(continued from last week…)

Don’t Sell Me….

There was an anonymous letter written by a customer once that said,

“Don’t sell me clothes, sell me a sharp appearance, style and attractiveness. Don’t sell me insurance; sell me peace of mind and a great future for my family and me. Don’t sell me a house; sell me comfort, contentment, a good investment, pride of ownership.

Don’t sell me books; sell me pleasant hours and the profits of knowledge. Don’t sell me toys, sell my children happy moments. Don’t sell me a computer; sell me the pleasures and profits, the miracles of modern technology.

Don’t sell me tires, sell me freedom from worry and low cost per mile. Don’t sell me an airline ticket; sell me fast, safe, on time arrival at my destination feeling relaxed and at ease.

Don’t sell me things, sell me ideals, feelings, self-respect, home life, good friendship, happiness – just don’t sell me things.”

People do what they do because of the way it makes them feel.

If you want people to buy into you, into your organization, they need to buy into those good feelings. In many cases, it’s not really the quality of service that you or your organization or your people give, but the perception that the persons around you have of that service.

Perception is how we make sense out of what we experience. Your interpretation of what you see and hear is just that – it’s your interpretation. The same is true for your customers.

Perspective Reality

Did you know that no human being ever comes into direct contact with reality?

Everything we experience is the product of what our sensory devices, our nervous system creates.

For example, think of a book you’re reading – you perceive it like sheets of paper with print on the paper, with a cover on it, yet scientists tell us that what you’re really holding in your hands is a swarming mass of electrons.

The limitations of your sensory devices–your brain, your fingers, your nervous system–prevent you from perceiving the mass of electrons as swirling. Instead you see them as a physical object that you can read, that you can look at.

You see, in as much as no two people truly have the same physical and emotional make-up or experience, none of us perceive things the exact same way.

The way you perceive something today may not even really be the same way you perceive it again tomorrow. For everyone, what you see is reality to you.

When it comes to winning and keeping relationships thriving, it’s how those people around us perceive the quality of our service to them, our care for them, our love for them, the way that we match and fit with them.

(to be continued…)

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