I'm not from Missouri. I'm a transplant. I moved here from the east coast many years ago. When I first arrived in rural Missouri, people often asked me, "Where are you from?" and the question always startled me. Where I used to live -- asking that question would be considered in bad taste and borderline insulting. No one ever asked me where I was from until I moved to Missouri.
It took me a while to get past my perceived "intrusion into my personal business", but I figured it out. It had something to do with my twang. The moment I opened my mouth -- it was a dead giveaway that I wasn't "from there". People were curious. Folks wanted to know where I was from and what I was doing there. My speech, inflection, and tone were all east coast and frankly, "east coast speak" can be somewhat disturbing to rural Missourians.
Fast forward to the present time. When folks call me for a referral to an attorney, one of the first questions I ask is, "Where are you located?" which is another way of saying, "Where are you from?" I don't ask the question because I'm nosy or curious. I ask the question so I can refer people who live in one place in Missouri to an attorney in the geographical area who can best help them and I need some sort of starting point.
I've developed a theory and I'm going to throw it out there for you to chew on a bit. Okay...hold on a second. First, I have to give you the disclaimer notice. Please note this is just a theory. It's speculation. It's a guess. It's based on my personal experience answering the phone for many years. Here goes...
The answer to the question, "Where are you located?" has a whole lot to do with your own personal geography. If you're from the St. Louis area, you seem to answer the question one way. If you're from the Kansas City area, another way. If you're from central Missouri, your answer is different from someone who lives in the bootheel area.
People who live in the St. Louis area -- tend to respond with, "I live in the city." They also tend to respond by saying, "I live in the county."
People who live in the Kansas City area -- tend to answer the question with, "I live on 400 North East Whatever Street, in apartment number so-and-so." Kansas Citians seem to talk about where they live in specific terms. They add information like, "I live in Gladstone, near the whatever (a landmark)."
When people in Springfield call and have to leave a message because I'm on the other line, they tend to leave me their phone number and no area code. People who live in Columbia tend to do the same thing. Springfield and Columbia prefixes are similar and so calling folks back can sometimes be a challenge.
Rural Missouri -- that's totally different way of talking about where people are from. The usual response from someone in rural Missouri when I ask, "Where are you located?" is by them telling me their town name and the county. No kidding. They're right up front. No fooling around. You know exactly where they are.
Folks who live in the bootheel area usually tell me the name of the town, their county -- and for good measure -- add on, "That's in the bootheel."
Of course, the theory goes right out the window when I get a call from someone using a cell phone. Then it's wide open and anybody's guess. People who have cell phones seem to answer the question, "Where are you located?" with "What?" or "I'm in Missouri."
I think it's interesting that we live in a state where there are so many ways of answering the question, "Where are you located?"
It's a great way to develop rapport. If you work in the customer service field -- you are either giving or getting information. You're communicating. When you're the customer service person -- your goal is to assist that person who is calling you or walking in your door as best as you can. From my point of view -- asking where someone is, enables me to give that customer better service. It's a way for me to develop rapport.
Developing rapport with your client or your customer can open up some of those communication barriers. Try using your sense of humor. Try talking in a positive way (no matter what happens) and I've been told if you smile when you answer the phone -- it comes across in your tone.
Another important thing about being a good customer service person -- You have to care. Caring about what you do and how you do it -- is the difference between giving good customer service and giving someone lousy customer service. If you don't care -- why would your customer? They can always go somewhere else for what they need.
Do you remember the last time you had a good customer service experience? Think back for a moment. I bet it was when the sales person or the customer service person was able to develop some sort of rapport with you. I bet you came away from that experience thinking that they cared about you and your business. Caring about the people you assist makes all the difference.
