Avoid the Failure to Empathize: Take the Customer Seriously

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.

A Guide to Hiring People That Care

Would you ever tell your mom you don’t care?
Today’s technology and resources have allowed consumers to engage with a company at a deeper level which has made how you hire and who you hire a top priority for business growth.

Discover these 5 tips on how to hire people who 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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One thought on “Avoid the Failure to Empathize: Take the Customer Seriously

  1. Jessica Wise says:

    Great read, Jeanne! I lost count of how many times this has happened to me at car repair shops and dealerships. That’s one reason I always take someone with me. There’s no reason a customer should “fear” going to a business so much that they don’t want to go there alone. Here’s to hoping that businesses take your advice and become more empathetic. We could all use a little more kindness and understanding!

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