Let’s assume that generally your company does a good job of taking care of customers… it’s just that occasionally, stuff happens. The question becomes, when there’s a service failure that the company caused, what’s the fastest way to recover customer goodwill. My short answer - when companies bring me in to deliver seminars (live or virtually) - is fix the problem AND the relationship. That means that of course you’ll give them a replacement/ refund/ alternative, as any ethical organization would. However, fixing the problem doesn’t address the likely frustration, delay, inconvenience, and sometimes cash outlay that the foul-up caused for the customer. That’s why we need to also give the customer something for the hassle. That way, the customer discovers that unlike other organizations, you’ll go the extra mile when there’s a problem. In other words, they become more loyal not in spite of, but because of the service failure. It’s a significant step towards differentiating your brand and being considered by customers as their trusted partner.

Of all the books and tips about how to get along better with friends, family and customers, there’s one approach that I believe is the most effortless and under rated. I was reminded of it when our 17 year old daughter, Haley complained about Gail, her classmate, who apparently thrives on creating drama. Haley concluded, “I find I have to bite my tongue a lot around Gail.” “Good call,” I offered, “Remaining silent is often the smart move.”

Sooner or later in almost every relationship, people will say or do something that’s mildly annoying. While the natural response may be for us to take offense and lash out, the most powerful response is often to say and do absolutely nothing. By not responding in anger you build a reputation as someone who thinks before acting. Conflict, in order to exist, requires pushback. I’m not suggesting that we let people get away with being abusive. But it’s a reminder for all of us to choose our battles. As the expression goes, never miss a good opportunity to shut-up

“The best advice I ever received on earning customer respect was…” (This was a manager I interviewed in preparation for a customized virtual Trusted Advisor seminar I would be staging for her company). She said a mentor advised her to, “… always answer the client’s NEXT unspoken question.” In other words, when you share information with a customer, it often prompts more questions like, what are the costs… what are the alternatives… how does this address my other concerns and goals... etc. The key is not forcing the client to ask obvious follow up questions. Give that information up front. My take on why this approach is so impactful is it demonstrates you are thinking ahead of the customer. It proves you’re considering their larger desires, and it positions you as a strategic thinker, not just an order taker. So, next time you report to a customer or other stakeholder, be sure to also answer their next unspoken question.

Quick – when phoning a company, which of these two organizations would you prefer doing business with? The first answers, “ABC Stereos.” The second answers, “Thank you for calling XYZ Stereos, this is Dale.” If you’re like most customers, the second company gets your business. They sound more professional and they sound like they have had training on answering the telephone.  When employees are trained properly to answer the phone, there’s a good chance they’re also trained to solve your problems. Lesson: providing “telephone training” creates an easy competitive advantage over your competitors.

My ears perked up when I heard a politician who, during a radio interview, made a statement that included the phrasing, “I don’t profess to be knowledgeable in all areas of… What I DO know is…” I found myself thinking, Wow – he’s honest and smart. Ironic how admitting up front what you don’t know actually increases your credibility when you make a statement about what you do believe. The technique itself is easy. The challenge is being secure enough and humble enough to admit we don’t have all the answers.