In our private spaces, we cultivate various forms of relationships with our fellow human beings. Friendly relationships, romantic relationships… But for the happiest of us! The customer relationship, on the other hand, is a particular form of human relationship in the corporate world.
But no matter what the relationship looks like, can we imagine that it can be sustainable without being authentic and sincere?
Perfect! Perfect! Once we’ve said that, can anyone tell me where the authenticity and honesty department is?
Let authenticity and sincerity in the customer relationship flourish! Oh, really?
It would be angelic to think that authenticity is a natural disposition of the best customer service representatives. It would also be delusional to imagine that it comes about spontaneously and effectively when customer service personnel are given a great deal of autonomy. Let authenticity flourish!
Sometimes you can wait a long time……..
In reality, authenticity is a learned ability that complements the competence of customer service staff and is part of their professionalism.
Of course, there are talents, but authenticity and honesty are primarily a matter of training and accomplishing the company’s missions.
Authenticity and sincerity in the customer relationship cannot be prescribed, it can be cultivated
Do you remember the arrival of Uber in France? We were seduced by the efficiency of the platform and the possibility of contacting a driver in a few seconds.
But what excited us the most, don’t forget, was the specific relationship that the drivers had with their passengers.
And that I open the door with a big smile and offer you a bottle of water, a candy, a plug to charge your iPhone. And do you have a favorite radio station that accompanies you on your journey?
It didn’t take long. Everyone, both the driver and the customer, felt like it was all over the top. That in reality the sincerity of the gesture was missing. As was its authenticity. At most, it was an operating instruction to be applied. A procedure. The drivers did not register.
The corporate culture propagated by Uber did not extend to employees with whom the company had only distant ties.
Authentic and genuine!
What Uber drivers have missed is not learning to be authentic!
As in sports, as in theater, naturalness and spontaneity are above all the result of a long process. And a professional work. Authenticity and sincerity cannot be improvised!
The problem with naturally authentic people (if you can call them that) is that they are (too) authentic! Your authenticity may not be your company’s authenticity.
An appropriation of sincerity in the customer relationship and of the company’s values
Authenticity and sincerity in customer relations are an appropriation of the company’s values by each individual serving the customer. (And why not tomorrow with all the machines in contact with the customer?).
It is a matter of translating abstract processes into concrete actions. There are many ways to smile, greet and welcome a customer. From the warmest to the most neutral way…
There is no right or wrong way, there is only the way that fits the culture of the company. This is authenticity. It is first and foremost sincerity.
Add a little levity and you have the perfect ingredients for a good and effective customer relationship.
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