The Power of the WIIFY!

Let your customer know the BENEFIT to them of doing as you ask

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

marie banner tall

‘…and I’d love to include you in our growing list of readers who are discovering new, practical ways to develop remarkable service in their call, contact and customer service centres.’

If you’d like to receive regular updates on developing world class customer service in your contact centre then simply complete the form below, click the button and you’ll receive a regular flow of ideas, hints, tips and techniques straight to your inbox.

Newsletter Subscription

Simply fill in your details to claim your 12 Success Blueprints...

There are 12 Success Blueprints – FIT bulletins that are jam-packed with practical, quick and easy hints, tips and ideas to help you stay on track, keep positive and remain motivated to succeed right there on the frontline!

12 Success Blueprints

Would you like to talk to us about how our services can help your business?

If you’d like a member of our team to call you to discuss your requirements personally, then please complete the form and we’ll get back to you within the next working day.
Call Back Button