While you’ve probably told your customers many times before that you fully understand where they are coming from, have you ever really considered what that means?
There are different ways to empathize with people. One way is to say something like, “I can’t imagine how hard that must be for you.” Another way is to explain that you understand how they are feeling because you’ve experienced something like what they are going through or can put yourself in their shoes.
When you tell someone “I feel for you” it shows the person you understand their situation and you care. Telling someone “I feel you” shows the person that you’ve been there before and can relate. Why does this matter in the business world?
Customers want someone that can relate to them, feel them in their situation and put themselves in their shoes to help make decisions with the customer’s perspective in mind. Here is a look at why you should walk a mile in the shoes of your client for a more successful relationship.
Why it is important
It’s important to consider the journey of the customer and what it feels like for them. Real estate agents, for example, must understand how their customers feel in order to secure a sale. They need to understand that if their clients have children, they are going to need a home or location that makes sense for a parent and child living situation.
Uber’s Taxi Service is a great example of a company that understands the importance of relating with the customer. They have made themselves easily accessible through technology, provided information on what car to expect before it pulls up and even allowed customers to choose a driver that they feel comfortable with. For other companies, there doesn’t necessarily need to be a whole business plan designed around the clients’ needs; it can be as simple using more personal language when speaking on the phone with a client.
Learn about your clients’ motivations
It’s wise for business owners to ask their clients for their point of view. Try to understand where they are coming from when they make decisions. Business owners seem phony if they say they understand the blood, sweat and tears it took to get where their clients are without actually asking them how they feel or what they need.
Be sure to be someone that asks questions and shows interest in the lives of others. If someone pretended to understand to grasp your story, you’d probably feel a sense of falseness from them. Keep this in mind when dealing with your own clients.
It is also important to ask your customers why they buy from you so you can learn what your strengths and weaknesses are. You may be surprised when hearing why some customers are hesitant to buy from you or work with you. This will provide you with great introspect to see what you can improve on. Gaining client opinions will also help you to acknowledge your strengths so you can build upon them.
Give your clients a survey so they can rate their experience with your phone service, retail sales, customer service and online experience. Learn what areas you are weak in, read extra comments on the survey and even call your own company as a fake customer to see how well the experience goes for you. Check out your online presence and reach out to unhappy customers to try to rectify a situation or apologize for a poor experience.
If you put yourself in your clients’ shoes, you can learn what is working and what is not working in your own business. Pretend to be a customer for a day and see how you feel by the end of the day working with your company.