Use Common Sense AND Customer Service

“Did you find everything you were looking for today?” This question seems to be the latest from the scripted service crowd. The Publix grocery store cashiers have been asking this routinely for about a year. All in all, I respond with a yes and frequently engage the cashier in conversation.

However, there is a time when the question borders on the ridiculous. The Publix store I frequent had just completed “a redo” the night before. Many managers were still scrambling to put the finishing touches on the new look. Now a redo means pretty much switching around all the items. Grocery shopping is something I like to do with speed. So rearranging is a deterrent to my goal of get in and get out.

I had finally finished the shopping which included much backtracking and asking for help. Then the cashier asks, “Did you find everything you were looking for today?” I smiled and said, “Today is not a good day to ask that”. Her friendly response was that she had to ask it. That is a problem! Management should give the cashiers a break for a week and allow flexibility in the script.

Common sense needs to prevail in customer service. Managers must clear the path for employees to engage with the customer in a real and genuine way. The script gets tiresome to your frequent customers. To keep your loyal customers give them authentic customer service.

Crossing the Line

I was shocked at my recent experience with a bank employee. Many organizations are striving for an emotional connection with their customer. This interaction certainly solicited emotion however shock was the wrong kind.

I was at my bank to close a small business account and transfer the amount to the general business account. Since the account is rarely used, the statements are issued quarterly. When reviewing the last one, I noticed fees were eating away at the balance. My request was a simple transaction. The customer service representative at the branch is a guy I have been served by often. When expressing the reason for my request, he leaned across the desk and said, “ I am so sick of this place”. I guess my look of raised eyebrows conveyed consent for him to continue. He stated his displeasure with the fees being charged to customers. His comments included a few choice and colorful adjectives to describe the fees. I was shocked by his comments and inappropriate language.

My thoughts ranged from –
Is this an awful place to work?
Is this his version of empathy for the customer?,
Does he think just because I am a frequent customer that he can be “honest” with me?
Should I tell the manager?

I really did not respond to any of his comments. He seemed to enjoy hearing himself talk. The paperwork was offered and I signed. Then he asked me an interesting question, “So what does Ford Group do, what is your business?” Of course, I was happy to tell him. His tone changed and his professionalism seemed to return.

I hope this situation causes you to check your team members. Ask these questions –
- Do you have an employee who is acting “too familiar” with a customer?
- Is someone crossing the line with language?
- Is someone so unhappy about a process or issue that they are sabotaging and comprising the organization?

Your challenge is to be aggressive in dealing with problem team members. The others know when it is happening and expect the leader to deal with it. Step up when an employee is crossing the line.

Make me talk about you!

Recent customer service experiences have me questioning why great service remains so elusive for many companies. Too much has been written on the topic for companies to still be so mediocre. Here is my latest list on what needs to be done to move past mediocre to buzz worthy.

Give these simple steps a try to get your customers talking about you –

1. Be kind. Manners count.
2. No surprises. Employ expectation management upfront for fewer calls and contacts later.
3. Know me. Show you know my history with your company.
4. Reduce my hassle factor. Don’t ask me for the same information twice – my
name, account number, issue.
5. Make my life easier. Follow up as you promise and be proactive.
6. Be different. Create a positive experience that is memorable and one that will get customers talking about you.

Simple does not mean easy to achieve. Yet staying on the sidelines of the customer service revolution is not the place to be. Get in the game to get customers talking about your company and its service.

The Power of "The Simple"

OK, here it comes, I am about to tell you something you know already --
Little stuff delivered well by your service team can create loyal customers. Whew, there I said it. Why? Because recent experiences reminded me of the power of “the simple”.

My daughter and I were shopping at Nordstrom for a pair of shoes. They were
actually flip flops for her and priced much higher than we normally purchase. The saleswoman was classic Nordstrom. She found the right size in the right color in the back. My daughter was questioning if this was the right size and after slipping them on, the saleswoman gave her a thumbs up stamp of approval. Here’s what I loved, – while I was signing the receipt, she looked at my daughter and asked, “Did you thank your Mom?” She did it in a very fun but motherly way. It was all very fitting and appropriate to her personality. It was a simple thing that worked well. Customer service combined with mothering is a good thing.

This next experience was at a Hyatt Place Hotel. While getting ready to speak
at a client’s team meeting, I needed to request an item from the staff. I ventured into the front desk area. The front desk team was quite busy so I wandered into the breakfast area where I was approached by Damian, part of the wait staff. I had not made eye contact with him, Damian just “saw” I needed help and asked what could he do for me. I love a proactive team member vs. the one who intentionally does not "see" the customer in need. Again, simple works.

At your next team meeting, discuss how the little, simple stuff can enhance the customer experience. Here is what simple can be –

Good manners
Anticipating the need
Thanking the customer for waiting or holding
Following up as promised
Calling to update on progress
Using the customer’s name
Ending the interaction with a sincere thank you

In my presentations, I speak about creating great customer experiences.
However, I believe the simple stuff is required as the foundation of customer service. That foundation creates an experience that is both valued and trusted by your customer.

Change Your Language and Change the Customer Experience

I am amazed at how a few simple words can transform the customer experience. Many people are quick to use language that can put the customer on the defense. Here’s my list of emotional trigger words and phrases along with the preferred option:

Trigger Words

Can’t
I don’t know
Policy
You should have..
Why didn’t you…
Now just calm down
The only thing we can do is…

Positive Options

Can
I can look into that
Here’s how we handle that
Answer or solve the issue
No blaming – just fix it
The best option is…

Start monitoring your language and hear how these phrases slip into your customer interactions. Most of the phrases invite defensiveness. Simply change your language.

For many organizations, creating a positive customer experience is quite a challenge, however changing a few words is a good place to start.

Oh, if you are wondering about the alternative to “just calm down”, there is not one. If you have the nerve to say it, go ahead and get back to me.