Chris Coltran | Keynote Speaker | Trainer | Coach | Entrepreneur | LMS

  The "D" in the grandmother philosophy stands for "do unto others as they want done unto." This step emphasizes the importance of treating customers based on their individual preferences and needs, rather than projecting our own expectations onto them. It encourages businesses to provide personalized service that caters to each customer's unique desires.   By adopting the principle of doing unto others as they want done unto, businesses demonstrate a customer-centric approach that values the importance of understanding and fulfilling individual customer needs. This requires active listening, empathy, and a willingness to adapt to meet those needs.   To effectively implement this step, businesses should engage in meaningful conversations with customers to uncover their preferences, desires, and expectations. This can involve asking open-ended questions, actively listening to their responses, and observing their reactions. The goal is to gain a deep understandin

  The "N" in the Grandmother Philosophy stands for "never prejudging" your customer. This step emphasizes the importance of treating each customer as an individual without making assumptions or preconceptions based on their appearance, background, or any other external factors.   By embracing the principle of never prejudging, businesses can provide fair and equitable treatment to all customers. It involves recognizing the inherent value and worth of each individual and avoiding biases or stereotypes that may influence interactions.   When businesses practice never prejudging, they create an inclusive and welcoming environment where customers feel valued, respected, and appreciated. This approach ensures that every customer receives the same level of attention, care, and assistance, regardless of their age, race, gender, or any other characteristic.   Never prejudging also requires active listening and engaging with customers to understand their unique needs and pr

  The "A" in the grandmother philosophy stands for "adopting a positive attitude." This step emphasizes the importance of maintaining a positive and customer-centric mindset in all interactions. A positive attitude not only enhances the overall customer experience but also contributes to building stronger relationships and fostering customer loyalty.   Adopting a positive attitude means approaching customer interactions with enthusiasm, optimism, and a genuine desire to assist. It involves being attentive, engaged, and displaying empathy towards customers' needs and concerns.   A positive attitude has a significant impact on the perception of customers. When greeted by a team member who genuinely enjoys their work and radiates positivity, customers are more likely to feel valued, respected, and appreciated.   By adopting a positive attitude, businesses create an atmosphere of warmth and friendliness, making customers feel more comfortable and willing to engage.

  The "R" in the grandmother philosophy represents "reading body language." This step emphasizes the importance of attentively observing and interpreting customers' non-verbal cues to better understand their needs, emotions, and preferences. By paying attention to body language, businesses can enhance their ability to provide personalized and exceptional customer service.   Body language encompasses various non-verbal signals such as facial expressions, gestures, posture, and even eye contact. These cues can offer valuable insights into customers' reactions and emotions, helping businesses tailor their approach to better meet their needs. By effectively reading body language, businesses can adapt their communication style to align with the customer's comfort level and engagement preferences. For example, if a customer appears hesitant or reserved, it may be necessary to approach them with a more gentle and reassuring demeanor. On the other hand, if a cus

  The " G " in the Grandmother Philosophy stands for "greeting your customer." This step emphasizes the importance of creating a warm and welcoming atmosphere when interacting with customers. It sets the tone for the entire customer experience and establishes a positive first impression.   Greeting customers with warmth and attentiveness is essential in building rapport and establishing a connection right from the start. It shows that you value their presence and are ready to assist them. A genuine smile, a friendly tone of voice, and engaging eye contact can go a long way in making customers feel comfortable and valued.   When customers enter a physical store or approach a service desk, the greeting becomes the first point of contact. It's an opportunity to make them feel welcome and invited. A well-executed greeting can create a positive and lasting impression, setting the stage for a successful interaction.   In addition to physical greetings, online busines

The Grandmother Philosophy refers to a customer service approach that emphasizes treating customers with the same care and respect you would show to your own grandmother. It embodies the idea of providing excellent customer service by going above and beyond to make customers feel valued and well taken care of. This philosophy suggests that when interacting with customers, service providers should prioritize kindness, patience, and understanding. It encourages businesses to treat customers as individuals, catering to their unique needs and preferences. Just as you would want your grandmother to be treated with compassion and attentiveness, the grandmother philosophy suggests extending the same level of care to all customers.   By adopting this philosophy, companies aim to build stronger relationships with their customers, foster loyalty, and enhance the overall customer experience. It emphasizes the importance of empathy, actively listening to customers, and addressing their concerns p