Last week we shared ideas
on becoming a leader in your company through your daily actions. It’s the
“singles” we hit every day and not the “homeruns” that help the leader in each
of us emerge.
Here are some additional
ideas to incorporate into your daily activities:
Look for ways to bend the rules
There are four words that
if used in your communication can have the opposite effect of your desired
outcome. They are: can’t, won’t, don’t and should.
CAN’T
Say “can’t” and you’ll
not only make your customers angry, they’ll start looking for someone who CAN!
Tip: Always focus on
what you CAN do for your customers.
WON’T
Say won’t and they’ll
ask, “why NOT?” Then they’ll start looking for someone who WILL.
Tip: Always focus on
what you WILL do for your customers.
DON’T
Say “don’t” and your
customer will ask, “who DOES?” You can be sure they’ll find one of your
competitors.
Tip: Always focus on
what you can DO for your customers.
SHOULD
Say “should” and your
customers will feel like they’re being given an order. Or, worse yet, they’ll
think you’re scolding them.
Tip: Always tell them
what you NEED from them in order to carry out the service they’re requesting.
Learn your customers’ names
Use your customer’s name
at least three times in every conversation. Never call a customer by his or
her first name unless they have given you permission to do so. When asking a
customer for his or her name, that is the name they are comfortable with you
using. If they give you their first name, it is then acceptable for you to
call them by their first name.
Smile warmly...smile often!
This one is easy:
-
It takes absolutely no time to smile.
-
Smile even when you are on the
telephone.
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If you don’t feel like smiling—fake it!
Be patient—even with the most difficult customers
Only 4% of your unhappy
customers bother to complain. That means your organization will never hear
from 96% of its unhappy customers. They’ll just quietly go away and simply
take their business elsewhere when possible.
For every complaint
actually received, most organizations have about 26 customers with problems, 6
of which are serious. Therefore, when a customer does complain there’s a
greater chance that he or she will become a loyal customer if the problem is
acknowledged and fixed properly.
Take complete ownership of the service you provide
The way you deliver
service is a reflection on your personal credibility, not just your
company’s. Avoid getting involved in the “blame game” or making excuses when
there is a problem with service.
Take pride in every
customer interaction. Ask yourself each time you are providing service, “Is
the way I’m handling this situation going to improve my long-term relationship
with my customer?”
No matter what the
problem—OWN it. Avoid the, “It’s not my job attitude.”
Keep your work area spotless
A messy work area sends a
message of chaos and disorder. A clean work area tells customers and
co-workers that you are an organized, reliable professional.
Check your baggage at the door
A negative attitude is
contagious. The good news is that so is a positive attitude. Take a look in
the mirror and ask yourself, “Am I a positive or negative virus? How am I
affecting the people around me?”
Leave your problems and
concerns at home. Your customers do not deserve to, nor want to, hear about
your personal problems.
If you’ve had a nasty
customer, take a few minutes to calm down before you deal with the next
customer.
You, and only you, are responsible for your behavior. We all have choices
to make on how we handle any given situation, what we will say, how we will
say it, how we will dress, and the list goes on and on. It’s your performance
day-in and day-out that speaks loud and clear as to your leadership
abilities. Stay focused on hitting the singles every time you are up to bat
rather than going for the homerun. Your batting average will improve!
