LOWER THE DRAWBRIDGE… successful independent Broker Judy Marsales from Hamilton, ON recently shared a great concept in Customer Relations. Judy said that in Medieval Times people protected themselves by surrounding themselves with a moat and living behind huge walls. When someone came to visit they would first decide if the visitor was trustworthy and then allow them in by “lowering the drawbridge”. The analogy is that in today’s business world our customers do not “lower the drawbridge” for you until they have established that you are “trustworthy”.
Here is your ACTION STEP… the first thing you must to do to be “let in” is to gain their trust. Here are some ideas on how you can do that:
1. Look very professional (first impressions are huge!).
2. Be enthusiastic and energetic in a natural way. “People are attracted to energy.”
3. Use “open” body language (be confident and show your belief in what you are saying… especially over the phone).
4. SAY LESS and ask more questions (this is where your SCRIPTS are so valuable).
5. Don’t “care” too much, don’t be patronizing– that can be annoying (just “be yourself”).
Most of the time, gaining trust boils down to being “in the moment” and letting the customer’s needs be the prime issue. It’s just another example of making sure that your ego doesn’t get in the way. There is no magic in getting your customers to “lower the drawbridge”… the magic happens because you follow the above steps and make it easy for yourself. Cross over the moat and go on in! NO Excuses.