Did you know that there are certain things you’re doing in your business that are holding you back?
We were recently invited to the Victorian Tourism Industry Council (VTIC) Visitor Services Summit as the opening keynote speakers, charged with setting the scene for the audience + levelling up their energy + perspectives to mobilise them for change. #NoPressure 😊
Insight 1: Customers have choice
We spoke about a key customer trend, The Paradox of Choice, + the fact that when customers are overwhelmed by choice, they tend to do one of two things – they do nothing or they revert back to their ‘safe’ option, neither of which help you or your business’ bottom line.
When customers are overwhelmed by choice, they tend to do one of two things… do nothing or pick the safe option.
One of the solutions to this is to create customer connection, so you’re always your customer’s choice.
So, what should you do to create customer connection?
Insight 2: Start with mindset
To create true customer connection, you need to start with mindset.
The fact is, we can have all the fandangle tools in the world – the tech, the websites, the flash office, the customer lounge – but if we don’t have the right mindset, the tools don’t matter.
In our experience working with organisations all over the world, we noticed certain mindsets that, when prevalent in a business environment, were getting in the way of our clients’ success.
So, we’ve compiled the top three mindsets that you +/or your team likely have today (+ probably don’t realise) that are holding you back from the success you desire + we’ve created the mindset shifts you need to undertake, to take your business to the next level. #YoureWelcome
To create true customer connection, you need to start with mindset.
MINDSET SHIFT #1 : From information to inspiration
We can give our customers all the information under the sun – features, benefits, technical specs, details upon details about our products + services – stuff that they can often find on Google… OR we can give them inspiration – stories that paint the picture of what it’s like to use our products + services, how it feels, how it solves their problems or frustrations or helps them achieve their goals, + what it’s like to spend time with us, to be a part of our community, to be our customer.
In short – inspiration touches hearts; information touches brains.
MINDSET SHIFT #2: From Transaction to Relationship
We’ve all had times when we’ve felt transacted with, like a number rather than a living, breathing person with individual needs + wants. A transaction can leave the customer feeling processed, done with. A relationship on the other hand, is something more long-term, more fruitful for both parties, more rewarding an interaction where the customer feels seen + heard, taken care of, connected.
In short – a transaction feels temporary, more one + done; a relationship feels more long-term.
MINDSET SHIFT #3: From Selling to Servicing
Most people don’t like selling. I know I don’t! But if we can change our mindset around selling (which is more about us + our outcomes) to servicing (which is more about our customers), then we can change the game. By servicing the customer, understanding their needs + providing solutions through our products + services, we take the pressure off selling stuff + replace it with a deep desire to give our customer the best experience possible
In short – selling is about our outcomes; servicing is about the customer’s.
So there you go, three simple mindset shifts that can help you + your team to fundamentally change the way you interact with + service your customers.
Let us know in the comments below, which was your favourite + what you will do in your business, to change that mindset for you + your team. We’ll showcase your ideas in our socials, to say thanks.
-Sueanne x
