Beware how you treat an S Style customer
By Cate Schreck - Service Excellence Coach
Do you have someone in your life who you regard as a good listener? They're the person you go to for a shoulder and they make you feel safe and secure. They go about life calmly and don't seek a lot of attention but you can count on them to speak up if they sense any form of injustice. These are the attributes of an S Style behaviour. S is one of the 4 DISC behavioural Styles and people who identify with this style, like the other 3 styles, have preferred ways to communicate and behave.
Examples of individuals who have displayed an S Style Behaviour
- Mother Teresa
- Lady Dianna
- Nelson Mandela
- Glenn McGrath
- Moira Kelly
How to Identify an S Style Behaviour:
They are calm, helpful, modest, patient and laid back. They are eager to help, loyal and often make excellent team players. S Styles tend to be patient listeners, are very trustworthy and balanced between getting things done and looking after people. They can also be very persistent. S Styles seek stability and security and therefore they need help with change. Because of their desire to keep people safe and secure, they may be too willing to pitch in and at times are taken advantage of. S Styles may have trouble saying no to people they can help.
The other 3 styles may perceive S Styles as too slow, stuck on the status quo or even stubborn.
How to provide great service to an S Style Customer:
S Styles will seek information before making a decision. Take your time and asks questions to confirm you are there to help. Answer their questions and present the information logically and when possible, provide precedents to reduce uncertainty. Be sincere with an S Style customer as this helps to build trust and do not rush or dominate the conversation. Let an S Style set the pace and if you can, offer after sales support to help address any future concerns.
S Styles value reliability - if you say your going to do something, make sure you do it and within the time frames you gave. Unexpected changes will unnerve and annoy an S Style customer so beware, if you over promise and under-deliver, you will find you have an unhappy S customer. S Style customers who feel let down or lied to will have no trouble advising family and friends to avoid your business. The good news is that they will also be your greatest advocate if you treat them with honesty and respect.
The way to an S Styles customers heart (and their wallet) is through patience, information and reliability.
- Different styles to you does not = wrong.
- Different styles to you = different.
- All 4 of the DISC styles have their own advantages and disadvantages
- It is possible to identify with the S Style behaviour, but not as strongly as other S Styles.
- Customer Service Professionals don't judge their customers, they aim to delight them.
If you're not a natural S Style communicator, consider adjusting your style when you are with a S Style customer and you may be surprised at how positive the experience can be - for them and you. It might feel a little uncomfortable and it may take some practice but before long, you will find it less difficult and more rewarding.
If you would like to know your natural style or learn the soft skills required to communicate with all 4 DISC Behavioural Styles, contact Lightbulb Training Solutions today.