Some may have trouble handling the truth, but I’ve never had a problem giving my opinion.
You always know where customers like this stand. That’s because they’ll tell you. Small business owners who recognize an expressive buyer know to engage them and listen to what they have to say.
An expressive is one of four personality styles identified by researchers, Merrill and Reid1.
They find it easy to voice their opinion, especially to people they want to influence. They tend to be easy to talk to and often persuade others to follow their vision.
It’s tempting to classify a customer based on your first impressions, but wait until you’ve observed them over time. Here are potential signs that you’re dealing with an expressive:
It’s important to engage with expressives and respond to their need for attention. They tend to make decisions quickly, so stick to the big picture and listen before offering solutions.
Here are some ideas that may help:
Take the time to develop a relationship with expressives. Their willingness to express opinions might be a valuable source of information about your business. And, they may help spread the word about you, if they have a positive experience.
This is the final article in a series of articles called Decipher the Customer Code based on Merrill and Reid’s customer personality styles. Read our previous post in this series: Friends that Benefit.
1 Merrill, D. W. and Reid, R. H. Personal Styles and Effective Performance, Radnor, PA: Chilton Book Company, 1981.