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From: Mike Kubasak
April 16, 2009
"From the moment you engage the customer, either in person, on the phone or via an email, you given them reason to do business with you or your competitor." Mike Kubasak
When people come in contact with you, how soon do they form impressions of you? Turn the question around…How quickly do you form perceptions and feelings about people from whom you do business with? What factors influence the feelings and perceptions you have?
Most people form quick first impressions. We often subliminally decide if we feel good about them or want to do business with them in the first few seconds of contact. It all happens on unconscious, intuitive, instinctive levels.
When I first moved to Mesquite, Nevada and needed to get new telephone service, I called my local "phone company" and was greeted by one of the friendliest voices I’ve ever heard. In the past, dealing with telephone companies meant dealing with a disinterested, plastic-like person who was quick to let you know who was in charge, how they do things, what you will and will not get, and that you better not waste their time.
This time it was different - the pleasant, warm attitude almost caught me off-guard. I was immediately put at ease; I was "welcomed" to the community and the company; I was thanked for calling and requesting service. In a few minutes, the agent knew what business I was in, where I moved from and what my telephone needs were.
It wasn’t so much what the agent said…it was the tone of voice, the attitude and friendliness transmitted over the lines. I could tell this person enjoyed working.
The whole mood was set in a few seconds. After two minutes, I felt good and confident about the company and this person. I was emotionally conditioned to have a pleasant experience! Her greeting was outstanding and most effective.
Here are a few simple ways for greeting people:
 | When possible, get eye contact. I could feel that the agent was looking directly in my eyes, even over the telephone. |
| Listen to more than just the words. The agent was skilled at sensing my tone, pace, emotions and attitude. |
| Thank them for calling and doing business with you…and then thank them some more. Whatever means of contact, thank them. |
| "Fuss" over the customer when they enter your facility. Acknowledge them right away; show a smile, exude warmth, be friendly. |
| Tune the world out and tune in your customer. Do not have a "mental conversation" with anyone |
In training staff at funeral homes across the country, I have found that customer service skills and self-confidence are interrelated. Confidence is feeling good about ourselves and is transmitted across telephone lines and "across the counter," directly affecting the perceptions of customers. I can help you to emotionally prepare your client families for a pleasant experience. Give me a call.
Feel free to forward the Kubasak Line to a colleague or friend. Kubasak Associates is the premiere expert in enhanced services for funeral professionals. We provide: individual coaching, workshops, presentations and consulting services. For additional information or to order publications, tapes, reprints, or books, go to: www.Kubasak.com
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