December 2015 Articles

How Much Does Your Excitement Matter to the Customer?

Thursday, December 31st, 2015

A smile and excitement are worth quite a bit if my experience in New York City was any indication of it.

During my recent visit to NYC I was in Penn. Station. It so happened it was “National Oatmeal Day” so the Quaker representatives were handing out free oatmeal. It was interesting watching the response they were getting from consumers. . Some of the reps. were very enthusiastic, smiling and making a big deal about the day. Others didn’t smile and just tried to get people to take the oatmeal. The ones that were smiling and excited were getting people to take two; the ones who didn’t smile literally “couldn’t give the oatmeal away.”

I kept thinking back to something I say in sales training. “Remember whatever you have it’s catching to the customer.” The person with the highest or lowest energy will shift it to the other one. If you’re excited, it’s catching, if you’re miserable, it’s catching. It was incredible how obvious it was today.

I took the oatmeal with a smile on my face. I also took a good look at it and read the ingredients. The woman’s excitements made me curious and want to know more. Hey, not a big thing; we’re just talking oatmeal now!

I consider NYC the place for looking and shopping. I had an appointment in the city but instead of taking a cab, I choose to walk the 1.4 miles. (Maybe it wasn’t such a good idea in heels.) I went into several stores to watch salespeople and look around.

My favorite store is Desigual out of Spain. The clothes are very arty and super different. The people, who work there is darling, just like the store. They laugh with the customers and talk about how you have to be careful how many of their prints you wear together, or you’ll look like a clown! I left laughing and energized. They truly have an energized brand.

For me NYC is energizing. There are many different types of people, interesting fashions and the most helpful that I know. I left my phone on my car seat and had to keep asking directions to my destination. I choose to ask many people to see what type of reception I would get. People took out their phones to look for directions, some walked with me to make sure I was heading the right way.

We all need to reenergize. Some of us get it from alone time and others from other people. Getting refueled is about connecting with yourself and who you are. Get out of the house and go to the movies, get to the gym. I enjoy being around people who have lots of energy because I feel lifted. In fact, it will carry me thought many days of work. I also love when I can share my energy with others. Energy goes both ways.

If you get a free moment, check out your energy and the people around you. Are you in a major slump? People can energize you as well as deplete you of your energy. Take a minute and think about yourself.

Remember what the flight attendant says, “Put your oxygen mask on first before helping anyone else.”

Lisbeth Calandrino
Fabulous Floors
Associate Publisher & Director of Consumer Research
lcalandrino@nycap.rr.com

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