Have you ever thought that an internal or external customer was a complete mystery? Chances are, when all your right buttons are pushed, the label "mystery" is probably much kinder than what you are really thinking about the person, right?

A good example might be a customer service provider who is very decisive trying to serve a customer who takes a long time to make a purchasing decision. That indecisiveness on the customer's part may be interpreted by the service provider in numerous ways including: no real interest, a person who lacks backbone, or a person who just doesn't know what he or she wants. For the most part, the thoughts the service provider has about this customer are not positive or constructive.

In reality, that person may be a "conscientious" style person who just likes to get all the facts and weigh the pros and cons before deciding. And this style person, in fact, will probably make a better buying decision and dodge buyer's remorse. The beauty of these buyers is that once they decide to buy and feel good about that decision, they will be loyal customers who sing your praises to other potential buyers.

For those of you who read my newsletters regularly, you have probably read in the past about the four core DiSC behavioral styles. Understanding those styles is the key to solving the mystery of internal and external customers that you may not understand. Here's a quick reminder:

The high D or Dominant style is very decisive, likes action and is task oriented. To relate to this person you want to provide solid information that answers his or her need without getting "in the weeds" or bogged down with too much detail.

The high i (lowercase because i's like to be different) or Influencing style is very outgoing and friendly, likes to take the time to talk things through and is people oriented. To relate to this person, allow him or her time to verbalize thoughts.

The high S or Steady style is just that, laid back and steady. The S doesn't like conflict and is people oriented. To relate to this person, allow him or her time to feel comfortable with the information and product and don't rush the decision.