subject: My BOSS BIBLES: Back to Basics: Common sense is getting less common! [print this page] My BOSS BIBLES: Back to Basics: Common sense is getting less common!
Back to the basics is intended for those who are starting out and do not have the experience to know the importance of customer service. You may be starting a new business, sales career, customer service job, or any other industry that requires you to interact with human beings, as part of your daily routine. Or you may have employees that are in this position; common sense will help with their productivity.
I was recently in a position to give some work to a young couple who are self employed, in Renovations. I was told that they did good work, so I handed off a job to them. What I did not expect was the attitude that came about after they finished the job. I received a call from the home owner (my customer) telling me that the job was not the quality that he expects. I immediately sent a text to this young couple explaining that there was a problem and to give me a call.
24 hours later, I sent them another text, as I had received no response to the first. The response to me was dismissive, I honestly felt like I was a bother. It got worse when I responded that the customer felt the job was a "complete redo" and, I did not know what to say until we spoke. I was told that they were "working and can't keep texting me". I was under the impression that this was work too! They then told me that they would get in touch with him. My response was, "I will tell him to expect to hear from you". The reply to this was, "I just said that I would, stop texting me". Now, that got me more than just annoyed, it made me angry!! I then received a follow up within seconds, "stop texting me". I have not returned the last two texts, nor do I intend to establish contact.
They have ruined any chance that I will use them for anything in the future; except of course as a poor example.
While writing this article I had a visit from a pleasant young man who wanted to replace my Hot Water Heater. I have seen this type of sales many times before and I said, "No thanks, have a nice night", he responded indignantly, "Maybe you don't know that Natural Gas rates are going up". My response was, "Yes, I do. And I know what this is all about as well". He loudly asked, "AND WHAT DOES THAT MEAN"? I just smiled and said "Really? Have a good night". Did he really think that a confrontation with a stranger, on his own front porch, would make a sale? I have had young people come to my door that impressed me enough that I got them a job, even though I didn't buy their product, they impressed me. But they didn't get indignant with me, they were pleasant!
I give you this lead in so that you can understand just how quickly, and completely, an attitude can be changed and cost you opportunities, respect and actual MONEY! I have developed this system specifically for the basics, the "REASONABLE" method!
These simple rules can help to ensure this does not happen to you.
Return phone calls as soon as you can. I have had customers who will wait days for a return call and many who would not wait more than an hour. Some business's move too quickly to wait around for phone calls. The first returned call can make the difference between getting the job and missing out. Text messages do not have enough personality to take the place of your voice.
Ensure that your customer feels important. If you are distracted while speaking with a customer they will know it. "If you are so busy then my job has no priority". Be attentive to their voice as well as their words, if they sound stressed, ask if they are alright and how you can help. They will appreciate that you noticed and that you offered to help. Every conversation is about them!
Apologize for not answering when they called. Nobody expects the phone to be answered immediately every time they call. People aren't stupid. But, if you sincerely apologize for not being able to pick up the phone, they will feel that you actually care about them. The usual response is, "that's not a problem we know your busy", or for the customers that actually like you, "What were you doing? Hanging out on your yacht"? When people feel comfortable enough to joke around, you have a return customerUnless you mess it up!
Smile when speaking on the phone. People can tell!! Yes, they can! And you can tell too! If you can't figure this out then get off the phone and stay off!
Organize your day the day before. Know what you have to accomplish and write it down. The worst day is one full of surprises that are only a surprise to you! Don't be the one who is letting everybody down with lack of preparedness.
Note to self "make follow-up phone calls within FIVE business days". Make notes to yourself on your phone, computer or a piece of paper if that is all you have. Most people have trouble remembering everything that they ate in a day. Write it down! What did you eat last night? See!
Address any and all problems head-on and immediately. If a problem arises and you are not equipped to deal with it; get help right away. The problem will only get bigger until you fix it. The customer will be annoyed, which will cost you and depending on your industry, it may get more costly by the hour.
Be ready to take definitive action immediately. Get off your butt and do something! Make those cold calls, get out the follow-up file, and take steps now that will bring rewards tomorrow. Are you still sitting here?
List everything in order of importance before jumping in head first. Know what steps must be finished, in what order. Whatever your job, there is going to be an orderly flow that makes the job more efficient. Educate yourself in our industry so that you are NOT the hold-up.
Everyone wants to feel like you want the job and are grateful for it. This can only come from your attitude towards your customer. Is it obvious to them that you appreciate the business? I know one small business owner who at the end of the day shakes everyone's hand and thanks them for the days work. His employee's know how he feels and they work hard for him, because they feel valued. Make your customer feel valued! You want to feel that way, don't you?
Use common sense!! Be REASONABLE!! Your customers deserve it!
