COVID has changed much for many, and for one reason or another, it seemed every business was short-staffed during our summer vacation. It appeared to be a nationwide shortage as I heard the same situation from most people during the summer months. I always say it’s not what happens in life but how one reacts to it that makes the difference.
Businesses were short-staffed, wait times increased, and service diminished for many customers around the country. So how should you react to customer needs, wants, and demands in this challenging situation?
With a smile, grace, charm, and service. Fact. The customer does not care that you are short-staffed. That is your problem, not theirs. Your job is to satisfy the customer period.
So here are some responses and tips that will help you help your customers.
1.)When a customer suggests how you can accomplish your task more efficiently, the answer is not “that’s not how we do it.” The answer is, “that is a great suggestion. I will bring it to the attention of my supervisor.”
2.)When customers are frustrated that they are not receiving the service they expect, do not tell them why you did not and cannot accomplish what they need or want. The answer is to genuinely apologize for their inconvenience. Then proceed to find and explain how you will solve the problem for them. Nothing can be more infuriating to a customer than an explanation detailing why you “can’t” or “couldn’t.” The customer does not care. They are only interested in resolving their situation and getting what they want—that simple. Do it, or they go elsewhere.