Shifting Focus Transforms Business

byTheAbiePPlus

23.3K followers

Updated 1 month ago

Not too long ago, I was at a posh fine dining spot with some friends. As we waited for our meal, the server launched into a speech about the restaurant's awards, the chef's impressive accolades, and the origin of every ingredient on the menu. By the end of it, I wasn't impressed—I was exhausted. It felt like we were being sold a story we didn't ask for. I sat there thinking, "Who came here to hear this?"

This experience made me realize that businesses often miss the mark by talking to customers instead of engaging with them. They focus on their success, achievements, and stories—and forget to ask, "What does the customer want?"

When Business-Centric Conversations Fall Flat

Imagine you walk into a restaurant for a quiet evening out. You're looking forward to good food, a comfortable atmosphere, and relaxation. But instead of being greeted with warmth, you're met with a monologue about the restaurant's five-star chef and its impressive history. It's interesting, sure, but does it make you feel valued? Probably not.

Many businesses fall into this trap—leading with self-promotion rather than customer connection. They broadcast their brilliance and assume that customers are hanging onto every word. But more often than not, customers are just overwhelmed. In a world where we're constantly bombarded by marketing messages, the last thing anyone needs is another business telling them how great they are.

See it from the Customer's Point of View

Let's flip the script for a moment. When customers walk through your door or visit your website, they're not just there to hear your story. They're there for an experience that makes them feel seen, understood, and valued. Sure, they might care about your accolades, but they care more about how your product or service fits into their lives.

When was the last time you felt like a business understood your needs? When they didn't just try to sell you something but made you feel like your choices mattered? That's what today's customers crave—not another sales pitch, but real, human engagement.

Personalization: The Game Changer

Every customer is unique. They're not just numbers but individuals with their own stories, needs, and emotions. So why do so many businesses treat them like they're all the same?

Imagine walking into a store where the staff genuinely takes an interest in what you're looking for. They ask questions, listen, and tailor their recommendations to fit your needs. That experience doesn't just result in a sale—it builds a relationship. The customer leaves with a product and the feeling that they were genuinely cared for.

This is the heart of a customer-centric approach. It's not about pushing a product or a brand; it's about engaging in a conversation that makes the customer feel valued.

Quiet the Noise, Amplify the Connection

Customers start tuning out when businesses spend too much time discussing themselves. We've all experienced it—walking into a café, eager for a quiet moment with a cup of coffee, only to be bombarded with a lecture on how the beans were ethically sourced and roasted. Interesting? Sure. Relevant to the peaceful moment you were hoping for? Not really.

The more noise a business creates, the harder it is for the customer to feel connected. When customers have to sift through layers of self-promotion, the message they genuinely care about gets lost in the noise. Businesses can create meaningful connections that stand out by simplifying the interaction and focusing on what truly matters to the customer.

The Missed Opportunity: A Lesson from the Restaurant

That night at the restaurant, I couldn't help but feel a little frustrated. The server's story was impressive, but it overshadowed the experience we were there to enjoy. Instead of connecting with us, the focus was entirely on them. As we left, I realized that what could have been a memorable evening had turned into just another meal.

Many businesses need to correct this. By focusing on themselves, they miss the opportunity to create a moment of connection. A great business knows how to balance sharing its story with listening to the customer's needs. It's not about downplaying your achievements—it's about knowing when to share them and step back and let the customer's story take center stage.

The Shift to Customer-Centric Engagement

So, how can businesses make the shift? It starts with a simple idea: Ask questions. Instead of leading with a pitch about your business, lead with curiosity. What brings the customer in today? What are they looking for? What do they hope to get out of their experience?

When you ask questions, you create space for the customer to share their story. You move from a one-sided conversation to an exchange rich in value and meaning. Personalize the interaction based on their responses. If they're in a hurry, respect their time. If they're lingering, offer them something that makes their visit special.

Minor adjustments—tailoring your approach to the customer's mood, needs, and interests—can transform an ordinary transaction into an extraordinary experience. These interactions don't just result in sales; they build loyalty and trust.

A Lasting Impression

At the end of the day, customers don't care about brands that shout—they remember the ones that listen. The businesses that thrive today aren't the loudest; they're the ones that prioritize genuine human connection.

When you take the time to ask, listen, and show your customers they matter, you're not just closing a sale—you're opening the door to lasting loyalty. Focus on what truly matters; your customers will remember you long after the transaction ends.

My rant is over, lol.

(This piece reminded me exactly of Jerry McGuire's movie. - Who here has seen the show? - "The Kwan" The Kwan isn't just about money—it's about creating meaningful connections beyond the transaction.)

Abie

Please check out my other blog posts to the right. I appreciate you. 🙏----->>>>>