70% of Buying Experiences are Based on How the Customer Feels They are Being Treated

by Carrie Witham – Growing up in Iowa, the first thing my parents taught me was the Golden Rule, “treat others as you would like to be treated.” As I grew up and my career transitioned into a sales role at GreatAmerica, my perception of the golden rule and the expectations for service I received also changed. The focus GreatAmerica has for our office technology dealers’ success forced me to rethink how I approach my customers. According to a study conducted by McKinsey, 70% of buying experiences are based on how the customer feels they are being treated. So, is it really about how I want to be treated or how my customers want to be treated?

Several weeks ago I had the opportunity to attend a presentation by Rob Bell of RobSpeaks, a professional speaker, trainer and presenter of “How to Wow”. During his presentation, he brought up a point that struck me as extremely relevant when interacting with customers—is the golden rule still golden?

Rob shared that we need to stop thinking about it in terms of the Golden Rule and take on—the Platinum Rule.


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