Taking the EGO Out of Your Business

When I say EGO, what am I really saying? I am saying, to take you, out of the client / expert equation, and create a designed alliance. In turn take the short time you have with clients about what they need, versus what you can do for them.

Maybe by now, you’re asking why would this be important? But let me ask you, if you would like to provide your customers with excellent customer service, have your customers come back again and again, and have your customers become your sales force with real profit generating referrals. Sounds good doesn’t it. By taking you out of the transaction you will be providing all of the above plus making your clients feel listened too, helped and supported. And who wouldn’t want more of a good thing!

So how do you get started? Step one is to get over yourself. You’re already the expert, your clients know it, so there is no need to prove it. Before your client walked into your office they already made the decision that you’re an expert. The decision that has not been made, is if you are the expert for them. So it’s important to be aware of not passing on your opinions, assumptions and judgments to your clients. Provide them with the information they need without clouding their decisions, it’s like Dragnet always said “Just the facts Mam”.

Step two is staying present with your clients as this is the best way to help them. Some of you might be saying I am present, I am sitting right in front of them. But my question would be where is your mind? Being present is focusing 110% on the person or persons sitting in front of you. Not thinking what you’re going to have for lunch, how busy your day is or adding items to your grocery list, and to do list in your mind. Especially women are notorious for multi tasking.

Staying present is actually a 2 step process. The first is focusing on your clients and the second is really listening to your clients. Always listen with the goal of having to repeat word for word what your client is saying, this is a good trick to keep you, with your client. Don’t half listen, using the other half to figure out what you’re going to say next, or what a great story you have to tell. It’s not about you!!!!!

Develop a technique that brings you back to your client if you find yourself wandering. My trick is I say ‘Focus” in my mind, it immediately brings me back to the present and the messages my clients really have to tell me. Especially since in my business I not only have to listen to the words being said but the spaces between them.

I am not saying that you can’t tell your clients your great stories and important tib-bits, all I am saying is don’t interrupt your clients, wait until they’re finished before you contribute. What you have to say is important. Which brings me to three, understanding the impact of what you say has on your client. As I have already said, your client has already decided you are an expert and with that comes great responsibility. So just don’t throw anything out there, but think about everything you say first. Your assumptions, opinions and judgments have the potential of also becoming your clients. They may not have walked in with them but they could very well leave with them. Your clients will leave with them and communicate them to everyone they meet. They will start using phrases like “well ‘she’ said….” This could turn around and bite you from behind, so beware.

You might be saying but what if my clients ask for my opinion, that’s OK. You can qualify first that what you are about to say is your opinion. This will give your client room to make up their own mind and consider your position. You want clients to come to their own decisions first about what’s next for them. This way if it doesn’t work out as planned then they will not come back to you but will take partial if not full responsibility for the results, since they chose their own direction. But if you make the decision for them, watch out, it is said that a person will tell 10 people for a good deed and 100 for a bad one. You do not want to be on the receiving end of that kind of publicity.

In Summary if you want to provide excellent customer service and have repeat customers that generate referral business for you then take the EGO out of your business by Staying Present, listening, Don’t interrupt, No opinions, assumptions or judgments, Take responsibility in the words you say. And just watch your business expand and respect the impact you are having on the lives of your clients.