The pearls of wisdom from
mom in those moments of comfort or nasty reprimands are worth recalling.
In the
late 1950's television show "Father Knows Best," the dad would often
say, "go ask your mother." Moms have the answers. Whether they are
fact or fiction, their lessons can help us help our customers receive
the satisfactory service we know they deserve. Here are six gems
from moms.
"Be nice."
This is an essential basic to keep in mind with the toughest of problems or
the most ornery customer. Being pleasant is desirable, period. Management
consultant Brian Tracy advises managers and owners to "hire nice." "Stand
up straight, shoulders back, chest out."
On the telephone or in person your body language talks. Take note that it communicates
your confidence to solve a problem and your concern to be a help. You can
have all the right words but all the wrong moves will render your words as
useless as a boat without oars, engine or sails.
"You pass this way but once. Any good you can do, do it now."
That one time someone is dissatisfied and complains may be the one chance you
hear of it. According to statistics it's a 4% chance someone will complain.
The bravest of customers who come forward to tell you how you bungled your
service or product, deserve your help for them going out on the limb.
"Make up your mind."
Customer often want options. Two is enough for some; others prefer you that
they give you their options. Your guide should be the latitude your organization
gives you to work with. As a manager or owner your employees should know
what the boundaries are for satisfying customers. Give the customer some
options. Then ask them to choose what would satisfy them the best.
"Act like the winner when you lose."
There will be someone you or an employee won't be able to satisfy. Being human
we all will make mistakes. Don't lose the lesson when you are unsuccessful
with a service recovery attempt . Learn from your failure. Take time to review
what went wrong and how things went right.
"Trust yourself."
What makes you feel good when you are the customer with a problem? What makes
you resentful after a company, restaurant or physician staff ignores your
requests for a solution? Trust yourself, trust your staff, to know what the
right thing to do and say is. Our own experiences often shine on solutions
for others.
Mothers' adages and wisdom reach into the workplace. Whether it was your
mom or the one next door whose familiar rule or truth rings in your ears, take
a moment to listen. The lessons are in some way applicable to each customer
we serve. | 