Let’s say your customer isn’t happy with something. Perhaps the food wasn’t what they expected. Maybe parking was really horrible to even get to your place. Or maybe something they bought just didn’t measure up.
Whatever the issue, they complain, slightly, or a bit more. Whatever the complaint, optimism makes a very real difference for this simply reason: optimism means no need for hesitation. Let me explain.
Hesitation is very natural when you have to figure something out. But when your service policy is grounded in the idea of finding a way to say yes, the normal hesitation is replaced with a confident belief that every problem can, and indeed will, be solved, because solutions means several things:
1. You’ll do everything you can to say "yes" instead of "we can't";
2. You’ll do everything possible to meet your customer’s needs and desires;
3. You’ll use your positive attitude and communication skills to convey your ownership of the situation.
When you hesitate, you’re pressing the pause button. All customers want to know is that they matter, you’ll fix it, and you’ll of course be fair about it. Your hesitation suggests thinking through options, which, of course you need to do, as soon as you assure the customer that yes, of course, you’ll be able to solve this problem for them.
It’s a great time to say, "Yes, we will!"