Dishing on the Motivation Dip

(photo credit Alex E. Proimos)

In my Twitter profile, I note that I consider myself a lifelong learner.  If I could continue to go to school for the rest of my life, I would.  I am always on the lookout for the next new thing that I can dig into and learn about.  My natural curiousity inclination means I'm constantly running in ten different directions, and I'm really excited about each and every thing.  But that also means that as soon as I run into something boring or I get stuck, I have several other things vying for my attention.

Same theory applies to new programs, gadgetry, tools, books and any other thing that is available out there for purchase.  Usually I don't need it, but if it sounds cool and promises to make some part of my life easier then I want it. So I buy it.  Unfortunately what happens next is that I often come off of the eurphoric "I just bought a new toy" high, and things start feeling difficult; especially if it isn't quite as neat and earthshattering as I was led to believe.  Buyer's remorse sets in.  I'm fully into the motivation dip.

If you're selling anything, you need to plan ahead for how the motivation dip affects you.  Here's three suggestions for starters.

Be Honest in Setting Expectations:  Nothing feels slimier than buying something and finding out that the product was oversold.  As consumers, we have a ton of information at our fingertips, and we should spend time researching before we buy (especially the big ticket items) and have questions at the ready so when we're talking to a salesperson, we make an "educated" decision.  But let's face it, a big part of the buying is emotional.  Providing a simple FAQ of commonly asked questions upfront can help ensure your customers don't regret their decision later (and come knocking on your door for a refund).

Provide Stellar Support After the Sale: Know that once people start getting down in the weeds learning about their new purchase, they'll probably have questions.  Lots of them. They may get stuck and not know what to do next.  Head buyer's remorse off at the pass.  Make sure they know where to go to get help, and make sure you act like you care.  Nothing's worse than buying something, and having the salesperson disappear into thin air, or stare at you blankly like they've never seen you before.

Tell Them What's Next: Nobody knows your product better than you do.  Give suggestions on what to do next once you've moved them through their issue.  This is going to help them get back on the right track, and move them closer to moving out of the dip.

After that initial learning discomfort, momentum should be on your side again, and it's possible to have your customer's satisfaction level head back up to where it was when they first purchased your product.

What's your best advice for moving customers quickly out of the motivation dip?

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