A Horse of a Different Color

Written by: guest blogger Angela Lechtenberg

Welcome to PhoneSmart’s Self Storage Blog, a self storage diary about our call center and sales techniques.

Is there a for-or-against argument for being what I call a customer chameleon? When you are dealing with potential customers how much should you change your attitude or personality in order to identify with them? I use this term because that is what I think of when someone changes their tactics because they think that if they are more like the customers they are dealing with the customers are more likely to feel comfortable. If your “personality colors” are like my colors then I will understand you, relate to you and maybe even buy from you. I think the idea is good in theory but in reality this technique can be overused and will probably backfire on you.

Customers are smarter than they are given credit for, and they can spot a fake. If you’re on the phone in your office in the southern part of the country and you happen to be speaking to someone in an urban setting on the east coast you may feel yourself slipping into your customer’s accent and automatically adopting some of their dialect in order to connect over the miles. But I’m guessing that most likely you will just sound a little silly. The fact that you feel uncomfortable and self conscious is more likely what will transmit through the lines of communication. Your best bet in trying to connect with your customer? Just listen to what they say, not how they say it; and be genuine and sincere in your effort to get them what they need. People want to be heard. That’s the easiest way to make a connection with anyone – be genuinely interested in their needs and wants. If you speak clearly and simply, with an air of professionalism you will cross any boundaries and differences in your clients. And they will appreciate that the most.

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Disclamer: This entry is intended to promote our partner StorageMart and some or all participants received compensation.

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