Creating Clarity for Distracted Customers

Published: 03/12/2011

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Tip on How to Improve Customer Service

Creating Clarity for Distracted Customers

While supposedly talking with you, today's distracted customer may be simultaneously receiving PDA phone calls, text messages, and emails. Perhaps they're also anxious about their other errands, or worried about their other buying options. No wonder it's increasingly difficult to sell extras and add-ons. Customers have a lot on their minds. Next time, give yourself a chance to be heard. As you sit-down together, start with, "How's our time - are we OK? (wait for their response) "Good. I'll just turn-off my phone so we're not interrupted." Upon hearing this, the customer makes a decision whether to hear you out. You'll notice they visibly relax, appreciate your consideration, and are in a better frame of mind to make buying decisions.

Today's Chuckle:
A clean desk is a sign of a cluttered desk drawer.

Jeff Mowatt, B.Comm., CSP is a professional speaker and best-selling author who works with organizations who want to strengthen customer loyalty, increase spending per customer, and recharge customer service teamwork. To inquire about engaging Jeff for your team, email us at or call toll free 1-800-JMowatt (566-9288). Web: