If it bleeds, it leads...

Negativity is contagious and can bring the whole team down. And you know you can’t change other people -  however, you can influence them.    

But how?

None of us like being told what to do, so rather than tell others to “cheer up, be happy, smile, it’s a great day”, etc., try instead to be a positive force.  That doesn’t mean over-the-top unicorns and rainbows, that can get annoying.  It does mean choosing to find the silver lining and choosing to have a good day for yourself.

One very effective and well-documented way to be more positive is to be grateful. Consider a gratitude journal, or identifying 3 things you are grateful for each day, but in this moment try using your feet.

Next time you get up from your chair (coffee, copier, lunch break etc.) say ‘thank’ when you plant your right foot, and ‘you’ when you plant your left foot. 

Fill in the blank for what follows that.  

• Thank you for Dunkin' Donuts
• Thank you for my awesome dog
• Thank you for my kids having a good first week at school 

Your turn!

News from Abroad

Greetings from the land of great service!  The people in Thailand and Hong Kong have been super attentive, friendly, helpful and patient.  They exemplify the expression, “at your service”!

• If you ask for directions, they walk you to your destination.
• When they indicate a path, they don’t point, they gesture with an open palm.
• You will always be acknowledged with a smile and a slight bow.

You are probably thinking, “but Ann I deliver service over the phone how does this apply to me?” or “Ann, what did you bring me back from your trip?”

Great service is making the customer feel like you’ve got their best interests at heart.  It’s about patience.   How can you do this over the phone? 

Slow down. 

Don’t interrupt. 

…even though your phones are busy.

Tip: After the customer explains their request, count 1-2 then respond. 

Those seconds will stop you from talking over the caller and gives the feeling of patience and caring.  

Go ahead and smile and nod your head too!   They can’t see it, but they can hear it!

The power of the pause

Which of the following are good reasons to pause before you respond?

1. To give you a chance to gather your thoughts

2. To give you time to you choose a better mindset

3. To stop you from interrupting

4. To ensure you understand the underlying concern

5. ‘Cause you get paid by the hour, might as well take your time

If you answered yes to all (except #5) you are correct!   

Taking time to pause can help save time in the long run as you will understand the customers’ needs better and diffuse angry callers.  There is real power in that pause!

Next time a customer (or colleague) is complaining or venting, take a deep breath and choose to respond rather than react.   

Say what?

You are flying a plane from New York (LGA) to Los Angeles (LAX).  In New York 125 people board the plane.  In Chicago (ORD) 45 people get off the plane and 38 new passengers get on.  Plane stops again in Pheonix (PHX) 47 people get off and 36 get on.  Plane lands in LAX.  

How old is the pilot?

Wait for it....

What did you think I was going to ask?  

Customer Service is about listening to the customer, answering their questions and solving their problems.  If you don't really know what they want, you might answer the wrong question.  

Our next webinar will focus on listening skills.  If you can join us, click here.

https://wclisten.eventbrite.com

If you still don't know how old the pilot is, email me and I'll help you. 

It's your call

Every day we are asked one question over and over, and while it seems like a simple question, the answer may have a big impact on your day and theirs.  What's the question?  

How are you?

The ball is in your court - how will you respond? 

Sometimes the truth is ugly.  "I'm tired, hungry, cranky, late, giving my skinny jeans a bigger workout than they deserve..."  Does the person asking really want to hear all that?  No, probably not.  The question is really just a pleasantry, in fact most people don't even stop to hear the answer.

Consder the responses, "not bad", "I've had better", "only 5 more day 'til the weekend".  Comments like these come across as negative.

The other downside of 'fessing up to negative feelings or using sarcasm, is the impact it can have on you.  Smack-talkin' your day can set a negative tone for the conversation and can really bring you down.  

So here's an idea, choose a response and play with it all day.  

How about "I'm having a marvelous Monday, a terrific Tuesday, a wacky Wednesday etc."

Or "I'm doing great!"  "Good, thank you for asking"  "I'm awesome - you?"

The upside of choosing to respond in an upbeat, somewhat unusual way is that it pumps you up.  You can convince yourself that things are good!  

The mind believes what you tell it.  Why not tell it something positive?

How are you doing?  Share your responses here...

Finishing Strong

Here's the dirt on my old drycleaner, their process had a flaw. My new drycleaner collects payment for my items when I drop them off, which means pick up is easy and fun!

Fun you say? Well yes, the most painful part of the drycleaning experience is paying, so why not get it over with first?  Now I get go in, pick up my sparkling clean clothes and not even bring my wallet.  This makes me like them even more.

How do you make your finish fun?

- Offer addtional services or assistance.

- Use their name.

- Offer them a coupon.

- Set up their next appointment so they don't have to remember to do it later? Or so that they get the day and time they want.

- Offer to call, text or email them when their order is ready.

- Say something out-of-the-ordinary.  

Most businesses say, have a nice day? How about getting creative for example if you are in the heating, HVAC business "Stay cool" if you are in legal services say "hope we don't serve you later" if you are in the plumbing business "hope your day doesn't go down the tubes", accounting "have a balanced day" 

Send me your ideas...

Is price your only concern?

Raise your hand if you get those dreaded calls, you know the ones that start with "what's your price?"

Our reflex is to react with a number, but it's better to respond by talking value.  

How?  

1.  Remind yourself that they are looking for a reason to buy from you.

2.  Remind yourself that it's just a question.

3.  Then have a conversation.  Start by acknowledging that they are interested, then work to discover what's important to them.  

"I'm glad you asked!  We've got a range of offers, what's most important to you in a ______ company?"

4.  After you use this technique the first time, hang up the phone and congratulate yourself.  You just broke a habit!   Rock on!!!