Customer loyalty through friendliness

Customer loyalty through friendliness

If there is little difference in the offers between competing companies and friendliness is the only distinguishing feature, the customer bases his evaluation on this. You can then score points with emotional competence. The customer does not experience the friendly behavior of the staff in isolation, but as representative of the entire company. It draws conclusions from the staff to the company, i.e. with a likeable employee, the positive feeling is transferred from the contacts to the benefits package.  Everything he perceives is given a positive marker. This even reduces the customer's price sensitivity and leads to the acceptance of higher quality products. There are always customers for whom empathy and appreciation are important. Friendliness creates trust and increases customer loyalty. Kindness costs nothing, but brings a lot. The work will not be less for the staff, but it will be more pleasant and easier. Friendliness is an automatic exchange transaction; whoever offers it receives it in return from the customer. Gaining sympathy is possible when you look for the customer's likeable sides. Every customer has at least one. Friendliness when greeting people is very effective because the first few seconds set the stage for the rest of the customer contact. Good contact begins with greeting the customer in a friendly manner, even on the phone.

1.  „Eigentlich habe ich gar keine Gelegenheit, mich um Sympathie zu bemühen. Ich habe genug zu tun. Der Schmusekurs mit Kunden liegt mir nicht.“
2. „Wenn ich ein persönliches Problem habe, dann ist das so, und ich kann das nicht einfach „löschen“ wie im Computer.“
3. „Hektik und Stress versauen mir die gute Laune und dagegen kann man nichts machen.“
4. „Wenn mein Kunde unfreundlich ist, dann kann er von mir nicht Freundlichkeit  erwarten.“

Everyone believes that they are friendly. This claim is justified by the fact that no customer has ever complained about unfriendliness. “Don’t be unkind” doesn’t mean “be kind.” If kindness were measurable, most would be in the middle range and could therefore improve. What can you do to make kindness visible?

If you want to influence your customers with kindness, you have to come to terms with your own feelings. Regulating your own emotions is a prerequisite for responding positively to customers. The sooner you recognize your own frustration, the easier it is to program yourself positively.

Some people are born with a positive attitude, they don't need to make any effort, they are just (almost) always in a good mood. And they are among the popular employees that customers enjoy dealing with. Anyone who is satisfied with their work and the working atmosphere finds it easier to radiate a friendly attitude and thus find access to customers. If friendliness corresponds to your inner attitude, it appears authentic and lasting and even a stressful customer can relax. The appeal to yourself, “I have to appear likeable now,” is only an emergency solution. Natural kindness never arises under pressure. It's tiring and you can't keep it up for long. A fake smile is perceived as a “grin” and devalues ​​your charisma. Anyone who has to make an effort to be likeable comes across as tense. With a positive attitude, it is easy to see customers positively and behave in a friendly manner without internal pressure. Even if customers don't talk about it openly, they usually unconsciously value friendly staff.

Customers sense whether they are treated with indifference and only see them as a source of revenue. Appreciation and goodwill are important building blocks. If you have to reject a customer request, negative words quickly arise: “That’s not possible.” Or: “I can’t help you with that.” (more positive: “I suggest the following to you…”), The addition of “unfortunately” does not improve the effect of the formulations either. Words like “You must…” and “You must under no circumstances…” are negative, but can easily be rephrased to “Please note…” and therefore do not leave a negative impression. “Thank you” and “please” are always well received if you don’t overdo it. Customers notice whether nice words are meant seriously or just a facade. Only positive thoughts lead to positive expression. Negative attitude does not create a basis for a pleasant atmosphere. Hectic pace, stress or excessive demands on employees are a major burden that not everyone can cope with. If you have collected bonus points through positive charisma in your last contact with the customer, you will not be immediately “judged” by the customer if the positive charisma is not present in the current contact.