Take Flight – Business Growth Strategies with Business Coach Dan Holstein

Robbing the Emotional Piggy Bank...of Your Customers

April 28, 2022 Dan Holstein Season 1 Episode 88
Take Flight – Business Growth Strategies with Business Coach Dan Holstein
Robbing the Emotional Piggy Bank...of Your Customers
Show Notes Transcript

Whenever we interact with our customers, we are having an impact on them. The impact is rarely neutral, and usually either positive or negative. When we have a positive impact, its like making a little deposit into their emotional bank account. Having a negative impact on a customer is like making a withdrawal from their emotional bank account. Whether we are making a deposit or withdrawal is based on how our customer feels after interacting with you or your team.

Here’s a little story to illustrate the concept. My son and I were flying cross country and I had paid extra to get a window seat. We’re big airplane fans and we wanted to see the sights as we were flying across the country. We get to our row, and there’s actually no window! Just the bulkhead! So frustrating!

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Hey everybody, Dan Holstein here with another Rev Up Your Business Video. This week we're talking about bank accounts. And not your money bank account, but your emotional bank account. And your customers emotional bank account. What do I mean by emotional bank account? Either we're pouring into somebody or we're taking out based on our interactions with them. Here's a little story to illustrate it. My son and I were flying cross-country to Las Vegas a week or so ago, and I had paid extra to get window seats for my son and I. We're big plane fans and we wanted to see the sights as we're flying across the country. we get to our row and we look and there's our seat and there's no window it's just a bulkhead I thought"Oh it's so frustrating!" So for me that was like a withdrawal from my goodwill or emotional bank account. I felt really frustrated so the airline really had a big withdrawal there. but then I tweeted out to them and said "hey where's my window?" and they got back to me right away and said we're really sorry about that, Here's a link to a refund. so that was a little deposit back in. They made me feel a little bit better about that. What happened on the way back was really cool. We were getting on the plane, we're talking to the flight crew and they found out that my son really likes planes and they said "Tell you what, when we get to Toronto why don't you bring your son up to the cockpit and we'll show him around." I thought "Wow! That's great! That's a nice little deposit right there, I felt really good about that. My son was getting really excited. So when we got to Toronto we went up to the cockpit and the pilot not only showed us around, he let my son sit in the captain's seat and he took pictures, he put his captain's hat on him, he had written him out a nice postcard with the picture of the plane"thanks for flying with us", gave him a pen, it completely made his day it was just fantastic. That was a really big deposit that was fantastic. Whenever we're interacting with our customers we're either making a withdrawal or deposit or maybe we're staying neutral, but we want to make sure they're always finding ways to make a deposit so that if we make the inevitable mistake or misstep it's going to be a withdrawal, we want to have some balance there so we don't go into overdraft. Overdraft is the beginning of the end of the relationship so as you're going about your week this week think about what can you do to find ways to make great deposits of goodwill into your customers emotional bank accounts. Looking forward to hearing some of the things that you do to help your clients feel great about the relationship that you have with them and we'll see you next week. Take care.