In this week’s Daily Dose video, I share a short video inspired by the lessons of my most recent book, Would You Do That To Your Mother.
The following is a lightly edited transcript of the video below.
Ever been looked at sideways at a car repair shop? You know what I mean. You’re explaining a problem to the car repair guy or your plumber and an issue you’re having repeatedly, in this one instant, just won’t repeat. And when all you want is understanding and solutions, you get that look: you get humored, and sometimes, not served.
Demonstrate that You Take Customers Seriously
Auto dealers actually have a name for this. It’s called failure to duplicate. What about, instead, failure to empathize or take the customer seriously? In fact, this is one of the most cited reasons for customers to walk away from service companies and its people.A survey conducted by RepairPal and Harris Interactive reveals what they call repair-phobia, which is how men and women distrust auto repair shops and are anxious about having their cars fixed.
A survey by RepairPal/Harris Interactive reveals that people distrust auto repair shops and are anxious about having their cars fixed. The best way to reverse customer fear is to show empathy, caring, and that ever-elusive transparency. Click To Tweet
How to Reverse Customers’ Fear
The best way to reverse this fear is to show empathy, caring, and that ever-elusive transparency. These behaviors can increase your bottom line.
Beloved companies only hire people with that ability to care.
True empathy can ultimately increase your bottom line. Here’s a comic that summarizes this, “Would You Do That To Your Mother?” moment.
Let’s make this a movement.
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