Too often I hear people give bad advice to others about how to talk with new potential clients. Rather than focus on what the customer is trying to accomplish now, they try to get their foot in the door for a long-term relationship with the company.

It’s like talking about marriage, kids and and the white picket fence before the other person has even committed to a first date.

I know why they do this.

Kevin’s Amazing Customer Service rule# 27:

Remember What You Control (And What You Don’t)

This has been said a thousand ways by a thousand people but it’s still true. And it’s important. Time and energy spent worrying about (or trying to change) something beyond our control is wasted.

Every day we are faced with situations we do not control. No matter what the situation is we need to evaluate it so we know how to best handle it. To do this, I decide which one of these groups the situation fits in:

Kevin’s Amazing Customer Service rule# 14:

Be an Amazing Listener

In a survey my company did recently, the number one thing customers said they wanted more of was better listening by the people they deal with.

This survey reflects a major weakness in how most organizations treat their customers. Listening skills are not a high priority for many people or their employers.

But they should be.

Kevin’s Amazing Customer Service rule# 29:

Give them details.

A sure-fire way to thrill your customers is to make sure you give them all the details they want. When you do this you’re helping your customers in several ways.

First, you’re letting them know you listened, understood and got everything correct.This simple feedback tells your customer you’re a professional who cares enough to get things right.