Regarding customer service, many companies believe that they deal with just numbers and transactions. However, the emotional baggage that customers may be carrying is often left out of the equation.
This emotional baggage can include things like anger, resentment, and fear. Often, customers will not even know that they carry these emotions around, which can significantly affect their interactions with service providers.
Related: Emotional Baggage Definition
Customers Have Feelings Just Like Employees Do
As a small business owner, you quickly learn it is not all about the bottom line. You have to take care of your employees, and you have to take care of your customers. It is essential to understand the emotional baggage that your customers are carrying with them. Just like employees, customers have feelings that need to be considered.
One way to understand the emotional baggage of your customers is to consider their life situations. Are they going through a tough time? Have they had a bad experience with a business in the past?
Sometimes, it is helpful to ask your customers how they are doing. This can help you build a relationship with them and help you understand what might be causing them stress.
If you can identify the things causing stress for your customers, you can do your best to address those issues.
Unspoken Expectations Can Lead to Customer Disappointment
When starting a new business, it’s essential to understand the emotional baggage of your customers. Unspoken expectations can lead to customer disappointment.
For example, if you’re running a restaurant, customers may expect a certain level of service or food quality. If you don’t meet their expectations, they may be disappointed and not return.
It’s essential to understand your customers’ needs and wants and communicate with them openly. Let them know what to expect from your business and how you plan to meet their needs. This will help avoid any misunderstandings or disappointments down the road.
Customers Can Feel Ignored or Dismissed
Sometimes customers feel ignored or dismissed. This can lead to them feeling angry, frustrated, or even resentful. Be mindful of how you treat your customers and ensure they feel heard and valued. If not, they may take their business elsewhere.
Customers May Feel That Their Business Isn’t Valued
Are you dragging around emotional baggage from your past customers? If so, you’re not alone. Most business owners carry some emotional baggage from customers they’ve served. This baggage can manifest in several ways, but the most common is feeling like your business isn’t valued.
It’s easy to understand why this happens. We put a lot of time and effort into serving our customers, and when they leave us for whatever reason, it feels like a personal rejection. We take it personally because we’ve invested so much into these relationships. And often feels like our customers don’t appreciate everything we do for them.
This emotional baggage can significantly impact our current and future business dealings. It can cause us to be hypersensitive to any criticism or perceived slight from existing or potential customers.
Customers May Feel That Their Issues Are Being Dismissed
When a business dismisses a customer, they may feel their emotional baggage is not being taken seriously. This can lead to the customer feeling frustrated and unimportant. All customers bring some form of emotional baggage with them into every interaction. Businesses must be aware of this and take the time to listen to what the customer is saying. By doing so, companies can help their customers feel heard and valued.
Related: How to Deal with Emotional Baggage
Acknowledging and addressing a customer’s emotional baggage is key to providing a positive retail experience. By taking the time to understand what might be motivating a customer’s purchase, retailers can create a supportive and helpful environment. Additionally, retailers should aim to make customers feel comfortable and relaxed to encourage them to return in the future.
FAQs | Customers with Emotional Baggage
How do you handle customers’ emotional baggage?
There is no one-size-fits-all response to this query, as the optimal approach to dealing with consumers’ emotional baggage will differ based on the circumstances. However, some strategies for dealing with the emotional baggage of clients include being compassionate and empathic, actively listening, and giving help if necessary.
How do you acknowledge customer emotional baggage?
It is crucial to acknowledge the emotional baggage of customers since it demonstrates that you comprehend and empathize with their predicament. You may accomplish this in various ways, such as by thanking them for bringing the matter to your notice, expressing your compassion, or offering to assist them in resolving the situation. Ensure that you are courteous and empathetic and do not disregard their sentiments.
What is customer baggage?
Customer baggage refers to the additional effort that a corporation must perform to please a customer. This might range from addressing client concerns to going above and beyond to fulfill their needs.
Where does customer emotional baggage come from?
There are several causes of emotional baggage among customers. Some clients may have had a negative encounter with a previous firm or an employee. Others may have had a personal matter that has affected their disposition. Others may be carrying emotional baggage from their personal lives outside the workplace. Regardless of the source, it is essential to confront consumer emotional baggage head-on and attempt to resolve it as soon as possible.
Why is small talk important in customer service?
Small talk is essential in customer service since it facilitates the development of a connection with the customer. It also demonstrates that the customer care person is taking the time to get to know the consumer. This can help the consumer feel valued and appreciated, improving the overall experience.
How can customer service positively influence customer perceptions?
Customer service may favorably affect consumer impressions by delivering correct and timely information, being kind and respectful, and addressing any difficulties promptly and satisfactorily. Businesses may generate loyal clients who are more inclined to refer them to others if they provide excellent customer service.