What Customers Want, They Get

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What customers want

What Customers Want, They Get

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Every day there is someone selling something. It is an exchange of what someone else has for what someone else wants. Do customers get what customers want?

Your landscaping is fabulous, who does it for you?

Your car is so shiny, who details it?

Those shoes look awesome, what brand are they and where did you get them?

People Want More

When people see something that they love they want to know more. They want to know who can help them achieve a similar result or how they can get started.

The same is true with what we see on the internet. The posts, the pictures, and the videos. What people love, they want to share, and they want more of it.

What happens when they don’t?

The answer is actually easy. If it isn’t for them, they’ll walk [scroll] away, or else they’ll give it a thumbs down. If they are really unhappy and you’ve touched their emotions they may even fire back.

Digital World

This is our digital world, the digital age. Being polite is often thrown out the window and rudeness has an appeal to some.

Your customers will always let you know too. They may not post something digital, but they might. They may jump on your website, your social media page, or give you a review on Yelp.

Certainly, there will circumstances and situations where there is a misunderstanding, the product features are not understood, or your value proposition isn’t the right message. Some of those are easily fixed, some may linger or spark redesign.

What Customers Want

Customers who let you know what they want, or don’t want, are actually doing you a favor. They are telling you that they are not your market or that what you market needs some work.

If they haven’t digitally defamed you. You should probably thank them. Now you can find the customers who love your product or service, or you can change things making you one-step closer to doing something that really matters.


Dennis E. Gilbert is a business consultant, speaker (CSPTM), and corporate trainer that specializes in helping businesses and individuals accelerate their leadership, their team, and their success. He is a five-time author and some of his work includes, #CustServ The Customer Service Culture, and Forgotten Respect, Navigating A Multigenerational Workforce. Reach him through his website at Dennis-Gilbert.com or by calling +1 646.546.5553.

Dennis Gilbert on Google+

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February 20, 2018at 8:43 am

Contemporary American enterprises have found a way to force customers to do what they, the entrepreneurs’ want – the customers to do –whether they (the customers) want to comply or not.

First the B&M (brick and mortar) stores did away with knowledgeable customer interface agents…sales staff/…who knew exactly what they were selling. They substituted all of them with a few sales desks. The human contact transition was reduced to money takers. Customers now must take on the task of sorting through racks and racks of things you do not want…to find a garment or whatever that doesn’t quite fit right. The in-store alterations service providers are in some far away place with the farriers, steam locomotive engineers and auto mechanics. The latter have devolved into code reading, parts replacement techs.

The point to all this is that you/we, the customers have been co-opted to be the merchants’ sales force and their CSRs. Our choices have been reduced to a digital menu from which we fervently hope to guess the right number…listening carefully is, of course, essential as the menu changes…regularly and purposefully.

The web based merchants do all this even more effectively. On the few occasions when I do get to speak to a human and encounter a successful (to me) outcome, I always ask for their supervisor/manager or its email address. When I get to that level I pay their employee a most robust compliment…in language they can understand.

CLONE THEM is the message!

In regard to Dennis…he is communicating the right messages. CLONE HIM!!!

    Dennis Gilbert

    February 21, 2018at 5:56 am

    Very insightful! The face of retail is changing, the costs to ship is also changing. There seems to be a tug of war between retail and eCommerce. It appears that eComm is getting and will continue to get more of the rope. Another big shift is in broadcast television, traditional cable providers, and streaming. Thank you for the kind compliment.

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