Empathy is powerful. Leading with that mindset can change the course of any interaction with your customers. Showing empathy for your customers can immediately cut through any tough situation and allow you to solve the problem faster.
Now, remember, empathy is different than showing sympathy. When showing empathy, it’s important to keep in mind that it has to be something you’ve also experienced as well.
em • pa • thy (noun)
the ability to understand and share the feelings of another.
It’s 2017—customers don’t want to hear “this is our policy”.
Whenever I hear stories about a friend dealing with a brand that is stuck on their policies, it drives me up the wall. These brands don’t have even the slightest amount of empathy and eventually, they’ll lose. Maybe not this year or next year but eventually, they will be exposed.
If you’re serious about your business, product, service, etc. you need to start thinking about each one of your customers as a person and not a number. If you want to win in 2017, your customer experience needs to feel human.
Technology is exposing brands that aren’t treating their customers like humans.
How do you show Empathy in your Customer Service?
Great question. It’s simple really. You can finally show empathy when “you eat your own dog food“.
Can you honestly say you’ve experienced your product or service at first hand? Do you truly understand what your customers are going through? If not, then you aren’t eating your own dog food.
I genuinely believe whether you’re a small startup, small business or large enterprise you need to be continually experiencing your product or service. If it’s been some time, I would bet you’ll be surprised and almost shocked to see some of the things you’ll uncover.
Let us push ourselves to be empathetic
This all sounds so simple. I get it but are you nailing the basics? Are you showing empathy with your customers?
I would challenge anyone running a business to assess their current customer support/service operation and see what you uncover. Let’s stop thinking about our customers as just a number and remember that was a person that raised their hand, opened their wallet and said, “I like what you’re saying and I’m going to pay you for it.”
Don’t take your customers for granted.