Understand your customers’ needs. I have a book on my desk. It’s called (‘The Five Love Languages’). It’s how I evaluate my employees. It’s how I evaluate my customers.
Everybody has one of these qualities. Every person that you know, the goal is to figure out what their love language is.
One is quality time. Some of my customers are more the type that want to go to lunch with me, want to sit down and talk to me about their job, want to constantly be updated on where things stand. They have a need to know. They don’t want to be sent e-mails; they don’t want to be put off on the phone.
I try to understand each person and what it is that makes them feel good about themselves, feel good about working for us and with us.
What is it that Mr. Smith wants from me besides building a good product and a good price? What does he need?
Listen to what your customer wants and be honest about what you can provide. If I have one good quality in me, I’m able to put myself on the other side of the table and I listen. God gave you two ears and one mouth. You’re supposed to listen twice as long as you talk.
I’ve learned to listen to what it is they’re asking me and what it is they need from us. Be realistic in, can I accomplish that for you? Can I do what you’re asking me to do, not because I want to do it, not because I need the money, can I do it for you? I think that’s an important aspect with anything. Don’t oversell yourself.
I have one good builder friend, his favorite line is, ‘What you see is what you get.’ I like that. ‘This is what we can do. If I can’t accomplish it and I’m going to leave you hanging, I’m going to find someone else I suggest you go to.’
That’s what you have to be able to do. You have to be able to say, ‘Look, I know how I feel as a consumer, so therefore, I know how they feel as a consumer.’ I’ve been on both sides of the table, and I can put myself on both sides of the table. I can be open-minded enough to understand, even if I differ, understand what it is they’re asking me or what it is they want from us.
Treat the customer as if nothing else matters. It’s stopping everything around you.
Don’t take phone calls. Don’t take e-mails. Don’t be interrupted. Sit in a nice quiet setting, get to know them, get to know their desires and wants.
Then really pay attention again to what it is they’re asking you.
How to reach: Testa Cos., (330) 928-1988 or www.testacompanies.com
