GarthBox

Many an employee fall into a routine when a customer walks through the door.

The employee rotates through a couple different greetings, asks the same follow-up questions to every person walking in, and preaches about the sale going on that week.

My philosophy: Ensure staff treat different people differently.

Every customer is telling themselves a story that’s different from the person who entered before them and from the person who will enter next (online or not).

It’s the employee’s responsibility privilege to interact with each on a person-by-person, individual basis.

When engaging with customers becomes a process and not an authentic interaction, it’s not time to get a new customer, it’s time to get a new employee.

 

Stay Positive & You’re Staff’s Not Standing Still, Are They?

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It’s quite easy to inappropriately rank the importance of questions and answers, especially when it comes to market research.

Most know the answer they want to hear, ask the question to get that answer, and not respond or act on that answer because they’re already fulfilling it.

There’s not much meat to this type of research.

Better to ask the right question (and you won’t know if it’s the right one until you have an open mind and ask enough of them), genuinely care about the response, likely ask follow-up questions and then act on that information.

It’s more difficult and more care is required to follow the latter process, but worth it. Always.

 

Stay Positive & Answers Should Be Getting You To Grow, Not Stagnate

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The paradox of worrying is that most of the things you worry about never happen and, at the same time, you attract the situations you’re worrying about.

Worrying is a two-case scenario: Either you worry, it doesn’t happen, and you suffer once OR you worry, it happens, and you suffer twice.

On the other hand, not worrying is a two-case scenario, too: Either you don’t worry, it doesn’t happen and you don’t suffer OR you don’t worry, it happens and you suffer once.

And the paradox still exists, most of the things you could worry about never happen and, at the same time, you attract the situations you’re worrying about (which in this case are none).

 

Stay Positive & Who Is In Favor Of The No-Worrying Scenario?

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If you thought acquiring new users was expensive, try to get a previous user who had a poor experience to return.

I’ll say this: It costs less to invest in them now, to ensure a positive experience, to surprise and delight them than it does to earn their trust back.

Money aside, you can do a lot to keep people in. You can start by caring more.

 

Stay Positive & Once They’re Out, They’re Out

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Hiding competition will not prevent anyone from finding them.

In fact, mentioning them gives you an opportunity to share in a customer’s narrative.

What story are they telling themselves when they look for competitors? Are they looking for the cheapest? Are they looking for reasons why you’re more expensive? Are they looking for convenience? Are you answering their questions?

Your competitors can think to themselves “any press is good press” all they want.

In the meantime, you’ll be here connecting with your target.

 

Stay Positive & There’s No Sense In Hiding Your Competition

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There are customers you want to avoid, right?

The unavailable

The average

The non-believers

The assholes

The snobs

The average

The disengaged

The non-caring

The comfortable

The stingy

Better to focus on “people like us.”

They may not be all you want, but they are all you need.

 

Stay Positive & All It Takes Is 10 People Like Us To Tell 10 Others Like Us

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Information without a story is just a set of facts and figures; not all that convincing.

So what if it’s a NVIDIA GeForce GTX 1060 graphics card or if the cacao in the chocolate is from Maya Mountain.

Then again, a story without facts and figures is just a tale; nice to listen to but not all that convincing.

So what if you hiked Machu Picchu or if you had a rough child hood.

If you want to be convincing, you have to care. Care why the facts matter, care why the story matters… not to you, but to whoever is listening. The best way to show you care? Combine the story with facts that support it.

 

Stay Positive & One Is Nothing Without The Other

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