In business, likability extends to the usefulness and functionality of the product, what the company stands for, and the go-to person from whom they made the purchase. Consider these three ways to be more likable to your customers:
1. Be responsive: When customers call your business, do they have to navigate past several layers of automated menus before speaking to a real person? Offer generous hours of operation and phone coverage in every time zone in which you conduct business. Many businesses prefer that clientele communicate via email or a chat session; however, customers may find your business more likeable if they can share their story in a short phone call rather than typing their concern and all of the pertinent details.
2. Be a good listener: Study the behaviors of people in your life who are a good listeners. The best listener shows patience, doesn’t interrupt, asks open-ended questions, and exhibits engaging body language. Good listeners also express empathy and repeat a key word or phrase to encourage the speaker to expound on the issue and add new information.
3. Be appreciative: The most powerful tool you have in fostering likability is expressing your appreciation. When you appreciate others, your relationships are stronger, your circle of friends grows wider, and your business succeeds beyond expectations.
When thanking someone, be specific about what you’re thankful for and what it means to you. Unexpectedly thanking someone can make a long-term impact. Remember, one of the most powerful forms of appreciation is a handwritten thank-you note.
—Vince DiCecco, Your Personal Business Trainer