bug 41
USING EMAIL TO DISCUSS SENSITIVE ISSUES
Email is good for routine customer service and even creative conversations.
But when the customer is struggling with something, it's better to get on the phone and have a real-time conversation. Works like a charm.
bug 42
FAILING THE PHONE APPOINTMENT WITH THE CLIENT
It happens, from 1% to 2% of the times, maximum.
If it happens more often, it's time to make a drastic review of your system, organization, schedules, yourself and customers.
Tips:
• Schedule your customers in blocks of calls in a row.
• Ask your client to call you if you don't call on time.
• Prepare a reminder system so you don't forget.
• Use an alarm clock.
bug 43
BE RUDE/DIRECT WITHOUT WARMTH
The client pays for the truth but not for cruelty.
The truth can hurt, so be gentle and sensitive.
When communicating sensitive topics, keep your tone neutral (clean, neither cloying nor critical)
Feelings matter; the truth without compassion is unnecessarily harsh and also unprofessional.
bug 44
INTERRUPT THE FLOW SHARED BY THE CUSTOMER
Many clients are creating as they speak; allow it.
Even when it seems unclear, give them space to talk until it makes sense to them.
Don't pepper with questions and comments. Be present in mind and spirit, but do not interrupt.
Keep quiet even when the customer blanks or sighs; the good is about to surface.
Don't let your penchant for clarity make you interrupt your client's train of thought.
bug 45
SPLASH THE CUSTOMER WITH QUESTIONS
Asking questions is a very important part of the coaching process.
You ask questions for 2 reasons:
1. To obtain customer information.
2. To help the client clarify an objective, a value, a problem, a strategy, a need, an idea, a situation or a priority.
The mistake is asking many different questions without "hearing" what the client has said and responding to that specifically. Getting splashed is annoying.
bug 46
THAT THE CUSTOMER DOES NOT FEEL HEARD
In the search for good Coaching, sometimes the Coach does not make sure if the client feels heard. He does not realize that when the client feels heard and understood, something new opens up for the client, which is a key point in the coaching process.
Remember; that you listen to the client and that the client feels listened to, are two very different things.
Find ways to let your client know that you're both listening to their words, feelings, ideas, concerns, and dreams—everything, not just the words.
bug 47
CORRECT CLIENT LANGUAGE
In order to help improve what the client is trying to say, some Coaches force the client to speak as the Coach does and eradicate:
• Any word or term that sounds “negative”
• Feelings that are not “productive and positive”
• Attitudes that are not perfect, ideal
• Humanity
These Coaches are afraid to experience the full spectrum of emotions and restrict the client's freedom to feel how they feel. Unlucky.
bug 48
THINK YOU MUST HAVE THE ANSWER
Sometimes you will have answers to the needs, problems, questions of the client and other times you will not.
Don't feel pressured to have the answers, unless the client has hired you as an expert on the subject.
If the client pressures you inappropriately, ask them to stop and work with them to find their own answers or refer them to someone who does.
bug 49
ALLOW THE CUSTOMER TO BLINDLY FOLLOW ADVICE
Do not allow a client to blindly follow your advice unless you are sure that he has filtered it and adapted it to himself and his situation.
Clients blindly follow advice because:
• they want to please you
• They don't want or can't think for themselves
• They want to be able to blame someone if they fail.
• They are stuck in a child/client role
If this happens, stop giving advice and ask the client to come up with their own solutions and strategies.
Mistake #50
BEING TOO DIRECTIVE WITH CLIENTS
Some Coaches are very directive and others are not at all.
It is your choice as a Coach what degree of directivity you want to assume in your Coaching.
The best choice is based on the needs of each client.
You know you are being overly directive if:
• It is you who speaks almost all the time during the session
• The customer depends on you to fulfill orders
• You feel like you are managing the customer's life
• You are not extracting the wisdom of the client