Dr. Martin Luther King Jr. dedicated his life to improving the world in which he lived—and challenged the rest of us to do the same.
What can you do today to make your customer’s world better? Focus on empathy.
Empathy means understanding your customer’s point of view, regardless of whether or not you agree.
When they say, “Your technician is late” “I apologize for the inconvenience”
When they say, “Your bills are hard to understand” “I see your point”
When they say, “You said it was fixed, but it’s not working again” “I’m sorry that happened”
Resist the urge to explain or defend - just offer your understanding.
PS - our congratulations go to Lance at Swezey Fuel and the team at CMC Energy who were the winners in our first Pay it ForWARD Challenge on Facebook! They demonstrated how to share goodwill and make a difference for someone else.