Boost your energy

Customer service is not a walk in the park. It requires 'inner drive' and a sense of purpose that you share your personal character when you interact with the customer. It is interesting to note that your initial encounter with a customer is an encounter with a stranger. Despite the fact that you have no previous connection you have the responsibility to practice the three 'E's. You need to display Energy, Enthusiasm, and Engagement !

To interact with a customer it is your duty to display energy. Perhaps it may be better to describe energy as 'spirit'. If you do not display energy you do not display interest in the customer. Don't be laid back when you meet the customer. Take the initiative and introduce yourself. One of the best ways to get started is to introduce yourself and let the customer know your name.

If you believe in your product you will have enthusiasm to describe its many functions and how it can serve the needs of your customer. Your part is to describe with gusto the worth of the product. If the product is a good value, then say so! If the product is on sale, then point out what a great opportunity is offered today!

Engagement is the opportunity for you to identify with the customer and enjoy with them the shopping experience. An easy way to engage is to point out how wise the customer is to purchase your product or visit your establishment. Many practitioners of customer service realize that when you get the customer to talk about themselves they like you. They have a good experience because you listen to them. Engage your customer. You will see results.

You Control Your Attitude

It is not fair that the customer is always right when you are on the receiving end of nastiness. On the playground you may have learned that a bad attitude should be met with toughness. The mistake for customer service personnel is to emulate the bad attitude that some customers display.

While customers may be 'out of control' you are always in control of your own attitude. It is always your choice to master your own attitude and display an attitude of service. Remember that is in your best interest to be an excellent company representative that reaps the rewards of repeated business. As I have stated in an earlier blog it is the customer that pays for your 'paid holiday' and you want the repeated business.

It is called gaining an 'edge'. Despite a competitive market place, price is not the only influence.

The 'total' customer experience is based on a repetitive experience. The customer learns to expect a certain experience, that although that experience is subjective, it is real.

Even today Macy's in Chicago suffers from a failure to fulfill the subjective experience of shoppers that the staff at the old Marshall Field's store satisfied. Many shoppers at Marshall Field's store were nasty, but all the employees' of the store knew that you went the extra mile to assure that the customer experience was positive. They chose to display an attitude of customer service. You too choose your attitude. Choose a positive attitude and you will excel.

The Magic of Supporting Your Customer

If you are looking to add something special to your customer relations there is a special word for you. It is reassurance!

Who does not want to be supported in the good decisions that they make? So if you want to excel at customer service look for the opportunity to reassure your client. In effect, you are being supportive of their choice of your product or service.

You do it by voicing supportive and complimentary remarks. Phrases such as "That was a good choice," or "This is a good purchase" or "You have made a wise choice" are all reassuring. If you have offered a discount you may remark about the great value they have obtained through their purchase.

If you think about it, customers are involved in decision making. Obviously they want to make a good choice and spend time comparing prices and quality and value for their dollar and expect a modicum of satisfaction. Your job is to re-inforce that they have done well. You need to tell them that their decision making has paid off.

If you have staff members that work for you, they too want to be reassured by you. They want to know that they are performing well. Make it a point to tell them something like this: "I want to reassure you that your are making a good contribution to the team." Or you can state it this way: "I am constantly reassured by the quality of your contributions towards the attainment of our goals and objectives."

If you are a teacher or a coach you may want to remark: "It is reassuring to see that practice is paying off for you."

Look for ways to reassure others. When you do it will begin to create an "aura" about you that is positive. People will look forward to being around you. They will want to return and be your client again.

Is your Ego an Impediment to Your Success?

When you work for a company or an organization it is important to realize that you contribute to the well being of the company. Too often the employee looks at the employment relationship as a one way street. The worker wants a pay check and that is it. Vested self interest rules.

If you want to be a success, contribute to meeting the goals and objectives of the company. Your need fulfillment, in this case, sustenance, is best met by your clear understanding that company success boosts your success. Therefore consider clearly each day that you are working for the good health of your organization. Learn the goals and objectives of your company. Talk about them when you relate with your customers. They will be happy that you are working with a purpose.

Good health is built on good relationships. Your role is to build excellent customer relationships. You want to consider, what can I contribute to improve the image of my company. Is my company distinguished by what I do?

Take some pride in standing out in the performance of customer service. You will find it satisfying. Too often workers, instead of working on the improvement of customer skills, gripe about the customer. Turn the table and realize that the one variable that you control is your own work. Invest in yourself and acquire customer relation skills.

Try this. Pick out a customer relation skill, for example, offering to serve. Go up to your customer and ask how can I serve you today. Then listen. Let them know that you are happy to be of service. Do this for a week until it becomes a routine. If you surprise them with your acumen, so much the better. Keep repeating this skill until it becomes second nature. You will find that you set your ego on the side and concentrated on the other. You will be well received.

The Critical Decision

When the word 'culture' is mentioned in the business context, what is really meant? Most companies want to move from a present 'state' to a desired 'state'. Typically the leaders of the company have identified a need for improvement and want to instill a certain spirit among employees that is visible and tangible.

Unfortunately there are a number of customer service programs that are created, survive for a time, and pass on like the flavor of the month to be forgotten by the employees just in time for the new flavor to be introduced. Have you been to the local grocery store where the employees mouth the mantra they have been instructed to use, but do so with a monotone that lacks enthusiasm? What we are seeing here is a failure to execute.

If you were a fly on the wall in the executive suite you would hear the lament called, "If only our employees understood what needs to be done."

How can this be after so much time and energy and dollars are invested in training sessions and the obligatory power point presentation?

In the context of a culture of service the desired outcome is not merely the behavior. It is belief. The belief is: that to be a man or woman for others, brings personal satisfaction.

The leader is asking each employee to make a firm personal decision to incorporate internally the customer service disposition; based on a spiritual certainty that there is self satisfaction in doing something for the benefit of another. It is this connection that is missing when there is a failure to create a culture of service.

Most employees do not make the critical decision to please the customer because they do not believe that an employee should be a man or women for others. Lacking this, they need to at least reach the belief in self interest. Self interest teaches that there is something in it for themselves personally.

The typical healthy person invests in friendship, but does a friend come to you and offer to pay the school tuition of your child? In most cases, even the best of friends does not do this. But the customer does. When you take your next paid holiday, consider who is paying you. It is the customer that is paying you. Perhaps the next time you provide service you will demonstrate your gratitude.

Buying a Bow Tie and Learning Customer Service Tips

Last night at Nordstrom I decided to adventure into a fashion that is limited to very few men. In order to enter the world of bow ties that are authentic, meaning the bow ties on a strap that come with your rental tuxedo are not the option, but rather the ' tie it yourself ' variety; you need customer service.  I used to patronize Marshall Field's where the customer was king and you could count on excellent customer service, but the evil empire of Macy's came to Chicago and destroyed the ethos.

Business literature suggests that the Nordstrom Department Store knows how to deliver customer service so I decided to visit.

I was greeted in the men's department by a gracious lady who asked if I needed help.  I indicated that I would count on her to make suggestions and help me prepare for my next 'Black Tie' event.   She told me that the first thing she learned upon entering the men's department was how to tie a tie and was ready to provide me instruction and would take the time needed.  This was quite pleasing to me since I had never, in my life, tied a bow tie.  

She escorted me to the shelves filled with cumber-buns and ties.  I was surprised to learn that all were described as 'beautiful'.  While I was not convinced of this since I thought some looked like something a clown would wear at the circus I plowed on.  When she went into detail about one of the ties, describing it as something between fashionable and conservative, I chose it.

"Would you like something else Sir?"  "I can fit you with a shirt. " Out came the tape measure to determine my neck size and length of my arm.  Again a display of a variety of shirts unfolded before me.  I thought that you bought only based on size, but the next thing I find is the sales lady unpacking the shirt and asking me to try it on.  Apparently my sleeve length is in between and needed to be tested.  I did.  I thought it was fine, but she insisted that I try on one more to make sure.  I didn't think that was necessary but since she insisted I played along.  Indeed that one was too big.  Well I was quite satisfied that I was purchasing the right shirt.

Now that I was fitted, came the moment of drama, the bow tying lesson.  I was presented with an illustrated card and she took me to the mirror.  There I received a detailed description about the long end always going over the shorter end.  I came to know, after several tries, to form the bow.

What were the keys to fulfilling good customer service?  1) She always presented an additional option  2) She provided descriptions in a positive fashion  3) She had the time to instruct me 4) She was not hurried and was pleased to unfold and fold the shirts  5) She let me make the final decision.

What is so hard about an apology?

See my previous blog, Flatwater Grill Wait Staff Flubs Customer Service.

Here is the flabbergasting event that came to the attention of the real "General Manager" at the Flatwater Grill in Chicago. One of his staff had fielded a customer complaint acting as if he were the "General Manager". Despite the request of the customer to extend an apology, the imposter indicated to the customer that he did not need to do that.

An apology is an important first line extension of compassion to the customer from the company. It indicates that the company has a virtue most of us title, humility.

In the beginning and the end, a business is an exchange. The greater part of the population extends a level of admiration to business, as a service to humanity. To the ordinary person the business person is a risk taker who reaps the rewards of service, that is, monetary profits. The customer spends cash and receives in return a service. For those in the service industries the commodity is the 'perception' of the quality of service. Whether you believe it or not, your customers can mis-perceive you when you do not seek to please them.

Service is a fragile commodity. 'Perception' is a product of how the customers 'decodes' your actions. Whether you justify your actions as appropriate or inappropriate does not matter.

What matters is what the customer thinks of you. Therefore, an apology is always an important tool for customer service representatives and all staff members. It does not matter who is wrong or who is right.

The Flatwater Grill let one of its employees betray its trust and refuse to apologize.