The theme of this blog series has been lessons learned from our 2021 trip with my family at west. One of the most eye-opening experiences I had was the closed-minded nature of many under pressure employees I interfaced with during our trip.
From a park ranger to a waitress under pressure, many workers failed to be pleasant or think outside the box, both prerequisites to successfully satisfy the customer,
After talking with my son about these customer services situations, I parted some motherly advice as he started his first job.
The answer to a customer’s question, suggestion, or advice is never no, or we don’t do it that way.
Why?
- A customer feels you are tone-deaf to their suggestions
- A customer feels you are closed to better ways to help them
- Customers consider taking their business elsewhere
The reply should undoubtedly be:
1.) Thank you for that thought, suggestion, advice
2.) I will bring it to the attention of my management
Period. Refrain from telling them why you are doing it the way you are. They don’t care, and they see a better way than the policy or procedure that is currently in place. Listen and learn! A far more effective strategy! Try it; you may like it! Your customers certainly will!