In Customer Service and Sales, I believe there are 4 distinct Types of Personalities. In previous Posts we have talked about being yourself, or more correctly, being your many selves. We also know that customers can present themselves in many different personas, and that you also have many different personas. It is now time to talk about the fourth and last personality type is the Independent.
• As an independent, you are a person led by gut feel, by first impressions. If you are an independent, you show some of the following characteristics.
• You cannot recall dates or details
• You hate forms, and never write lists
• You depend on others (or the system) to fix your mistakes
• You have high expectations as a customer – to cover your own laziness
• Do not like rules
• You know best
• Try to impress people
• You’re comfortable in chaos and flexibility
• You depend on intuition
• Will be convinced after easy options are extinguished
• Don’t go out of your way to nurture – if you get along, then fine, if you don’t then also fine
Key – Transactions are built on feelings and impressions
Example – Artist
In a customer Service, or Sales environment, if you are one of these people – as the server, then be careful of someone who likes a more organised approach - a Follower. You will seem like an air head, and … well.. unstructured. The look at you as someone who doesn’t know what they are talking about – though you do. If however, as the server/salesperson, you are dealing with another Independent, then stay independent.
It is the servers responsibility to match the customer, not the other way around.