与客户搞好关系的5大要点

与客户搞好关系的与客户搞好关系的 5 大要点 如何把趾大要点 如何把趾 高气昂的高气昂的 上帝上帝 变成合作伙伴 变成合作伙伴 查大伟 2014 年 12 月 02 日 查大伟 David Chard 是一位领导力培养顾问 在亚太地区拥有 30 年的从业经验 作为 联心管理顾问有限公司 EngagingMinds 的创始人 他全身心致力于通过领导力和领导 策略实现个人和组织向敬业型转变 他普通话流利 经常来往中国 他的联系方式是 info engagingminds biz 当你把一名客户当做 上帝 你就舍弃了他们的人性 从今天开始 把你的客 户 当作普通人看待 在合适的人际关系中重新定位你的顾客 最近 我收到一位财富中文网读者的电子邮 件 提出了一个非常好的问题 她在信中写道 客户对待我们的方式让我深感沮 丧 他们总是摆出一副 上帝 的样子 希望我们像仆人般顺从 他们趾高气扬 粗 鲁无礼 常说 我付钱 你就得照我说的做 这种话 要改变这种客户关系 我应该怎 么做 在那些把合作伙伴当作 供应商 沿 用老掉牙的商业模式的地区 以上情况屡见 不鲜 在这种商业模式下 客户就是上帝 服务供应商被当作顺从的仆人 甚至是奴隶 年轻时 我曾经在一家广告公司担任业务经 理 那时就常常遇到这种情形 我记得 曾经有一个客户是一家跨国企 业 这家公司对合作伙伴总是抱着 呼之即 Recently I received an email from a Fortune China reader with an excellent question Essentially she told me I feel deeply frustrated about the way our customers treat us they always act as Lords and expect us to just be obedient servants They act so high and mighty are often rude and say things like we pay the money so you just have to do as we say What can I do to change such relationships This is a very common situation in a region where partners are more often referred to as vendors and is based on a very old model of business the model where customer 来挥之即去 的态度 常提各种过分要求 而且给的任务时间还特别短 总是希望我们 能够创造奇迹 而我们通常都尽力达到了他 们的要求 却从未听到过一声 谢谢 一 旦有半点差池或无法赶上客户要求的进度 我们还要挨骂 事实上 在我第一天接触这 家客户时 我就在他们的办公室领教到了这 一点 当时我被门卫带到办公室门外 他叫 我坐在一张凳子上 告诉我 在这里等一下 等领导需要时再见你 显然 以前的代理 商都被这家客户训练得没了脾气 次次都派 人耐心地坐在凳子上等候 上帝 对他们的 召唤 我当然拒绝接受这种模式 由此开始了 一段长时间的努力 直至被客户当做是真正 的合作伙伴 而不仅仅是供应商 现在回想 起来 那是一段很好的学习经历 让我学到 了许多东西 可以在后来 30 年的客服顾问 生涯中多次用到 在我看来 要把 上帝 变成合作伙伴有五大要点 任何人都能做到 分享如下 1 1 如果你卑躬屈膝 别人就会不把你如果你卑躬屈膝 别人就会不把你 当回事 当回事 如果你将客户奉若神明 在他们面 前点头哈腰 他们一不高兴你就战战兢兢 那么客户自然会瞧不起你 为什么 因为你 的行为传达出这样一个信息 我什么都不 是 只是一个卑微的服务供应商 而您是有 钱的上帝 或许你曾经见过其他人在他们 的上帝面前如此卑躬屈膝 又或许有人告诉 过你 这就是我们的命 只有这样才能活 下去 如果真是这样的话 你听到的都是 些糟糕透顶的建议 事实上 这一切都取决于你自己 你的 言行举止应当值得别人尊重 如果做不到这 一点 就得不到尊重 你怎么对待自己 别 人就会怎么对待你 所以不要再教别人如何 去不尊重你 从现在开始 改变你看待自己 的方式 要知道 每个人的自我价值都是一 样的 没有人更高贵 没有人更低贱 人的 自身价值并不来自于头衔 工资或经验 它 是一种天赋 在你出生那一刻就拥有的 无 is Lord and service providers are seen as obedient servants sometimes as slaves As a young man I worked as an account executive in an advertising agency and experienced this model regularly I recall one client a global company that were in the habit of snapping their fingers and making outrageous demands on short notice and expect us to work miracles We often did just that never got so much as a thank you but could expect verbal abuse if we made the slightest mistake or did not move as fast as they wanted us to In fact on my first day serving this client when I arrived at their office I was led outside by a janitor and told to sit on a bench and wait here in case they need something It was clear that the previous agency had been trained to have someone sitting patiently on that bench at all times waiting for the Lords to snap their fingers Of course I refused to accept this model and it was the beginning of a long process leading to being accepted as a partner rather than a vendor And looking back it was a great learning experience with lessons that I was able to apply many times during my 30 years as a consultant serving customers Here I m happy to share what I feel are the five most important things anyone can do to transform Lords into partners If You Act Like a Slave Expect 法消减的天赋 相信自己拥有独特的天赋 能够去影响别人 然后昂首挺胸做人 你本身 要比你所说的话更有分量 拉尔夫 沃尔多 爱默生 to be Treated Like One If you put your customers on a high pedestal go in bowing and scraping before them living in fear of their every displeasure you can expect to be treated like dirt Why Because your behavior conveys the message I am nothing just a lowly service provider and you are the Lord with the money Perhaps you have seen others acting life peasants under their Lords or even been told that this is our fate the only way we can survive If so you have been given very bad advice The truth is it is up to you to behave like someone worthy of respect and if you don t you won t get much People will pretty much treat you as you treat yourself So stop teaching people to disrespect you and start transforming the way you see yourself get very clear that every person has exactly the same amount of self worth not more and not less Your worth does not come from your title your salary or your experience It is a gift you received at birth and it can never be diminished Know that you have unique gifts that can make a difference for other people and hold your head up high Who you are speaks so loudly I can t hear a word you re saying Ralph Waldo Emerson 记住 记住 没有你的允许 没人能够轻视你 2 2 和你一样 客户也是人 和你一样 客户也是人 无论是什么 职位 年龄 有什么经验或权力 客户也只 Remember no one can put you down without your permission 2 Customers Are Just People Like 是普通人 他们有家庭 烦恼 压力 希望 和梦想 你想要的 他们也想要 他们也同 样经历过悲欢离合 当你把一名客户当做 上帝 你就舍弃了他们的人性 从今天 开始 把你的客户 当作普通人看待 在 合适的人际关系中重新定位你的顾客 去了 解现实生活中的他们 了解他们看重什么 有什么烦恼 设法提供帮助 他们不过是有 缺点但努力做到最好的普通人 记住记住 千万不要都往自己身上揽 他们 没有针对你个人 即使他们粗暴 疏远 冷 漠 那又怎样 那只是他们的事 与你无关 所有成年人都知道这个道理 太介意的话 只能说明你觉得世界都是围绕你在转 并不 是这样的 所以改掉这一点 3 3 注重人际关系 而不是注重人际关系 而不是 交易交易 你 有没有经常把客户看作提款机 或是只盯着 交易完成时的那笔钱 这种想法相当常见 如果在你眼里 拿到订单 赚钱 就 是客户的代名词 那么他们的行为表现就会 像上帝 毕竟 你显然根本没有把他们当人 看 而是和其他人一样 想着如何从他们那 里赚钱或者赚到便宜 想让他们视你为合作 伙伴的话 就要将心比心 把他们视为你长 期合作关系中的一部分 把他们当做客户去 对待 大多数人只会动动嘴皮子 他们的实 际行动充分说明了他们没有努力实现双赢 那些和你最亲密的人 你对他们的了解有多 深 答案是 你们对对方都了若指掌 那么 为什么不能对你的客户做到这一点 因为你 并没有把他们视为潜在的朋友或长期合作伙 伴 4 4 建立共同点 建立共同点 将了解客户的一切当 You Regardless of their position age experience or power customers are just ordinary people They have families problems pressures hopes and dreams They have the same human needs that you do They have experienced joys and tragedies When you treat a customer as Lord you are actually dehumanizing them So start today to re humanize they way you think about your customers and begin looking at them in the context of a potential human relationship Start to become curious about what their personal lives are like what s important to them what are their frustrations and how you can help They are just people with flaws and doing the best they can for now Remember Never ever take anything personally It is NOT about you Even if people seem rude distant cold whatever That s about them not you All grown ups know this Taking things personally is a sign you think the world revolves around you It doesn t so get over it 3 Focus on Relationships Not Transactions Do you sometimes see your customer as an ATM machine A source of money at the end of a transaction This is more common than you may thing And if you see a customer only in terms of getting the order or making a profit they will not fail to act as Lords After all its clear you care nothing for them as people you are like everyone 作事业来做 包括 个人经历 包括出生日期 家庭成员 喜欢的体育运动 欣赏的名人 爱好 喜爱的书籍 喜爱的电影 喜爱的食物 不喜欢的事物 梦想 愿望以及目标 else trying to get their money take advantage of the etc So if you want to be seen as a Partner on an equal footing start seeing and treating each customer as part of a long term relationship Most people give lip service to doing this but it is clear from their actual behavior that they don t actually play a Win Win game In your close relationships how much do you know about the people you are close to The answer is you know a lot and they know a great deal about you Why don t you know as much about your customers Is it because you don t really seem them as potential friends or long term partners 4 Establish Common Ground Make it your business to learn everything about your customers including Personal History including birth date Family Members Favorite sports Favorite celebrities Hobbies Books they like Favorite Movies Foods they like What they dislike Dreams aspirations goals 了解这些信息后 就可以寻找 共同点 再与客户分享 如果没有 也请不要伪造共 同点 谎言终究会被识破 要建立共同点 真实才是关键 共同点的建立可以在私人会 面时完成 例如午餐 晚餐 甚至一杯咖啡 的时间 这并不意味着你需要带着客户出去 喝到酩酊大醉 事实上 这些场合反倒很难 与客户分享经历 然而 通过一个真诚的请 求表达出你想了解他们的意愿 就能明确传 达出这样的信号 你在乎他们 你想融入他 们 了解他们 分享你的个人经历能够转变 他们看待你的方式 学会将客户信息整理出一份资料 并在 每次会面或致电前回顾这些内容 带着对客 户的了解与之对话 这样他们每次都能感受 到 你并没有单纯地将他们视作交易对象 而且你们还拥有共通之处 这就是建立 默 契关系 的秘诀 在默契的状态下 两个人 很容易达到和谐之境 建立的默契越多 对 方变成 上帝 的机会就越小 人们愿意和自己喜欢的人做生意 而 且往往也喜欢那些与自己相似的人 安东尼 罗宾 5 5 用心聆听 而不仅仅是给个耳朵 用心聆听 而不仅仅是给个耳朵 很多人都不会倾听 为什么 因为他们都在 忙着思考要说什么 或准备进行辩解 或回 击 或 证明自己的论点正确 这是非常 悲哀的 同时也几乎是所有问题的症结所在 你可以把握和客户在一起的一切机会 通过 学会全心 聆听 客户的要求 改变你的倾 As you learn these things look for the common ground and share it with them Don t fake it or pretend you have things in common if you don t You will be found out To establish Common Ground authenticity is key This can be done during personal meeting time such as lunches dinners or even a cup of coffee It doesn t mean you have to take them out and drink with them until you pass out In fact on those occasions very little is often shared But a sincere request to learn more about your customer sends a clear signal you care you are involved you want to know them as people Sharing a personal story about yourself literally has the ability to transform how they see you As you learn keep a file on them and review it before each meeting or phone call Bring your understanding of them into conversations each time reminding them you are a person that sees them as more than a transaction and that you have things in common with them This is the secret of building Rapport a state where two people easily get into harmony The more rapport you build the less people act like Lords People like to do business with people they like And they like people who are like them Anthony Robbins 听能力 注意他们的面部表情 聆听他们的语调 聆听他们的呼吸频率 聆听情感 聆听更深层次的问题和关注点 聆听对获取帮助的请求 通过聆听寻找做出贡献的可能性 这种聆听方式需要练习 而且不管是谁 只要愿意放下自我并且敞开心扉去体会他人 的全部 都很容易习得 练习的次数越多 就越容易做到 事实上 对他人产生影响力的最有力方 式是聆听 而不是述说 同时 在你述说时 将聆听到的内容反映到你的述说当中 5 Listen with Your Heart Not Just Your Mind Most people simply don t listen Why Because they are too busy planning what they want to say or planning to defend or hit back or score a point That is very sad and is actually the cause of almost all the trouble there is You can transform your listening by learning to be fully present with your customers whenever you are together Listen to their facial expression Listen to the tone of their voice Listen to the rate of their breathing Listen for emotions Listen for the deeper issues and concerns Listen for requests for help Listen for the possibilities to make a contribution To listen in this way takes practice and it can be easily learned by anyone who is willing to put their own ego aside and just open themselves to experiencing the totality of the other person The more you practice the easier it gets Listening is the most powerful way to gain influence with others not talking And when you speak let your speaking reflect what showed up in your listening 记住 记住 绝不要想当然认为自己已经理解 始 终要说 谢谢你的分享 不知我理解的是否 正确 然后尽可能用他们自己的语言进 行复述 事实证明 用他们的语言表达进行 回复 是另一种建立深层次默契和信任的方 法 这样做时 你经常会发现 其实自己并 未理解 这可以让你避免犯下大错 如果你告诉自己如果你告诉自己 说到容易做时难 这一点确实没错 人际关系从来都不是一件 容易的事 欢迎来到地球 那么为什么 要花时间将 上帝 变成合作伙伴 当你实 现这种转变时 就会获得以下好处 当你成为一名值得信赖的顾问而不