You are not in the service business

You are not in the service business, you are in the relationship business. And when you think about it this way you act differently. Here are some examples:

  • If you are in the Service Business you might ask “How can I help you?”, if you are in the Relationship Business you might ask, “How are you doing?”
  • If you are in the Service Business you might ask “What can I do for you today?” if you are in the Relationship Business you might ask, “What are your biggest problems?”
  • If you are in the Service Business you call prospects looking for business, if you are in the Relationship Business you call prospects offering them something of value.
  • If you are in the Service Business you react to your customers immediate needs, if you are in the Relationship Business you ask about their future needs.
  • If you are in the Service Business you are concerned about your customers needs, if you are in the Relationship Business you are concerned about your customers.
  • If you are in the Service Business you want customers today, if your are in the Relationship Business you want customers tomorrow.

There is a big difference between being in the Service Business and being in the Relationship Business. It changes the way you view things. It changes the way you act and speak. In fact, you don’t act, you interact. There is a big difference. So next time you are interacting with a customer or prospect, think about what you are saying. Are you in the Service Business or are you in the Relationship Business?  If you want to succeed and grow, you need to be in the Relationship Business.

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