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Hello everyone, and welcome to michelfalcon.com, a customer experience video blog to grow your
profits and people. I'm Michel Falcon, and this is episode number two. In this episode,
I am going to define the three customer personality types and tell you how you can build better
rapport with each.
No two customers are the same. One customer may purchase differently; the next customer
may think differently. They're all different; however, I think there are three common personality
types. The first one is the director style personality. He or she could be compared to
the lieutenant of an army. They're very serious, they have short conversations, and they mean
business. How you can build rapport with this customer personality type is by being efficient.
All frontline employees that are interacting with this personality should get straight
to the point, keep the conversations to a minimum, and just do business.
The second personality is the socializer. The socializer is the complete opposite from
the director. They are going to talk to you about their family pet. They'll talk to you
about their recent vacation that they just had and talk and talk and talk. That's actually
a good thing. To build rapport with this customer, all you have to do is show a genuine interest
in the conversation. I get it, frontline employees can work eight, ten, twelve-hour days. I've
been a frontline employee, and there have been times when I've had to have a conversation
with a customer and I haven't been super engaged, but I made myself be engaged. I made myself
have that genuine conversation because I understood it was for the customer's loyalty. Make sure
that your frontline employees are extending that conversation with those customers that
want to chat.
The third personality type is the passive. The passive personality is going to show and
exhibit very little enthusiasm, but don't write them off. The best way to build rapport
with these people is to try to break them out of their shell. Who knows, maybe they're
not showing very much enthusiasm because they had a bad day at work. Your job is to stick
with them and see. Who knows, maybe they're a socializer underneath the cover of a passive
personality.
Those are the three customer personality types. Another rule that I have in relation to the
customer personality is the ten second rule. I believe every single business should be
teaching their frontline employees to identify the personality type within the first ten
seconds of saying hello. By doing this, it's going be much easier for your frontline employees
to build rapport throughout the entire interaction.
Take a look at your training programs. Incorporate the three personality types, the ten second
rule, and make sure that your frontline employees are set up for success.
If you haven't done so already, download my e-book, The 28 Traits of Organizations Who
Are Customer Experience Titans. I'll see you next time.