Customers feeling processed rather than served
In my seminars where we talk about handling customers efficiently, I point out the danger of customers feeling more 'processed' than 'served'. That's when we focus more on the completing the transaction than advancing the relationship. Case-in-point is when employees finish recording their out-of-office voice mail messages, or complete customer transactions with the send-off, "Have a nice day." That mindlessly over-used cliché reminds the customer that the service provider is on auto-pilot, going through the motions of talking. That's why I was so wonderfully surprised by a simple send-off I received after "Joe" handed me a receipt for the coat I'd just purchased. Instead, of muttering, have a nice day... he looked me in the eye, nodded and said in a serious tone, "Thank you for your business." As a customer, I actually felt appreciated. Which is why I'll happily go back. Good results for changing a few words.
I See your Point
The Power of Empathy with a Simple Phrase
A service provider passed on to me a simple phrase that she uses to diffuse angry customers. After the customer expresses their concerns (vents), she confirms the details with the customer, empathized with their frustration, and then wraps it all together with the phrase, "I see your point." Whether or not we agree with the other person, the phrase, "I see your point," communicates that we've listened and that we understand their perspective. That's a big step towards preserving that valuable customer relationship. Bonus: it's also a great approach to use with family and friends.
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Jeff Mowatt is a customer service speaker, customer service training professional, award-winning speaker, and best selling author. To inquire about engaging Jeff for your team visit www.JeffMowatt.com
What’s your Customer’s Budget?
At one of my seminars, a participant asked me how to raise the subject of budget when the client invites you to make a proposal. "We go through the whole presentation," he explained, "And the client seems to like everything. But by the end of the meeting we still haven't discussed price. Later, we learn that what we proposed was beyond their budget." He was also concerned that it might appear rude or blunt just asking in advance, "What's your budget?" I agreed that asking about budget in advance makes sense. I suggested that to soften the bluntness he rephrase the inquiry to something like, "There are several options we can present depending on the budget you have in mind. Is there a budget I should be aware of?"
Dissatisfied Customers – What’s Really at Stake?
As a customer receiving poor service, you've no doubt wondered what the people in that organization were thinking. You inform an employee about a problem, and rather than apologize, they make excuses or act like they're doing you a favour fixing their mistake. One reason why this is so common is employees focus on the value of the transaction rather than the value of the relationship. In other words, what's at stake is not the $50 transaction - it's the customer's thousands of dollars' worth of that lifetime business. Not to mention the word-of-mouth publicity. The lesson - for greater long term profits, managers should waste less on expensive ads and price discounts trying to buy new business, and instead invest more on training employees on how to delight and retain customers they already have.
Common Blunders with “Please Hold” Messages
If your company's in-bound calls are routed to a call-centre, check to see if your 'please-hold' recording includes any of these blunders:
"Due to overwheliming demand all our agents are busy..." This company is overwhelmed. Sounds like they're out of control and don't know what to do.
"Due to high call volumes..." I guess management wasn't expecting many customers to call. Or they're just incompetent at handling high demand.
"Your call is important to us..."They start the interaction by insulting our intelligence and lying. If our call was that important to them, they'd find a way to have someone pick up the phone.
Better to simply state, "Thank you for calling ABC Corp. Please remain on the line and you will be served faster than by redialing. Waiting time for the next available agent is approximately X minutes." It's to-the-point, informative and unlike the others, doesn't add insult to the injury of being on-hold.
The Value of the Slight Edge
Remember the old joke about two camping buddies being scared out of their tent by a rummaging grizzly? One scrambles to exit while the other stops to put on his running shoes. "What are you doing putting on those shoes? You'll never outrun a grizzly." Response: "I don't need to outrun the bear, I just need to outrun you!" I believe the same strategy applies to competing in business. You don't have to be the world's best - you just need a slight edge over the competition. So, as you compare your offerings to that of the competition, resist the temptation to stretch the truth. Exaggerating insults your customers' intelligence. Better to have a slight edge that wins all the business than to make an exaggerated claim that loses all your credibility.
How to Renew your Patience
Does your job involve dealing with customers or coworkers who are rushed or stressed? If so, consider exercising before arriving for work. Before you dismiss this out of hand, think about that great feeling you have after you work-out. It’s more than a temporary endorphin high; it’s also the sense of well-being and self-esteem you generate by doing something you know is good for you. It gives you more perspective and more patience with those other humans. Yes, it may mean getting-up earlier. Fine, get up earlier and go to bed earlier. At first it may be tough, but your body adapts. Just give it three weeks and you’ll find it becomes a doable healthy habit. Being kind to customers and coworkers starts with being kind to yourself. You’ll not only have better outlook, you’ll also have renewed patience when confronted with life’s daily challenges.
Courting Smarter Clients
As a customer, you’ve likely wondered how some organizations can be so insulting to your intelligence. Consider dental practices with signs: Now Accepting New Patients! (like it’s hard to find a dentist). Think of the number of businesses that claim they’re Number One. How about when the phone rings and the caller states, “We’re in your area…” offering a special on furnace cleaning? My take is there are two flaws with these strategies: 1) They’re dishonest. 2) They only work on people who are gullible; meaning these buyers typically don’t have a lot of money for long, so won’t be good long term customers. Conversely, the more you treat customers like intelligent, well-intentioned adults, the more you’ll generate a solid customer base that is ready, willing, and able to pay for the extra value you provide. Critical question: Do all of your communications show respect for your customers’ intelligence?
Ask without Accusing
In a perfect world, when people commit to do something it would absolutely be done and you'd never have to ask or remind them about it. In reality though, as you've no doubt experienced, customers, co-workers, friends and family members have other priorities and may neglect or forget to follow-through. Out of frustration, we might ask, "Did you (insert their commitment here) yet?" Unfortunately, that wording sounds slightly accusatory and puts the other person on the defensive; making them more inclined to rationalize the delay. That's not helpful. Instead, consider using the phrase, "have a chance to" as in, "Did you have a chance to...?". That phrasing - while reminding the person of their commitment - comes across as empathic and forgiving. Ironically, the kindness it conveys is much more apt to compel the person to take action.
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Curious about Jeff's training resources? Click on Shop for details. If you're interested in a customized presentation for your organization contact Jeff at [email protected]
Jeff Mowatt is a customer service speaker, customer service trainer, award-winning speaker, and best selling author. To inquire about engaging Jeff for your team visit www.JeffMowatt.com
Discuss customer concerns, not complaints
No one likes to hear customers complain. Employees become impatient and defensive when faced with these "trouble-makers." One of my seminar participants equated listening to customer complaints to undergoing amateur eyeball surgery. (That can't be good). To prevent this defensive mindset, employees need to be trained to treat customer complaints as concerns. Employees need to know that customers who express concerns are helping you to stay sharp and competitive. Focusing on customer concerns vs complaints will immediately shift a potentially negative situation into one that is positive and productive.