Customer Care: One Size Doesn't Fit All

Its an all-too-common scenario: Youre trying to get resolution, make a purchase or find an answer to your question, and the person on the other end of the line or across the desk from you seems to be on a completely different wavelength, unable to connect with you to get you what you need.

You might try to rephrase your questions, hoping theyll finally get what youre asking, but even if they ultimately have an answer, the end result is often frustration, dissatisfaction and irritation over the time and energy you had to spend to get to the solution.

How many of your customersboth internal and externalmight be feeling the same way?

One of the traps of our technology-enabled, overloaded world is that we often default to a one-size-fits-all approach when dealing with others. When youre expected to do more with less and shift your priorities and attentions on a dime, template-izing repeated tasks or common responses seems like a good way to shortcut the process. But its an approach that often backfires.

In reality, one size typically only fits a very few, and that means youll end up spending more time trying to be heard and get your messages across. In the case of your external customers, it could mean damaged relationships and even lost business.

So how can you connect with people in the way that works best for them while still fast-tracking the communication process?

Start with thinking.

The way in which people communicate, listen, process information, allocate attention and make decisions is rooted in how they think, and we all prefer to think in different ways. You might prefer to focus on the details, following a step-by-step process, while your customer may prefer thinking about the issue in a more conceptual, open-ended way. The gulf between your thinking can be so wide that you may as well be speaking two different languages.

As a result, when customers are frustrated or dissatisfied with the service theyre receiving, its often because theres a difference in thinking thats getting in the way. Although its common to focus on behaviors when we look at what a customer wants and needs, behaviors can be affected by many external factors and may only represent a surface view of the person. Thinking, on the other hand, is constant. As an operations director who deals with logistics issues for clients around the world recently put it, when I asked him why he uses a thinking-based approach: Behaviors and personality may project something, but thats just a perception, and its all caused by thinking. How you think is how you think. That doesnt change.

So, how do you think? Our research has identified four distinct quadrants of thinking that all of us have varying degrees of preferences for, but while you may prefer certain styles over others, that doesnt mean youre limited to them. We tend to default to our preferences because thats where were most comfortable, but each of us has access to all of the quadrants of thinkinganalytical as well as interpersonal, detailed as well as conceptualand that means we can think outside our preferences when the situation requires it. The first step is understanding your own preferences so they dont create mental blind spots that get in the way of your ability to see and address different customers wants and needs.

Paying Attention Pays Off

What can you do to find out how your customer thinks? Chances are, theyre sending all sorts of signals to you through their word choice, tone, body language and, in a face-to-face situation, even their environment. You can also ask questions to elicit some clues to their preferences.

Once you understand how your customer thinks, you can adapt your thinking to their preferences and quickly make a connection so your messages get through the first time around. It allows you to both shortcut the process and sidestep potential challenges because youll go into it knowing:

  • What information they need to make the decision or resolve the problem

  • How to present the information in a way that will satisfy their needs

  • What strategy to use to influence or shift their thinking

Here are four examples of customers you might encounter, along with tips for connecting with their thinking to improve your outcomes.

1.Just give me the facts."

These customers are looking for the facts, not the fluff. They prefer:

  • Technical accuracy

  • Well-articulated ideas

  • Data and fact-based charts

  • Brief, clear, precise information

  • They often use a more formal approach and may have already done some research, so theyre expecting you to know your stuff. Look for clues of that formality, and be prepared to respond with data to back up your statements. Be succinct and precise, to the point and brief. Bottom line: Dont waste their time.

2.Whats the plan?"

Then there are those who want the detail. They prefer things like:

  • Thorough information with references

  • Timelines and procedures

  • Concise, step-by-step approaches

  • Reliability and follow through

They are usually looking for a clear, linear walkthrough of the information. And because theyre typically very organized, you need to present yourself that way, too. These customers want to know: What happens next? How will that happen? What are the timelines? Reliability is important. Make sure your response is timely, thorough and accurate.

3.Show me you care about me.

Some customers really want to engage with you. They prefer:

  • Open, informal discussion

  • Expressive body and voice

  • Introductions and conversation

  • No hidden agendas

  • Theyre looking for authenticity and genuine interest. These customers are usually very expressive, and you can pick up in their gestures and their animated expressions that they are looking to connect with you. Canned questions and generic, scripted interactions wont cut it. Make eye contact, engage them with people-centered examples, and look for ways to make a personal connection.

4.What are the possibilities?

Others want the big picture. They prefer:

  • Minimal details

  • Metaphors and visuals

  • Conceptual frameworks

  • Freedom to explore

Unlike plan-focused customers, these customers dont want to get bogged down by the details. Theyre often looking for creative options, so find opportunities to be flexible where you can, and have possible alternatives to the standard approach ready. Because they tend to use picture words in their interactions, one effective way to get your point across is to use metaphors that artfully describe what youre talking about.

Finally, keep in mind, just as one size doesnt fit all, no one is just a type when it comes to thinking; many people have preferences for two, three or even all four quadrants. Be prepared to speak and listen across the thinking boundaries, and youll increase your chances that both you and your customer will connect quickly and leave feeling satisfied rather than frustrated.

ARTICLE SOURCE: This factual content has not been modified from the source. This content is syndicated news that can be used for your research, and we hope that it can help your productivity. This content is strictly for educational purposes and is not made for any kind of commercial purposes of this blog.
By: Anna Smith