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Answering �Why You, Why Now� Critical in a Winning Business Plan
Business plans continue to be an essential element of the capital-raising process. They must convince investors to take notice � investors that are shrewder today due to the ups-and-downs they have experienced over the past few years. Adding to the...
Chasm of Change---Restructuring --- The Goliath of Change
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Restructuring --- The Goliath of Change
Richard L. Daft one of the country�s recognized academic leadership experts raises the question, �What kind of people can lead an organization through major change?� A...
How to make the correct leadership decisions, fast, every time.
Start with the end in mind - it's not as easy as it sounds. The second of Covey's habits of highly effective people is called "Start with the end in mind" Seeing the heading, I instantly understood what this meant. "Know your target". In the few...
Profitable Growth Is Everyone's Business - A Book Summary
This article is based on the following book: Profitable Growth Is Everyone's Business "10 Tools You Can Use Monday Morning" By Ram Charan Published by Crown Publishing Group, 2004 ISBN 1-4000-5152-5 198 pages The days of ruthless downsizing and...
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Leave Your �Buts� Behind for Great Customer Service
How many times have you heard something similar to this in a customer service situation?
Customer: �Why don�t you just do it this way, and it will take care of the situation.�
Customer Service Person: �I understand what you are saying, but we can to do it this way.�
Then the situation magically goes downhill from there and it is difficult to win back the customer.
What Happened?
The customer service person used the one word that has a powerful negative effect when dealing with customers. The one word, if you can imagine, brings out the horns on the customer�s forehead, turns his face red, tightens his teeth, and clinches his hands�the word is but.
This is because but is an exclusive word. The use of but negates everything that was said previously by the customer. The customer then feels alienated and disrespected. It says to the customer, �You discounted or ignored everything I just said and you are going on with your agenda. Well, you don�t respect me, so I won�t respect your solution.�
The Solution
Replace the use of but with this powerful, positive word that will make the customer feel like he is are a part of the solution, put a smile on his face, and change the mood to the positive�the word is and. And is an inclusive word. If you think about it, and in math equals the function of addition. The use of and says to your customer, �I value what you just said, and we will take that into consideration as I share my solution with you.�
Remember, 90% of satisfying the customer is making the
customer feel like you are listening to them. The use of and says to the customer I am listening to your input.
Lets apply this to the above scenario:
Customer: �Why don�t you just do it this way, and it will take care of the situation.�
Customer Service Person: �I understand what you are saying, and we can to do it this way.�
As you can see it is a more positive response to the customer�s feedback. Instead of the customer being on the opposite side of your solution by using the word and you create a bridge for the customer to cross to consider your solutions. Bottom line, your customer is more likely to quickly accept your solutions.
So, if possible, record yourself in a conversation so that you can see where you are using but. Then work at substituting and in place of but. It may feel a little awkward at first. However, the more you use and the smoother it will sound and you will see immediate results. The benefits are less stress for you, positive customer service situations, and happier customers. Remember, leave your buts behind and you, too, will provide great customer service.
About the Author
Ed Sykes is a professional speaker, author, and success coach in the areas of leadership, motivation, stress management, customer service, and team building. You can e-mail him at mailto:esykes@thesykesgrp.com, or call him at (757) 427-7032. Go to his web site, http://www.thesykesgrp.com, and signup for the newsletter, OnPoint, and receive the free ebook, "Secrets, Stories, and Tips for Marvelous Customer Service."
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