… or do anything that can lead them to believe that they are not important to you.
Where to begin? So much material. So many messages. Mostly reminders of how not to do things.
I just spent a week filled with negative people. Whining couples conversing over their appetizers at a lovely restaurant. Little eye contact at Best Buy. No acknowledgment when you pull over to allow an oncoming car to pass through a narrow street first. Then, culminating with my insurance agent of nine years actually raising his voice at me when I asked him why he thought it was in his best interest not to return my phone calls.
Not only did this last example instantly destroy all probability for future insurance agent referrals—the lifeblood of insurance practitioners—but it managed to put an abrupt halt to the privilege of cashing Marchev’s commission checks… after nine years of doing so. (I had no idea it was nine years since I had laid eyes on this guy twice.)
Hidden message here: A client is a name on a list. A relationship is the result of ongoing communications.
It would not surprise me if this guy does not notice my exodus for some time to come. But there is no doubt about it, my policy commission dollars have buttered this man’s last roll and will no longer contribute to his kids college fund. It is not polite to yell at your clients. Please do not do this.
I’m certain this behavior does not define you, right? But just in case you have digested too much sugar lately, or you were beginning to feel the world is ganging up on you, I’ll give you four things to think about this week.
1. Don’t yell at your customers.
2. Don’t publicly showcase your frustrations.
3. Don’t roll your eyes or make noises while exhaling loudly in person or on the phone.
4. Don’t think for a moment that all people are as “squared away” as you are.
Believe me when I remind you that your customers don’t care about your problems. And, if they are at all like me, they are fed up with any indication of childish antics. And, if they are at all like me, they will vote with their feet. (Gotta go. No hard feelings.)
Call me naïve, but I thought it would snow in hell before I would be giving this kind of advice. Don’t yell at your customers.
If you succumb to this level of behavior, there will only be one loser. You figure it.
Mike Marchev is always looking for a few more proactive travel professionals to join his Sales and Marketing Club, mike@mikemarchev.com.
*** You want more to think about? Check out my weekly podcast (Miked Up Marchev). Also listed on Spotify, Apple Podcasts, Google, and iHeartRadio.
