How Likeable are You as a Business Person?

We as business people all want the ideal customer. We want to attract positive people who will enjoy our products/services. Customers that will return time and time again to do business with us.

Written Feb 03, 2012, read 1512 times since then.

I’ve talked in the past that as a small business owner you are your brand. You decide what your brand represents and stands for. Now it's time to drill down a little deeper. As a business brand how likeable are you? Do people enjoy patronizing your establishment? Is their experience a positive one that makes them want to come back?

We as business people all want the ideal customer. We want to attract positive people who will enjoy our products/services. Customers that will return time and time again to do business with us. So how to we attract such people?

Smile, a lot Now I’m not talking of walking around with a phony smile plastered on your face like the Cheshire Cat. I’m talking about a sincere, “glad to see you” smile. The kind of smile that you would give your grandmother when you haven’t seen her in a while. A sincere smile is inviting and makes the customer feel welcome in your establishment. You as the business owner must lead the way for your staff by smiling not only for the customer but for them as well. They must be trained in the importance of smiling and being welcoming.

Be approachable and friendly Always be willing to stop what you’re doing and answer a question or help a customer. Whether it is in person or on the phone never make the customer feel like he/she is imposing on you. Customers want to feel that they are important to you. You make them feel important by giving of yourself and time. This small sacrifice will pay off big in return business and loyalty.

Customers trust their friends No, this doesn’t mean that you will socialize personally with each and every client. What this does mean is that you will treat each and every customer (even the hard cases) as a friend by giving them outstanding service and attention. By establishing a business friendship with your customers you earn their trust. Trust leads to loyalty and repeat business.

Be thankful for their business Thanking your customers for their business and showing appreciation both in words and actions solidifies the transaction. I’m not talking here about the obligatory “thank you” as you hand them their change or finish a transaction. I’m talking about a sincere (there’s that word again) expression of thanks. If you are thankful in your heart for their business it will show in your body language and facial expressions. If you feel that they “owe” you their business you will eventually have none.

How likeable you are as a business owner means the world to the success of your business. Think for a moment the business you frequent. Which ones are memorable to you? Is it the one where the surly clerk nearly bit your head off when you asked him a question? Or was it the store where the salesperson took the time to not only tell you which isle the product you where looking for was it but escorted you there while showing interest in your project? Are you that guy? You can be.

Learn more about the author, Michael Irvin.

Posted by Pam Johnson-Bennett, CCBC, Nashville, Tennessee | Feb 07, 2012

Hi Michael,

Good reminders for all of us. I think we can even take it a step further and be more mindful of putting these things into practice online (ok, the smile part would be difficult). I find so many business are not friendly enough in their email, newsletter or other online communication with their customers. They forget to be likeable online as well and seem to forget that the customer on the other end of the computer is a living, breathing person.

Thanks again for the points we should all always keep in mind.

Pam
Posted by Michael Irvin, Overland Park, Kansas | Feb 07, 2012

Pam, Thanks for the additional points. I agree. We need to be more civil in our written correspondence as well no matter the media. A smile can come through with the written word when used properly. I appreciate your input.

Michael
Posted by Matt Brennan, Aurora, Illinois | Feb 08, 2012

Great points, Michael. People want to do business with people that they like!
Posted by Kevin Kinnersley, Hartlepool, UK United Kingdom | Feb 09, 2012

Great points that must always be remembered, unfortunately a lot of people miss these.
Posted by Ronald Johnson, Guelph, Ontario Canada | Feb 09, 2012

Thank you for the excellent article, Michael.

My wife told me about a training session for bank tellers in which they had a mirror set beside the phone and you were supposed to smile while talking on the phone. The idea was to make sure you remembered that you were talking to a real person and potentially a client. I think this is probably good advice - and may even work when writing e-mails or other correspondence. I try to picture my clients in front of me when I am responding in any format so that I don't just look at "text."

I agree that smiling insincerely is not going to work very well. Usually clients pick up on this from a mile away and probably wish the person was more honest - even it it means a little disgruntled or unhappy. (Granted there is that old saying "fake it until you make it")
It isn't always easy to remain calm and cheerful with difficult clients. I would suggest trying your best to understand their fears, concerns, etc. However, if they are too difficult, I have no problem letting a client go (a very rare occasion - and generally they become far more genial when this is suggested!).

You have made some excellent points /reminders for all of us.
Posted by Michael Irvin, Overland Park, Kansas | Feb 09, 2012

Kevin and Ronald, Thanks for your great comments. I appreciate the positive response and support for my ideas.

Ronald you make some great additional points. The mirror exercise is excellent.

Michael
Posted by Angela Schaefers, Tampa, Florida | Feb 09, 2012

Hi Michael- great article and thoughts! So true! Have you ever check out Likeable Media and their book Likeable Social Media? www.likeable.com/ They have tons of great info on being 'likeable' in business and have fared quite well in their own business too, simply by putting into practice being likeable.
Posted by Gareth Wilson, Glossop, Derbyshire United Kingdom | Feb 09, 2012

Hi micheal This article is exactly the thing I preach to the lads that work for me with some extra helpful tips that I certainly will be putting into practise. I can honestly say my lads do get good reviews on there on site manners and behavior but all the time you must look to improve. Very helpful thank you .
Posted by Mike Gallatin, Pacific, Washington | Feb 09, 2012
Great article!!

I am fairly new to the networking thing and have found that there are people out there that DO think like I do. I am just a regular "joe six pack" that has worked my way up from the bottom. Learning a ton along the way......I am of this same mindset and appreciate you for putting it out there.

"Thank You" Michael

I truly appreciate all the people I have come in contact with over the years. There is always something new to learn.......
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 "Service Is Everything"
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Riverside Interiors
Posted by Michael Irvin, Overland Park, Kansas | Feb 09, 2012

Angela, Gareth, and Mike, Thanks for the kind words of encouragement. I really appreciate it.

Michael
Posted by Michael Vander, Chatsworth, California | Feb 09, 2012

Michael, What great reminders. It is sometimes so easy to forget those little thing that are the most important. I also really appreciate what Pam shared above. It doesn't matter the business you are in it is those special little touches that make all of the difference and keep your customers coming back again and again.
Posted by Michael Irvin, Overland Park, Kansas | Feb 10, 2012

Michael, Thanks for the comments. Often times in our complicated world we forget the basics, sadly.

I always tried to teach my kids two basic things...courtesy and cleanliness. Both will get you far in this world.

Michael