Woke up, it was a Chelsea morning and the first thing that I knew,
There was milk and toast and honey, and a bowl of oranges, too.
The sun poured in like butterscotch, and stuck to all my senses,
Won’t you stay, we’ll put on the day, and talk in present tenses?
Above lines from Joni Mitchell’s Chelsea Morning highlight the significance of ‘now’- the ‘present tense’. Steve Yastrow wrote a full post talking about Joni’s song. Of course Steve is a customer-relationships expert and he found and understood the wisdom from Joni’s song thus:-
“One of the key components of a relationship-building encounter is that you and your customer need to both be fully present, engaged in the present moment. As I wrote in this recent post on tompeters.com, one of the easiest ways to kill a sales conversation is to be focused on the next step in the sales process, ignoring the opportunity to create an encounter RIGHT NOW, in the present moment.”
This post has been my favorite for its modest simplicity and acuteness of message. It hits home the point. So does Joni’s song.
What’s the ultimate purpose of any business transaction? To provide a best suited solution to your customer’s problem. A transaction is deemed complete when both parties are satisfied. In the present tense. Do you make a lasting relationship in that moment of encounter? That’s what counts. Does every moment of interaction a relationship-builder? That can only happen when you don’t jump the bogey. Trying to get their email even before they have explored your site well. Trying to sell that extra year’s hosting while they are still comparing prices. Pushing your newsletter even before they know who you are. These are some examples of jumping-the-bogey in online business world .
When you visit your doctor the first thing that needs doing is your doc putting the stethoscope on your chest and asking you to take a deep breath. The first question will never be about where you buy your medicines from, or, would you buy a health policy from a friend of his. Let him make you feel a little better first. That’s the whole point. Isn’t it.
This ‘making you feel better’ idea always brings me to Sheryl Crow’s eternal song.
Jump in, let’s go
Lay back, enjoy the show
Everybody gets high, everybody gets low
These are the days when anything goes
Everyday is a winding road
I get a little bit closer
Everyday is a faded sign
I get a little bit closer to feeling fine
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