Before she married dear old Dad, my Mom sang with some of the Big Bands.
In that era, the tune, “In The Mood” was a smash hit.
One thing is for sure. Customers have to be in the right mood in order to buy, and certainly to buy the amount and type of product or service we wish to sell.
But we can’t just leave customers to their own devices, hoping they’ll feel just right when we need to make a sale. We have to do what we can to manage their predisposition to buy, to enhance their moods.
Here are five things you can do to elevate people’s moods, on the spot:
(1) Make them smile.
The easiest way to do this is to smile at them, even if you’re speaking to them over the phone. Jokes can work, anecdotes, too. Beware of self-deprecating humor, however. You don’t want them to think you’re a goof.
(2) Compliment them.
Anything is grist for a complement. If their receptionist seems professional and well trained, say so. Praise the beautiful art or inspirational quotes they’ve placed on the walls.
(3) Listen to them, offering supportive nonverbal feedback as you do.
It’s very rare to enjoy the rapt attention of anyone, these days. So, when you’re clearly hanging on their every word, you’re silently screaming, “You’re important!”
It’s a lovely feeling.
(4) Overlook poor appearances, social gaffes and miscues.
I was 21, an account executive in a Beverly Hills car leasing agency, when a 19 year old and his 18 year old girlfriend came in and asked me how much they would have to pay per month for a Ferrari.
Because they were younger, shabbily dressed, and sounded so cavalier, I gave them an abrupt reply, tossing a credit application their way, and instructing them to hand in the paperwork before leaving.
Within 30 minutes of their departure, my credit manager, Tony, asked me, “Where are they? Where did they go?”
I told him, “No problem, they left. ”
“Oh, my gosh, ” he said. “That kid is worth millions. He has a trust fund that is huge. Call him, and lease him anything he wants!”
I blew it because I trusted my judgment about appearances, and killed their buying mood.
(5) Tell yourself, “I’m going to enjoy this”
One of the surest ways to elevate another’s mood is by starting with yours.
Do these five things and you and your customers will always be in the mood to do business.
Dr. Gary S. Goodman, President of Customersatisfaction.com, is a popular keynote speaker, management consultant, and seminar leader and the best-selling author of 12 books, including Reach Out & Sell Someone® and Monitoring, Measuring & Managing Customer Service. A frequent guest on radio and television, worldwide, Gary’s programs are offered by UCLA Extension and by numerous universities, trade associations, and other organizations in the United States and abroad. Gary is headquartered in Glendale, California. He can be reached at (818) 243-7338 or at: firstname.lastname@example.org .