Charm is a wonderful thing.
I love a charmer, someone who comes along with a big smile and is eager to help. That is the best kind of reception that we can receive; if they have a desire to fulfil your desires and expectations. All of these things are really pleasant to find in your environment.
But there is another side to the charmer’s personality. They expect you to say yes to their effort. They are not used to being denied for no other reason but you don’t feel like it. You are supposed to be polite and accept their effort as cash and feel bad if you say no. So, we as customers will avoid that guilty feeling of denying effort by saying yes.
That works with lots of people, but not really. If you leave with the feeling of being taken advantage of you will be an unhappy customer and avoid that store in the future because you don’t like that icky feeling of being used.
So it is important that your best charmers are well trained in being able to take no as an acceptable answer to their charm.
It was quite funny this morning when I was sitting in the coffee shop where I wrote this article and I wasn’t quite ready for anything and a lovely waitress comes up with the full blown charm machine running and asks if I would like a good capuccino or a café au lait in a bowl…I said not yet; and I was briefly reminded of Bilbo’s Gollum moment in the Lord of the Rings:
I think I was momentarily scared…fortunately there were witnesses so I was okay.
But it is to be remembered as the supervisor of the sales force that our clients are more than just tools to fulfil our objectives. They need to be listened to and empathised with. So make sure your charmers leave the clients charmed and not mildly terrified, queasy or guilty.Google+