EGO and Customer Satisfaction: Part 2
Lead discussions on EGO to inspire professional growth and transform difficult encounters into opportunities for success.
Jim Stein
Published Date: July 10, 2024
Fostering “GOOD EGO”
Figure out how to foster a strong sense of pride in each team member’s quality work, displays of strong work ethic, customer satisfaction focus and professional development. Start by recognizing, thanking, and rewarding each team member on specific accomplishments and moments of success. Expand from there. Once you realize that your job is to foster GOOD EGO, you’ll come up with ideas to do so.
Teaching Your Team to Suppress “BAD EGO”
Use the GOOD EGO to suppress the BAD EGO. Frame your company’s customer interactions as a source of pride for team members—pride in their ability to make customers feel that they care. When dealing with difficult customers, think End Result. This means, don’t battle. “I’m right and she’s wrong” is replaced by, “I take pride in satisfying difficult customers and work for a good result as perceived by my customer.” Communicating with customers through the voice of your GOOD EGO is just as much of a skill as engaging in the “doing” of your profession.
Team members who take pride in customer interactions and suppress their BAD EGO to focus on the End Result will dramatically improve their results with difficult customers. GOOD EGO replaces BAD EGO. At that moment, it doesn’t matter if you’re right or wrong. The question is, what steps are you going to take to get the End Result that you desire (a satisfied customer)? I encourage you to start the discussion of EGO with your staff and see where it leads. It will be easier to tame BAD EGO and inspire GOOD EGO by naming it and helping them identify their behaviors that display each. Soon they will pride themselves on how professional they’ve become at working with sensitive customers.
Related Blogs
All About Positioning: An Interview With Greg Louie
Matthew Solis
Recently, I sat down with Greg Louie, founder and CEO of American Ratings Corporation, creators of Diamond Certified Resource, to get his perspective on Quality Customers and why it’s so important for businesses to focus on attracting and keeping them. Here’s what he had to say.
Helpful Expertise #4: Knowledge + #5: Insights
Jim Stein
Expertise is what members of your team know about the various types of work they produce and the industry they belong to. They’ve gained this knowledge through direct experience and study. You’ve trained them on Best Practices, which produce better outcomes, and they use their expertise to communicate with customers and decide how to do the work.
Latest Blogs
The Deciding Factor
Jim Stein
Your potential customers’ brains are constantly absorbing signals from both your company and your competitors and then using these signals as a basis to choose. Each market signal that your company sends moves their “preference for your company” needle up or down. One of your signals will be the Deciding Factor: the one that causes a Prospect to pick your company.
Force Success
Jim Stein
Ask most company managers and they’ll tell you the key to satisfying customers is to “do what the customer wants.” Although this is a reasonable answer, I believe in adding to this by embracing the philosophy of “do what the customer needs.” Although it takes extra time to educate a customer and merge their wants with newly learned needs, it leads to a more satisfied customer and it’s the right thing to do.