How a customer service rep at the local restaurant or a financial advisor at a brokerage firm might respond to a customer’s needs and concerns is entirely different than how a customer would respond to a rep at a retail store or an accountant at a business. The difference between the two is that a retail store or business rep will always try to do the most for the customer.
One of the reasons that the customer service rep at the retail store or financial advisor at a brokerage firm might not always always be there for the customers needs and concerns is because the customer is probably not paying attention to what the rep is doing. The customer is usually busy with their own personal life problems and, more often than not, they are not paying attention to what their financial advisor is doing.
The issue is not really what the rep or financial advisor is doing (even if they are) but the lack of attention that the customer is paying to the problem at hand. For example, it’s not a problem that a customer is making a mistake on a credit card bill but it’s critical that the customer be able to see what their bill was for and what the mistake was.
The issue is that most folks are so busy with their own lives, they don’t have time to look at the bill and make sure they are paying the right amount. This can be a huge problem when it comes to credit counseling.
In a recent survey of 7,000 credit counselors, more than half of those surveyed said that the first time they see a client who has a problem with a credit card, they take more than five minutes to assess the problem, figure out their problem, and determine if it is worth addressing at all. In the same survey, 90 percent of those surveyed said that they are not paying attention to the issues the client has with a credit card and instead are focused on their own problems.
I think the issue here is that we’re all going to be trying to take advantage of the credit card system in whatever way we can. The problem is that we’re all going to be using that credit card system to our own advantage. There’s no way you’re going to get credit cards to be a good risk. You’re not going to get credit cards to be a bad risk.
The problem is that most people are paying attention to their own problems. If they were paying attention to the problems of the customers with their credit card, they would know what to do. This is the thing that is most insidious about the credit card system. You can use it for things you can do with you credit card, but you cannot use it to create a good relationship with your customer.
This is a term I love. It’s an oxymoron, but it’s the thing that makes it sound like a great idea. “Fidelity” is the idea that if you are working with people, and they are on the same page, you are working with people you can trust. If you are doing something unethical or dishonest, the only person you can really trust is yourself. I use this term often, and I think it really works.
The other thing that is so important about working with people you can trust is that you are using a tool to do something that you can’t do for the sake of the thing itself. This is where the concept of “fidelity customer relationship advocate” comes in. Fidelity is the idea that there is a very small number of people in your life who would be doing something unethical if they could. If you are doing something unethical, it is for the sake of the thing itself.
One of the most basic ways to build trust is to make sure that you can trust the people you are dealing with. This means that you need to put yourself in their shoes. You need to ask yourself, “Do I trust this person?” and “Do I trust this person’s values?” Because you can’t always rely on people to be perfect and to always be the same, so you need to get more and more data.
