One word that makes bad things worse

Ever notice how we sometimes treat our customers better than family? I’m unfortunately guilty. My customers are managers who bring me in to do seminars for their teams. In the customizing step I’ll ask for examples of their team’s customer service strengths and areas for improvement. I learned years ago that when blunders are revealed it’s fine to ask for background, but to avoid asking “Why”. Generally, the answer to why something bad happened is that someone was incompetent. Meanwhile, at home I’ve been guilty of asking one of my daughters why they neglected to do a chore. Not surprisingly the answer is, “I don’t know.” Of course they don’t want to say, “Because I’m stupid, lazy etc.” Nor would I want them to. Instead, they falsely accuse themselves of being ignorant. All because I was foolish enough to ask the question, “Why?”

 Jeff Mowatt is a customer service strategist, Hall of Fame speaker, and bestselling author.   For more tips, training tools or to inquire about engaging Jeff for your team visit    www.JeffMowatt.com

 

Today’s chuckle:

Home is where you go when you’re tired of being nice to people.

 

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