Here's a great story about not judging a book by its cover. Spoiler alert the end result is a new loyal-for-life customer! Guest Blogger, Samantha James, writes:
Walking into Tiffany’s on 5th Avenue was just as sparkly but a lot more tourist-y than I imagined. As an 18 year-old with a $15 purse on her shoulder, I assumed the staff would easily overlook me. However, I was proven wrong.
After explaining my request, I was kindly, and nonjudgmentally (is that a word?), directed to the 6th floor. An attendant in the elevator made eye contact, smiled and pressed #6. Once the doors opened, I was given a friendly greeting and directed to one of the most plush velvet chairs I’ve ever seen. They were, of course, Tiffany blue. Soon after sitting, a young (attractive) man in a tux with a Tiffany blue bowtie asked us if we’d like anything to drink. I accepted my sparkling water with a lime wedge graciously, feeling very much like Audrey Hepburn, and only had to wait a few more minutes before being lead to a desk where a professional woman named Sandra who was, of course, wearing a tiffany blue neck scarf, promptly asked me what I wanted done with my necklace, gave me options on how to have it returned to me and told me how much it would cost without dancing around the answer. She presented her card and a tracking number as reassurance (she could tell how precious it was to me).
Thank you, Tiffany’s, for making a teenager feel like an important and appreciated customer! I may not be able to afford to shop there for now, but you can bet in the future you’ve got a customer for life.
Where might judgement get in the way of your outstanding service?
- If the call contains the word 'price', do you assume it will be a tough call?
- If there is an outstanding amount owed, do you pre-judge the person before making the collection call?
- If they talk slower or faster than you, do you make a judgement about their personality or intelligence?
Today, look for opportunities to catch yourself judging and then turn your focus to helping.