Don’t you hate those empty bin boxes on the shelf where the product you wanted is supposed to be? Frances asked one of the staff in the orange aprons about getting someone to order the part. He said, “Sure, just take it to the front.” When she got to "the front" another friendly staff member said, “Oh, you need to get with someone in that department.”
Frances said, “Uh-huh.Okay. How about checking with your other stores.” A few keystrokes later revealed, “There’s five at our store on Garland.” Twenty-five minutes later on Garland.“Nope, we’re out. You’ll have to get with someone in that department to order it.”
Frances said, “Your other store showed you to have five.”
“Oh, really? Well, they’re supposed to call first and check. You can’t go by what the computer says.” Now the tone of voice in the remark was slightly annoyed. The annoyance was intended for the other store, but my wife was the recipient. And, of course, what the other store was "supposed to do" wasn’t really her problem. At her insistence, the guy looked further and found all five of the parts. “No wonder I couldn’t find them. They didn't make a place for them on the shelf.” Again, not her problem. Whoever "they" are.
It reminded me of a time when I worked as a counter salesman for Dealers Elecric supply. A customer called me looking for his delayed delivery. I began to explain, “Oh, we’re short-handed today and our truck is overloaded - .” He cut me off. “I don’t care about your internal problems,” he barked. “I just want my order.” I never forgot what he said. Customers don’t need to know about your company’s sloppy procedures, who was to blame, or about the argument you had with your spouse this morning. They simply want to be served.
And who can blame them? After all, they want you to solve their problems, not add yours to their own. Customers want to depend on you to deliver your product or service. They want to place their faith in you that you will make everything turn out all right.
Like it or not, you have to provide them with the emotional security that you may not be getting yourself.
You’re a motivator, a friend, the confidante who understands the challenges your customer faces. You are the stress alleviator, the problem solver, and you “keep your head, when all those around are losing theirs.” You’re the one who promises, “Everything will be all right,” when it appears that everything is going all wrong. And then, you are the one who makes it happen.
Put on the smile, act enthusiastic; take the action necessary to keep the promise. Customers become cynical because of the disappointments of unmet promises. Be the one to restore their faith. When they do find someone who keeps commitments without whining, they will gladly pay with their loyalty and their cash.
Avoid using so-called problems as excuses for poor performance.
So when your coworker calls in sick, the delivery truck overheats, and the phone is ringing off the hook, remember the wisdom found in deodorant commercials, “Never let ‘em see you sweat.” Or, as my dad would say to me when I’d start whining about nothing, “Just shut up and have a nice day!”
P.S. If you have your own "worst customer service stories" please comment on this post, or email md@theperformancepro.com
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