The Power of the WIIFY!
Your customers or colleagues or prospects will happily walk on water for you – as long as they know there’s something in it for them!
So if you need someone to do anything for you today – hold the line, be transferred, cover your shift, call another number, be called back, send you a confirmation email, confirm a meeting date…whatever…
Make sure you give them a WIIFY first!
A What’s In It For You Mr or Mrs Customer
In other words, let them know the BENEFIT of doing as you ask before you tell them what you need them to do for you.
When people appreciate that there is something in it for them , that is a benefit to doing as you ask, they are psychologically more inclined and onside to do as they’re told!
The trick however, is to ensure that you give the WIIFY FIRST – that is, tell them the benefit of doing as you ask BEFORE you tell them what it is you want them to do for you.
This way, the command will land much better, so for example if I need you to hold the line for a moment while I double check something with my manager – the most powerful way to get you to do ask I ask, would be to say;
“So that I’m giving you the most up to date information, let me double check that with my manager – are you happy to hold for a moment while I do that”?
As opposed to giving the customer the command FIRST – in other words, “is it ok if I put you on hold for a moment while I go & double check that with my manager?”
Hear the difference?
It’s very subtle and it’ll make a big difference with how the message lands with your customer whenever you need them to do absolutely ANYTHING for you.
Until next time, take care and keep FIT!
Hello... I'm Marie Cross
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