How important is patience in customer service?
Have you ever had someone be impatient with you when you were the customer? When we don't understand, and we're asking questions, when we're in a hurry and trying to do too many things in one day, we're a bit vulnerable. At that moment, how we are treated makes a real difference.
I recently had a very patient woman serve me at Chico's here in Sioux Falls. I came in to the store in my workout clothes. It was an unplanned trip, added to the end of a day filled with appointments before leaving town to present on service in Fargo. (My rushed day included a stop at the bank, which led me to asking my banker where she got her blouse, which led to Chico's. Women helping women...love it!!!!)
Laurel at Chico's not only accepted how I looked, she remained patient with me every step of my frantic way, and shared my joy at finding the perfect top and matching bracelet. Even with my hair looking like it just came off the track.
When people patiently answer questions, it honors our curiosity. Patience with a customer is a very nice way to say, "You're worth it!"
I hope I was "worth it" to Laurel that day. She certainly made my day great with her patience.
Please remember: Customers ARE worth it! They are THE reason our organizations exist. When we choose patience over sarcasm, rudeness or simply being rushed, we are practicing wisdom.
Isn't it nice to be so wise?
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.