Six
principles to build trust and generate advocacy:
1.
KNOW ME
·
Listen to me and
understand my state of mind.
·
Recognize the
emotional side of my problem.
·
Adapt to my needs.
·
Remember me and my
issues.
·
Gauge my readiness
to learn and understand in this moment.
And I will feel
rewarded and recognized for being a valued customer!
2. TALK TO ME
·
Calibrate your
language to talk to me on my level.
·
Don’t confuse me
with tech-jargon that I don’t understand.
·
Be
straightforward; tell me the truth.
·
Take the time to
listen to my request and understand my needs.
And I will feel you are focused on me and understand
my needs!
3. SHOW ME YOU OWN IT
·
Be 100%
accountable.
·
Stick with me
until I feel confident.
·
Anticipate,
respond and adapt to my needs through the journey.
·
Help me know where
to go for questions and issues.
·
Act outside of a
script, share real personal ideas and guidance.
·
Don’t make me talk
to a supervisor to get somewhere.
And I will give you credit for taking the time to
resolve my issue!
4. BE OPEN WITH ME
·
Inform me of the
process.
·
Don’t put me on
“black hold”.
·
Let me know where my queries stand at all
times.
·
Give me evidence and assurance that
it’s fixed.
And I will feel I’m dealing with someone I can
trust!
5. ARM ME
·
Give me something
to talk about (Wow Me).
·
Give me the tools
to teach others (Educate Me).
·
Inspire me to
discover new things I can do with my technology.
And I will welcome your communication with me!
6. VALUE ME
·
Be available to me
where, how and when I need help.
·
Thank me for my
business.
And I will feel appreciated!
