Knowing how to best sell your services is an important and, often, underrated skill. Many IT support providers assume that they can use the same language they use with their suppliers, technicians and industry connections when they go about marketing or pitching their services to potential customers and even providing their customers with service. That however, is high up on the “What not to do” list!
Customers do not speak the same language as their technology entrenched support providers. Your customers probably don’t use three letter acronyms to describe the services they are looking for, nor do they always know the names of the Assets they need monitored. They might not even know how to accurately describe the hardware or software problem they encounter.
Whenever you interact with your customers, recognize that not all of your customers have a firm enough grasp on technology to enable them to use industry lingo and to understand your more advanced explanations or instructions. So, based on preliminary interactions with your customers, assess the best language to use in your current and future interactions.
In other words, make your customers feel comfortable. Develop a relationship with your customers that does not make them feel inferior, confused or overwhelmed. The language you use with your customers should convey an understanding of their comfort level and their needs.
When need be, simplify, explain everything, and ask your customers questions to make sure they understand the problem you are addressing, what you need to do to correct the problem, and they ways they can prevent the problem or properly use the device in the future. Use jargon that informs your customers, empowers them and addresses their needs. In doing so, you will succeed in developing a relationship with your customers based on trust, openness, understanding and respect. Not only is this dynamic advantageous to your customers, but it also benefits you by keeping your customers happy, feeling tended to and appreciated. In turn, these sentiments will help you increase your customers’ loyalty, build up your business reputation and client roster.
Until next time,
The Commit Team