Exceptional Care for Your Valued Client by Bob Nicoll

Author:Bob Nicoll [Nicoll, Bob]
Language: eng
Format: mobi
ISBN: 9781907722448
Published: 2014-04-30T14:00:00+00:00

Chapter 11

Respectful Elegance and the Power of Self-Esteem

You know you’re using Respectful Elegance when your client feels good about herself, capable of following along with what you’re saying, competent enough to make good decisions, and that she’s engaging enough to hold your attention during a conversation, even if she’s just buying the gum she’s going to walk away chewing on.

This requires patience, especially when you are explaining a complicated process. It requires the ability and desire to break down a complex set of ideas or instructions into a basic string of logic that anyone can follow, without coming across as condescending.

Most importantly, it requires clear and direct language.

Clarity is the greatest way to show respect for your customer. Keep the (k)nots and No’s and vague language out of there. Regardless of whether you believe the information will be received as good news or bad news, respectful elegance requires you tell it like it is, graciously and with the expectation your customer has the intelligence and character to appreciate being treated like an adult. If he falls short of your expectation, that’s on him. We’ll talk about how to deal with that in the next chapter. LuAnn has years of experience in that field; she’s had to work with all kinds of people in countless different high-stress, fast-paced scenarios.

When you look and sound like you are paying attention, genuinely care, are fully engaged, and that the person in front of you is your top priority, you are demonstrating Respectful Elegance. When you listen attentively, without pre-conceived ideas, and really tune in to what your client is saying, it empowers you to speak clearly, respond clearly and to deliver your information without creating confusion. This in turn empowers your client and creates a solid foundation of trust and loyalty. You become their go-to-guy (or gal) for the product or service you’re providing. Your client knows that he can come to you for what he needs, that you can be counted on to break the process down into clear, efficient and straightforward chunks of information for him, and that when he leaves your business he will feel less like a dope who is in over his head and more like a competent adult who has the situation under control.

If you have done your job right and employed Respectful Elegance with your customer, then he will feel like the smartest guy on the block because he took his needs to the right person. He will leave the work in your competent hands, and yet feel securely in control.

Respectful Elegance is lacking when your customer feels “talked down to,” rushed, ridiculed, like an idiot, or disempowered in any other way. If your customer walks away feeling any kind of doubt in his decision-making abilities, he will doubt the wisdom of coming to you. If your competitor makes him feel like he’s smart, that’s where he’ll take his business.

Being able to make a client feel that his decision to go to you is a good reflection

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