Does anyone actually WANT to deal with customer support?
- The dreaded support phone call. Sure, a lot of support is offered over the web, via email and social media, live chat and sometimes even on-site (although that’s usually an expensive option and a last resort…).
- Something has gone quite wrong, you are no longer able to do what you want or need to do with some piece of equipment or service, and you are utterly STUCK (and losing time on that deadline) until it gets fixed or replaced.
- As the owner, you feel totally responsible for what happens with your product and service, but you dread the call from the customer who is having problems. You feel like it reflects on not only the quality of your business, but on your personal efforts. Besides, it pops up, totally unwelcome, in the middle of your day when you have a LOT of other things already planned out….disruption-city!
- Oh, and you (as owner) are scared to death that this problem will end up online, and in other word-of-mouth scenarios, and give your business a black eye….
Does it have something to do with the lighting?
- Focusing in on a face, moving to another face and so on. I really want to see if I am connecting with each person. However, unless I have what I’m doing TOTALLY ingrained in my mind, I can “lose the groove”, so to speak, and end up either stumbling, heading “down a rabbit hole” in my story, or “vapor-locking” altogether (that is, stop with a total blank in my memory and delivery, and stand there like a tree…). None of those alternatives is very attractive.
- Kind of “defocussing” the individuals and scanning the group without any real attention paid to any one person. While this can aid in concentration and focus, it can advance the impression that I’m just “putting on a show” and am not interested in the group. Believe me….they can tell.
How uncomfortable are you with your audience?
What do you think about when you hear the word “visitors?”
How you interact with your customers and prospects can show you (and them…) how you think of them. Without resorting to standard definitions, I visualize the difference this way:
Community is harder…is it worth it?