Tag Archives: connection

ESP or Successfully Anticipating Customer Preferences?

Each time I visit the Fifth Third Bank I would get the eerie feeling that my favorite bank representative Rossana had ESP. Wikipedia says that ESP involves reception of information not gained through the recognized physical senses, but sensed with the mind.

My experience starts by pulling up to the drive-thru window and Rossana greeting me with a smile and before I can say anything she says “Good morning Mr. Sorensen what can I do for you today?”  She notices I’m listening to the radio and asks me what I am listening to. I replied some classic 80’s music. I’m depositing a check and based on passed visits she remembers my preferences of needing a copy of the check along with an account balance. She smiles and asks me if there is anything else that she can help me with today.

My next visit a week later, I’m greeted again with a smile, good morning and by name.  With my radio on Rossana asks “Are you listening to some classic 80’s music?”  Rossana remembered that I liked the 80’s sound which made me feel connected and sincerely interested on a personal level. I gave her a check to be deposited and Rossana mentions that Fifth Third Bank has a new type of savings account with a higher interest rate and asked if I was interested and I said yes I am, but I don’t have time today to sign up.  Rossana replied “I already switched your account over their is no paperwork that needs to be completed.”  She quickly gives me my deposit receipt, copy of the check, my balance and information on the new savings account all in a matter of a few minutes via the drive-thru.

Rossana not only anticipated my personal preferences of getting an account balance and copy of the check each time I visited, but also recognized that I was in a hurry and did all the paperwork in getting me a better yielding savings account.  I realize now that Rossana doesn’t have ESP, but has mastered the skill of successfully anticipating customer preferences and by doing so she takes the hassle out of banking and makes it easy to do business.

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Listen to customers vocabulary for clues on best communication


Listening to the words customers use can help you better communicate with the customer on their level.

One example,  are customers that use phrases like “I wish someone would just stop and listen to me”.  Try using a response like ” I can hear what your saying.” This is an example of a customer that best communicates and responds utilizing audible expressions.

Another example are customers that use phrases like “No one can see what I am going through.” Try using a response like ” I can in-vision what is happening to you.” This is an example of a customer that best communicates and responds using visual expressions.

Matching the context in which a customer is speaking to you helps a customer feel at ease and builds a connection with the customer.

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