This is true if you are a retailer and your customer interactions are measured in seconds.
This is true if you’re business-to-business and it takes months and a large team to close THE deal with a major account.
This is true if you only sell online (as does Amazon.com) or if you run a mail order business and never see your customers…
The most important ability you and your employees must possess to create great customer experiences is the ability to relate to your customers.
To be able to relate to your customers, you must be able to communicate.
In the course of my business life, I’ve been fortunate to be involved with two organizations that can help you learn to communicate more effectively with your customers, your employees, your bosses, and your family.
In 1989, my then boss encouraged me to sign up for what is now called the Dale Carnegie Effective Communications And Human Relations course.
The “Dale” course is a 12-week course held once a week. Yes, there’s that time commitment, but there are no lectures and you take no notes. It made such a big impact on my life that I spent a year working my way up to instructor and actually taught a class. However, I began to travel more in my day job and couldn’t teach any more. I’ve had no connection with them since 1991 (and I’m receiving no quid pro quo from giving them a plug here) but I’m still reaping the course’s benefits. Pull the money together and set aside the time to take the course. You’ll be glad you did. The real benefit will be that you’ll learn to “win friends and influence people” more effectively.
The second organization is Toastmasters. I’ve been involved with them as a member for more than two years. If you’re in sales, retail, wholesale, b2b or b2c, participating in Toastmasters can make you more effective at communicating your message. An added benefit for managers or for those who want to be managers is that you also gain coaching experience by evaluating others’ speeches. It’s a great place to network, as well.
Consider involving yourself with one or both of these organizations. They have changed many lives for the better. They could change yours too.
Did You Know that the American Cancer Society hosts an online community for cancer patients and survivors called the Cancer Survivors Network? If you or someone you know would like to talk with others who have “been there, done that” tell them to check it out.