As a Problem Solver and Happiness Maker, I chat with our clients about their accounts daily, answering any questions, making updates, adding new employees, and generally ensuring they’re using Ruby to the fullest. I might even be the first person a new client has ever talked to when I set up their Ruby account.
Clients always tell me how much they love Ruby and how our friendliness and professionalism is a breath of fresh air — proving that people will do business with people they like. You might be wondering how I solidify those connections. The answer is simple: Create a lasting and positive first impression.
Here are three ways I cultivate connections every day:
Courtesy. Remember “The Golden Rule?” Well, it can make a world of difference for your first impressions. Treat first-time callers the way you’d like to be treated if you were a first-time caller. Engage callers with questions and be genuinely interested in what they have to say. After all, you are there to help – and the sooner your caller recognizes this, the sooner you can build trust and rapport.
Professionalism. Grammar is key! Avoiding slang and filler words will show your first time callers that you mean business. “Um” is your arch enemy! You are smart and capable, and callers will know right off the bat with correct grammar. Speaking clearly means lessening the chance of miscommunication, less frustration, and true understanding on your part and the caller’s.
Accuracy. Do your best to always provide accurate information. It’s okay not to know! If you’re ever unsure of the answer to a caller’s question, let them know. Framing what you can do, rather than stating what you don’t know, is an easy way to provide excellent customer service. Using phrases like, “Gosh, I’d love to find out for you! May I place you on hold while I ask my team?” and “I’d love to research more and get to the bottom of this! May I call you later today to let you know what I’ve found?” are great examples of this. Not knowing is perfectly acceptable; we are all human. It’s your willingness to find out that can impress even the most dubious first-time caller and set your business apart from the competition.
A great first impression is the path to a solid and meaningful connection. Using the tips above, clients feel heard, cared about, and most of all – loyal. With the valuable feedback they feel comfortable to provide, I’m certainly able to problem solve and create happiness along the way!