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Category: Customer service
When it is Ok to be “edgy”
When I decided to become a professional coach, I began a long training process that included numerous practicums I was either directly involved in or part of the audience. These practicums were in the form of role-playing, and I remember one time the person in the coaching role became a little “edgy” when working with his sample client. I thought the coach was going to be criticized for his edginess. Instead, he was praised. What? Here’s why: Good teachers, coaches, and parents know how to pull out the best in people. When your pupil is not giving his or her best, you are probably going to be frustrated or disappointed, and it shows up in your voice. I am not referring to a “nasty” tone. I mean “edgy”. There is a big difference. Here is an example:
A couple weeks ago I was in my garage, and noticed the lawn tractor lights had been left on. As a result, the battery was dead. My wife had been the last one to use the tractor, and I brought the situation to her attention. In he response, I could tell she was irritated. Later that day, I mentioned she had sounded edgy, and asked why. She said she did not like the way I approached her. I asked her what would have been a better approach. She told me. Problem solved.
When those we interact with appear tense, we can gently and tactfully ask them what is bothering them. Sometimes it is us, but other times it is not. They may have had a big argument with their kids or spouse that morning. We don’t know. We ask. If we are the source, we can make the adjustment. If we don’t, resentment can set it in, and teamwork and communication suffer.
Here is the message: If we are not happy with something, don’t be afraid to let it show a little in our voice. If we sense someone else is a little tense, find out why. We will strengthen teamwork and communication.
A must for a good first impression
Here is a situation I’ll bet we have all been in: We are at a party or social event and we meet someone. We say our name. They say theirs. We begin a conversation. A few seconds later we find ourselves in a minor panic because we have forgotten their name. We want to personalize the interaction by using their name. We can’t because we forgot it. Now what? We have two options: First, we can avoid calling them by name since we can’t remember it. If we do this, we run the risk of making the conversation stiff. Our second option is to ask the other person, “What was your name again?” This means we are admitting we weren’t listening. How does that work for making a good 1st impression?
It is an old cliche worth repeating, “There is no second chance to make a good first impression”. First impressions can easily make the difference in a sale. I once remember a top-producing salesperson say, “In most cases, I can predict the probability of the sale in the first five minutes.” Do you think learning and using a person’s name could be important in those first few minutes? It sure is! What can we do to helpus remember names better when being introduced or introducing ourselves? Here are some thoughts:
First, slow down when you first hear a name. Pretend like you are driving through a school zone. If you did not hear the name clearly, ask them to repeat it. The other person won’t be irritated. Their name is important to them, and they want people to get it right. With this added effort and focus, you will remember more names and help avoid having to admit you didn’t pay attention. And don’t try to be clever! Once I forgot a name, and I asked, “How do you spell your name?” There was a long pause and she replied, “SMITH“. Ouch! That exchange did not go so well.
Slow down, pay attention, remember names, and get off on the right foot.
Play games with your customers at your own risk
A couple weeks ago my wife showed me a box of toothpaste. It was the normal family size I had known for years. Joyce opened up the box, and inside was a tube of toothpaste about 3 inches shorter that the box. First I was amused, then I was offended. My first thought was, “They actually think we are so pre-occupied that we don’t notice the difference?” If you want to make a small tube of toothpaste, put it in a box that is commensurate with its size. Wait…I’m not finished yet:
Last month we bought a box of snack bars, yet the size had become so small it was like a Mars mini-bar. I had the same reaction as with the toothpaste. There are companies that make full-size snack bars and sell a true family size of toothpaste. These companies will get my business.
I realize these two examples are seemingly trivial things, but let’s look at the big picture: Successful companies know how to build trust in their brand and with their customers. Deception and playing games erodes trust, and creates resentment. Let’s put our customers first (including our team).
Making new customers lifetime customers
If you are a homeowner, you have professionals and tradesmen you count on to keep your dwelling fixed, cleaned, and updated. You have air-conditioning, heating, appliances, and lawn equipment. You protect your physical and financial well-being with professionals like dentists, doctors, and accountants. We establish relationships with these people that often last many years. We trust them. When they retire, we have a gap to fill.
Two years ago, my HVAC guy retired. When he did, he gave me the name of another company I could connect with. The next time I needed help, I called this company. They were on time and solved my problem for a fair price. We were off to a good start.
This year, I decided to do some preventative maintenance, and I had the new company out for a routine AC check. I had the AC on, and it was humid 90-degree day. The tech got out all his equipment and cleaned the coils and grill in the outdoor unit. Next, he went to check the refrigerant. He shut down the AC to clean it. When he went to turn it back on, nothing happened. The unit would not receive power through the 32-year-old junction box. So let me get this straight: You come in on a hot, humid day, my AC is working fine, you work on it, and now it is not working. Hmmm…
At this point I took a step back, set aside the “dinosaur” part of my brain, and began asking questions. As it turned out, the tech was following normal procedure, and when he shut off the breaker, it failed. Now we needed a new box. Paul, the tech felt badly about what happened, and said he would talk to the boss.
About 1/2 hour after the call, I called the owner of the company. He knew all about my situation and was very understanding. He said, “Paul was following the right procedure when he turned off the power outside. If that had been me, I would have turned off the power downstairs since the box was so old” In other words, Roger (the owner) was backing up his tech, and admitted that the problem might have been able to be prevented. Roger’s transparency and empathy convinced me I had the right “go-to” person. He was fair with the charge, and I plan to buy a new unit from him this fall. Roger dealt with my crisis well and used it as an opportunity to strengthen our relationship.
Keep your clients by keeping your grip
Let’s say you need to make a change in procedure or pricing in your company, and you are not sure how it is going to go over with your customers. How do you approach your customers about the change? What if we don’t even bother saying anything? Instead, just make the change. Then, at the next staff meeting, the boss asks, “So, is anyone hearing any complaints about the price increase? No? Good.” No, your team isn’t hearing any complaints, but what they are also not hearing is the sound of quiet footsteps walking away.
I hope your company or organization doesn’t use this communication strategy described above. Here are a couple of examples of how this approach can hurt you:
Last year I received a notice from the company that prints my planning supplies. I had been their customer for over 30 years. My supplies included a separate planning book for each month. Each year I would renew my order and the company would send my 12 booklets running from April through March. The notice announced that from this point on, we could only order January through December. That meant I would have to have to throw away 3 months of books. (January – March) As I was reading their announcement, I took a step back and began to think about the system and whether it as still the right one for me. After all, a lot of technology has come along in 30 years. I did not re-order, and ended up with a system I like better, and it is half the price. They lost a 30-year customer! They could have kept me by delaying the start of the change for a year and applying some sort of credit. Instead, they just plowed ahead.
The same type of situation happened to me the past week with my computer protection service. I had been with them for six years. The renewal was due this month. I couldn’t get the order through online and looked for a number I could call for help. There was none. Within 24 hours, I had done my research, and changed to another service.
The message from these two examples: If we want to keep our customers, we need to stay close to them and be sensitive to their needs. Otherwise, bye bye!