YOU MUST BELIEVE IT BEFORE OTHERS WILL FEEL IT.
You cannot fake authentic care. Customers only feel genuinely cared for when the people
helping them truly believe in the service and experience they are creating.
A famous songwriter once told singers that to connect with the audience, and to make the audience feel the song, they had to believe the words they were singing. This is why some artists will close their eyes. They’re trying to envision in their minds the words, scenes, and images the songwriter has written. The artist wants to own and believe the lyrics and make them their own. If it’s a song about love, the artist will remember someone they loved and channel those memories and feelings into the performance of the song. The same is true for a sad or happy song. Artists will tap into something that will help them make the lyrics their own. They don’t want the song to be something written for them, but a song written about or from them.
Artists know a truth that the rest of us must accept. We must believe it before
others will feel it. You cannot fake authentic care and talent.
You Cannot Fake Authentic Care
Businesses should care about the customer, and they should be well-versed in how to show and display that care. You can teach people steps and processes to resolve a problem a customer is experiencing, but you can’t teach people how to care. For a client to FEEL they’re cared for, the person offering the care must own and believe in care as an ethic. The customer will only feel genuinely cared for if the employee offering the help believes in helping others.
Have you ever been on hold with customer service and said, “These people don’t really care. Why am I wasting my time?” What made you feel like that? It could have been the lack of answers, the long wait time, or being passed around from specialist to specialist and never got a true solution. When you are speaking to customer service, you want someone who cares.
Hire People Who Believe in Caring
As a leader, don’t just hire people who know their skill set. Hire for attitude. Recruit individuals who believe that caring for others is a critically important thing to do. When you’re a computer or software company, it’s significant to hire someone who knows how to fix computers and resolve software. But what’s more meaningful? Hiring someone who believes fixing those problems is the right thing to do and makes an impact.
Help Your Team Believe in the Experience
To make a difference, you must first believe you can make one. If you want the guest at a resort to feel a certain experience, then the staff must believe that experience can be created. If the team doesn’t believe it, then the guests will never feel it.
As a leader, give your team the tools and training to make the kind of customer experience you wish for them to create. Give them the tools needed. Build their self-confidence in their ability to interact with others. Allow them to have freedom in how they fulfill the needs of the customer. Encourage them to genuinely engage and care for the client. Help your team to feel and experience what you want the guest to feel. By doing so, they’ll have a reference point and goal to achieve when interacting with others.
When Your Team Believes, Customers Feel It
Your customers will never feel it if your team doesn’t believe it. Hire believers in what you’re trying to achieve. Recruit people who care. Do that, and your customers will become repeat clients.
Creating Unparalleled Experiences,
CHRIS ADAMS
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