication.”  There are two important things to bear in mind here: posture and eye contact. Adopt an “open” posture—that means no crossed arms or crossed legs and look the other person in the eye…not in a stare. Often nice tilt of the head can also be the difference between looking bored and actually being interested. Smile as well. In a pleasant encouraging way. Don’t overdo it though, they might not want to hug and kiss right away.
5. Stay focused. Be totally focused on the person you are with. Don’t scan the room looking at other people. NEVER get your phone out. Listen intently to what they are saying and ask appropriate questions.  People like talking about themselves and will love you for showing REAL, genuine interest.
6. Speak clearly. There’s no point in introducing yourself if no one can understand a word you say. Speak in a competent and confident way making sure what you say is relevant and appropriate; you want to paint yourself in a good light and give them as much, good information as possible. Make sure you don’t speak too loudly either.
7. Be yourself.  Don’t try and be something you’re not. Revel in being yourself. Trying to be something you are not will never work. Relax. Everyone loves you just the way you are.

Oh and don’t drink too much. It may be a free bar. It may even mean free champagne. But chugging away like you’ve been in the Sahara for a month won’t look good. Drunk is not cool. Even tipsy is not the best look. Be calm. One or two glasses is enough.

And last, but by no means least, is to enjoy meeting new people. That’s the most important. People love a person who is prepared to have fun.