On Customer Service and Stewardship
In my business, I occasionally find myself in the middle! There are a few occasions where things do not go as planned. I find that someone’s expectations are not being met and usually it is due to circumstances beyond my personal control. This doesn’t just apply to our guests, sometimes it is between employees. For example, an employee has an urgent matter arise, but not one that might be considered an emergency. My policy is to ensure that our guests needs are met by the team with the consideration that leaves open a smooth exit for the employee that wants to leave to take care of personal business. Is there another employee willing to give of themselves and “pay it forward” as it were, so that they can receive the same in return on another day? Everything we do impacts someone else, but let it be a positive experience for everyone involved. Our attitudes and our moods affect everyone! It is my intention that the ‘mood’ remain positive for everyone’s benefit. Word to wise, make every reasonable effort to make the best of any interaction and make it positive.
When I find myself in the middle, I look for opportunities for everyone to win! The guest or customer benefits from their service, the employee performs their job and receives their hourly pay and tips, and the business earns an income. In most business models, including mine, the employee is going to be paid their current compensation rate for being on the job, but the real rewards come from exceeding customer expectations and growing guest relationships and with excellent performance increased compensation based on merit. All three stakeholders then, the employee, the guest or client and the business should benefit each time a service or job is performed. After all, that is what we are all present to do. More than ‘being present’ the best attribute or skill to employ every minute of each day to perform well is maintaining a positive attitude and mood. Determination and persistence to do well and do good on this earth for all involved is the winning combination.
A great book to read on the market about Customer Service is Who’s Your Gladys?. Click on this link for more information after reading the excerpt below from a recent newsletter.
MOODS ARE CONTAGIOUS – DON’T CATCH A BAD ONE!
Imagine you have a throbbing toothache. You sit down in the dentist’s chair in pain. The dentist enters the room in a cheerful mood. If you catch the dentist’s mood, you relax a bit and she breezes through the procedure. If the dentist catches your mood, what would happen? She’d wince when you winced. As your knuckles turn white grabbing the arms of the chair, her knuckles turn white grabbing her instruments. As your panic grows, her panic grows. You would probably never go back to that dentist again.People in helping professions meet others sadness, anger, and pain with an attitude of acceptance and a belief in their ability to make a difference. Imagine meeting your customer’s hostile moods with acceptance and a belief in your ability to help them feel better. To respond helpfully, start by understanding that it is okay for customers to feel what they feel. It’s okay for a customer to feel disappointed about a purchase. It’s okay for a customer to feel angry about delivery When you’re comfortable with their upset, it’s easier for them to switch gears, cope with their frustrations and move forward. To keep a customer’s hostile mood from spreading to you, take a moment to challenge yourself to choose your mood. If a customer shows anger and you reflect irritation or defensiveness, their anger grows. If you respond with compassion, it changes the dynamic. Try it – your customers will thank you!
Reprinted from the ‘Who’s Your Gladys?’ newsletter, published by Marilyn Suttle and Lori Jo Vest, a free e-zine that offers tips and tools to help readers create extraordinary customer relationships. Subscribe at www.whosyourgladys.com.”
Keep in mind that which serves everyone best interests and intent whether you are the customer, the employee or the manager or business owner in this scenario. “Do unto others as you would have them do unto you”. Most business owners I know very much want to please every customer, while ensuring the integrity and operational soundness of their business. Business owners also want to have happy employees. Finally, business owners want to have a profitable business and a balanced and happy life as well. I just had someone in the plumbing business say to me today, “not every customer can be pleased, even if I fired the employee that made the mistake and gave their money back it just isn’t enough”. Everyone involved has a stake in achieving the best outcome. Bring your best attitude to everything you do and serve well.
