By Mike Hirschfield, CEO, Assured Influence

If you are not intentionally making the customer experience fun, you are undoubtably missing a huge opportunity to positively influence customers and ultimately boost sales.

Recently, I was conducting an immersive training session where I asked everyone to recall a memorable experience from their past year which they could say without a doubt was the most fun. Once they had their experience top of mind, I reminded everyone that the experience must have required a sacrifice of time. Everyone agreed. Then I asked them to raise their hands if they would have been willing to sacrifice a little more time to have the experience. Everyone’s hands went up. What about energy, I asked? Did you have to invest some energy in making the experience a reality? Of course, everyone agreed.

Then I asked them to raise their hands if they would have been willing to invest a little more energy to live out the experience? Again, everyone’s hands went up. What about the money, I asked? Did you have to spend some money on your experience? To no surprise, everyone nodded in agreement. Finally, I asked them to shout ‘yes’ if they would have been willing to spend a little more? Their response was unanimous!

We all wish our customers would be more willing to sacrifice time, invest energy, and spend money on the solutions we provide. Helping your customers have fun is the key. Below I will share with you the exact steps you can take to make your customer experience more fun and boost sales.

STEP 1: Help Your Customers Feel Comfortable in the Moment

If you were to look back at any experience that you would classify as fun, you certainly felt comfortable in the moment. In fact, if you are not comfortable it is physically impossible for you to have fun. When our customers aren’t comfortable with us or the environment we create, it can cost far more than a single sale. There are many ways you can help your customers feel more comfortable.

You can smile. Smiling is more contagious than the flu! It can’t be resisted. Just smile at someone and watch them smile right back at you. When you smile you appear more successful, you appear more confident, you appear more trustworthy, and you appear more approachable. Smiling communicates that you want to be with your customer, and it creates an environment where the customer wants to hear what you have to say.

You can meet them where they are. Customers are most comfortable when they feel that they belong. That they are surrounded by people who are just like them. When you communicate with your customers on their level, taking into consideration what they are good at, what they already know, and how they feel, you create a sense of familiarity that positively influences your customers.

You can cultivate trust through transparency and partnership. Customers are most comfortable when there are no surprises. Trust cannot be instantly created; it must be built. When you communicate through words and actions that it is you and your customers in it together, you create an environment where your customers can relax and truly enjoy their buying experience.

You can lead from the front. Customers are most comfortable when there is no pressure. This does not mean that you shouldn’t be persistent. It does mean that you should be communicating in a way that influences your customers to want you to lead. You can try and push every customer up the hill to a sale, but it is far easier and much more profitable when they follow.

STEP 2: Help Your Customers Feel Great About Being Them

When you are really having fun, you feel great about being you. After all, it’s hard to feel great about anything if you don’t feel great about yourself. When our customers don’t feel great about themselves uncertainty and indecision can rapidly set in. There are many ways you can help your customers feel great about being them.

You can apply the Platinum Rule. Unlike the Golden Rule, the Platinum Rule states that you should “treat others the way they want to be treated,” not the way that you would want to be treated. When you communicate to your customers that you hold them in high regard and sincerely value them, you create an environment where customers want to be around you.

You can pay unique compliments. No one likes flattery, but everyone loves a real genuine compliment. If you intentionally look for something to acknowledge, appreciate, and praise you will find it. When you communicate even the smallest unique compliment to a customer you create a feeling that can transcend any apprehension or self-doubt.

You can encourage. We all are looking for someone to believe in us and our ambitions. Your customers are no different. They all have things they would like to change in their family, at their work, and in their recreation. No doubt your solutions can help, whether directly or indirectly. When you encourage them along their path you create an environment where your customers want your help and seek your guidance.

STEP 3: Help Your Customers Enjoy Spending Time with You

It is impossible for you to have fun unless you enjoy your company. It can be your favorite activity, but if you were paired up with someone you don’t like you wouldn’t have fun. When our customers don’t enjoy spending time with us, they look for a reason to object and say no, but when they like us and they’re having fun they look for a reason to say yes. There are many ways you can help your customers enjoy spending time with you.

You can skip the small talk and really connect. Many customers are annoyed with small talk because of its lack of sincerity and authenticity. It’s best to get right to the heart of the matter and have real meaningful conversations. When you communicate that you are genuinely interested in your customers by asking really good questions you successfully gain the personal edge and create an environment where your customers feel that you are interested in them, that you understand them, and that you care about them.

You can ask for their opinion. Everyone loves to talk and share their opinions. Particularly, if it is in an area where they feel that they are an expert. Asking an opinion immediately communicates a respect for and an interest in your customers. We all want our customers to take an interest in us and our solutions, but the easiest way to become interesting is to first become interested.

We all wish our customers would be more willing to sacrifice time, invest energy, and spend money on the solutions we provide. Yes, customers are willing to sacrifice more time for things that are fun. Yes, customers are willing to invest more energy in things that are fun. Yes, customers are willing to spend more money on things that are fun. By following the steps above, you can make your customer buying experience more fun and successfully boost sales!

About the Author

Mike Hirschfield has served in both franchise and independent dealer groups, leading teams as large as 80+ to reach new heights of achievement. He teaches how to build personal influence, become trusted advisors, and leverage personal solutions that are aligned with a customer’s most powerful buying motives. He empowers teams by developing their ability to build connections and lead customers to take action and buy now!