Be Present

man standing beside man holding gray club
Photo by Jopwell x PGA on

I’ve talked about this before, but I feel it warrants another go-around.

A few months ago, I was shopping at the “big box store” that specializes in electronics. You would identify easily if I told you who they were. I was looking for a security system for our home.

I visited this store several times because I was going through the process of elimination trying to decide which was the best one for the money.

On two occasions the same salesperson “helped” me. I put it in parenthesis because, well, he wasn’t much help. His eyes were constantly roaming. It appeared his interests were in other places. He’d look at me, then look around. Even while he was talking to me, he was looking around. It was uncomfortable. I felt like I was an inconvenience to him! He wasn’t present with me.

This rule applies to customer service as well as any other communication experience: Be present with the people you are with!
Be active in your engagement with them.

Look them in the eye—not in the creepy weird way but make eye contact in such a way that they know you care about them. They need to know that in that moment they are the most important person in the room. They need to know you are hearing and understanding them.

Nod your head occasionally and ask questions that show you are with them.
In case you are wondering, yes, I did end up purchasing our security system through them, because on other occasions the sales people were with me, hanging with me, walking around with me, showing how this one and that one worked and making recommendations that fit our scenario.

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