I came across a quote recently and it really made me think about the "state" we find our Customers in sometimes. Often, we are completely unaware of how they feel or what they think of us. Their "state" is a mystery to us.

Here is the quote. "There are only two states in our lives. The state we are in and the one we just left."

So, what state is your Customer in? Afraid? Understanding? Determined? How can you change their reference, their frame of mind? Which state do you want them to be in when they leave your business or hang up the phone? ( No, it's not one of the 50 states smartaleck)

Here are a couple of Customer Service states to choose from and what to do about them.

Fearful Entrance vs Confident Departure.

Sometimes Customers are in fearful state. They are not sure what is going to happen, not sure you can help them and not sure of what they would like as an outcome. They look to you, and you take them from a state of fearfulness to one of confidence by; A Practicing Active Listening, B Paraphrasing to confirm understanding, C Offering Solution Statements and D Following Through.

Confusion vs Understanding. Sometimes they are just not sure what they came in for, but you are just the person to help them. (I am thanking every clerk who has ever helped me at the home/hardware store). They are looking to you for answers because their brother -in - law don't know either.

Taking a Customer to the Understanding state sometimes is as easy as directing them to aisle 17, and other times it requires you walking out to the parking lot and staring at a thingamajig on the whatchamacallit. It's your expertise that makes a difference.

Unknowing vs Knowing. This state is best described as the firm handshake, nod of the head and warm hug at the end of a conversation that tells you, Customer Service Professional, that you just helped out in a big way.

This state of "Knowing" is the difference between a recommendation and a condemnation, a smile and a frown when your name is mentioned and the difference between a friendly shout and just shouting.

Knowing is that state where everyone "knows" that the best place in town is your place, that the answers they seek come from your phone or website and the satisfaction of "knowing" that when they get into their car and drive to get something done, they end up at your place. That's Knowing.

Which state do your Customers find themselves in? More importantly, what are you doing to change their frame of mind?