Game Face
One of the unique features of a home based business is that often, you never meet face to face with your customer. But it is just as important, perhaps even more important, that you always "put on your game face" each time you encounter your customer or prospect - be it through the telephone, email, or a live meeting. "Putting on your game face" means simply that you take on and project your entrepreneur image.
Put yourself in the customer's shoes. What are they probably thinking at that moment? "This person is not really in charge. I thought I was dealing with the business owner," is a likely conclusion. And the chances are high that they will not have a lot of confidence in you. The chances are slim that they will do business with you in the future.
Had this owner "put on their game face" they would have instilled in the customer the confidence that, although there was a problem, this business owner was going to take charge and fix it. The negative would have been turned into a positive. With only slightly different words the owner could have instilled confidence, gained trust, and cemented a relationship that would ensure customer retention.
So don't commit business suicide by pretending to be a co-victim of a situation. Rather, acknowledge the problem, be sure you totally understand the issue, and be sure that you have all the information needed to go back to your support resources and effect a timely remedy. By maintaining a business-like posture (putting on your game face) you will win the respect of your customers and colleagues, and be looked on as a true leader - a real entrepreneur.
- Entrepreneurs take charge
- Entrepreneurs take responsibility
- Entrepreneurs do not hide behind excuses, they step up and make things right
Put yourself in the customer's shoes. What are they probably thinking at that moment? "This person is not really in charge. I thought I was dealing with the business owner," is a likely conclusion. And the chances are high that they will not have a lot of confidence in you. The chances are slim that they will do business with you in the future.
Had this owner "put on their game face" they would have instilled in the customer the confidence that, although there was a problem, this business owner was going to take charge and fix it. The negative would have been turned into a positive. With only slightly different words the owner could have instilled confidence, gained trust, and cemented a relationship that would ensure customer retention.
So don't commit business suicide by pretending to be a co-victim of a situation. Rather, acknowledge the problem, be sure you totally understand the issue, and be sure that you have all the information needed to go back to your support resources and effect a timely remedy. By maintaining a business-like posture (putting on your game face) you will win the respect of your customers and colleagues, and be looked on as a true leader - a real entrepreneur.
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