In this article, I tell you how to talk to customers. Albeit it’s a useful communication skill for life and you can use it to communicate with your wife, husband, friends, family, etc. but since many of you asked me how can we talk to customers, I figured it’s best if I write an article about it.
The main principle of how to talk to customers
No one wants to feel dumb or naive. So whenever you talk to people, be careful not to let them feel dumb.
For example, someone takes his computer to a repair shop. The repairman says: how long have been since you defragmented this system?
He says: Pardon me, what? I didn’t get it!
The repairman says: you mean you don’t know what Disc defragment is?
The sentence conveys that “Disc defragment” is a simple thing that everyone should know and since you don’t know you are so stupid! It’s a shame!
Or another phrase like: you didn’t know? You really didn’t know? Everyone knows it; you should know it too.
Or: did you do this? Why the hell would you do it?
Or: everyone knows it. I don’t need to repeat it.
These statements make the listener feel like he’s stupid and naive. It doesn’t matter if he/she is a customer, your friend or family.
The main solution
So what should we have to do? We must say something so that they feel valuable even if they did something stupid.
There is no need to use specific words like defragment, even if there is a 1% chance that the person might not know its meaning. We can explain things and ask him if it was clear or does he have any questions?
If there is any ambiguity, we have to make it clear and tell him we might not be able to explain correctly, so whenever you didn’t understand, please ask your questions.
Once I bought an aquarium. The pomp wasn’t working well, so I called the repairman. It was so hard to work with it, so when he wanted to fix it, I grabbed my cellphone to record a video and learn it for a rainy day. Suddenly the repairman said: “listen carefully to what I am explaining. A stupid guy filmed yesterday while I was fixing his aquarium pomp like repairing it is such a hard thing”.
I froze. I didn’t want to seem stupid like that yesterday guy. So I put aside my cellphone quietly.
He could have said: “it can be tricky so if you want, you can film it or ask any questions.”
It’s critical not to let the customer feel stupid and dumb.
Imagine someone brings a machine to the shop and wants to get it repaired. The seller says: wow, what did you do with it? Did you wrestle with it?
These kinds of statements may be attractive to the repairman or seller, but the customer will feel terrible.
Now imagine someone enters the shop with that broker machine with her husband or vice versa. When the repairman says such a sentence, not only the woman feels stupid but also she feels ashamed in front of her husband or whoever she came with, mother, sister, friend.
But a wise customer repeats the process of repairing for several times and even asks if the customer has questions.
I hope this article helps you talk to your customers better and even improve your communication skills toward others. This is one of the techniques of how to talk to customers. I will post more soon.