“A relationship is at the heart of every transaction.” Jack Mitchell, “Hug the Customer”

Regularly use these 3 connectors and people will be describing you as “… a great conversationalist.” As well, they’ll leave you looking forward to the next time they’ll be doing business with you. You will have lifted their spirits.

The 3 Connectors

1. Use their preferred name– Don’t call me “Richard”, Only telemarketers do that. Anyone who knows me calls me “Dick”. Yes, “Richard” is my given name, but I don’t use the name except when necessary. Learn, remember and use the customer’s preferred name and make sure everyone else on the team does the same. Use of the wrong name is a disconnect for you and your business.

If the customer has an appointment, it’s easy to check the records beforehand for a refresher. Use all the technology and gimmicks you have to assure that the information is easily available to everyone. To assist others on your team, when handing-off the customer to another staff person, do it by name. It sounds like this- “Dick great to see you again, our Vice President Mary will assist you from here.”

2. Know their passion– Learn, remember and ask about the customer’s current passion. What’s their biggest interest right now? It may be a hobby, grandchildren, a sick relative or a new car. “So Dick, how’s that new grandson, Lincoln, doing?”

3. Avoid telling your own story– Once you ask about my passion, whether I’m an introvert or extrovert, I’ll have plenty to say. This is not the time to tell me about your similar passion or experience. Don’t make the conversation about you. Focus on the customer.

If you do these three connectors well and regularly, you’ll create a personal magnetism and trust that other people will be attracted to.

“You can close more business in two months by becoming interested in other people than you can in two years by trying to get people interested in you.” Dale Carnegie, “How to Win Friends and Influence People”