A little while ago I talked to a consultant at Google who wanted to help me improve my web presence. The conversation was helpful, but what struck me most on a psychological level was how the customer service rep responded to me.
Whenever I asked a question, however short it was, the first thing that came out of his mouth was: “Got it.”
Me: “If I call my website something other than my name, does that mean anything?”
He: “Got it. No it probably doesn’t because…” blah blah blah.
I have mixed feelings about this way of responding.
The intention seems to be to make the customer feel that he was understood, which is a smart way to think. We all want to be heard and understood.
The principle behind it is making use of the mirror neurons in our brains. When we talk to someone, we ideally want them to mirror back what we said, so we can be sure they heard us. The other person puts himself into our shoes, which builds trust and makes us like the person on the other end of the phone line.
Writing down this thought, I spontaneously googled “companies mirroring customers,” and sure enough, what came up is a manual in “advanced selling techniques,” that works by building trust.