How can optimism make your service stand out?
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!"
How important are solutions to your customers?
Let me put it this way: I've never seen a customer who had a problem and DID NOT want it resolved.
Customers want, need and deserve solutions that don't take forever to find. For a customer who has been disappointed, frustrated or just feels let down by your product and/or their experience with you, the solution is a silver lining.
Silver linings are solutions that exist--IF you are inspired to find them. And to be inspired, you must believe they exist.
You get there with optimism. Authentic optimism--the belief that you can solve problems--ANY problem--because you are committed to your customer--makes you a silver lining in their world.
Remember, we LOVE silver linings! And we love those who find them.
It's been a bit of a rough and tumble sort of a year for many people. Let's remember that our country, our organizations, our families all do better when we look down the road together and work together to reach our dreams, to make our goals a reality. May 2017 be a year of collaboration that helps you make it one of your best years ever. Happy New Year!
Dee Dee has helped create and coach "customer care" programs and cultures for healthcare, government, travel, financial services, plumbing, retail, publishing, automotive and entire communities.