Tag: approachable service

Don’t say you don’t know

What three words do your customers NEVER want to hear?

“I don’t know.”

If you’re a front line employee, you are the face of your company.

If you’re a call center operator, you are the voice of your company.

As such, you must project an aura of competence, confidence and resourcefulness. That’s what approachable service is all about!

So, even if you don’t really know the answer to a customer question, never let ‘em see (or hear) you sweat.

Instead, try saying the following Phrases That Payses:

“Great question! I’m not exactly sure, so let me ask someone who DOES know.”

This response works for several reasons:

IT REFRAMES. The customer is upset. Frustrated. Looking for answers. So, by immediately countering with a positive, even complimentary response, you reframe the context of the dialogue. He or she starts to feel reassured right away! All because you’ve laid a foundation of positivity and approachability.

IT LOOSENS THE BLOW. By stating that you’re “not exactly” sure, you come off as more competent and confident. Much better than, “I have no idea!” After all, your credibility is on the line. The front line!

IT VOCALIZES COMMITMENT. It’s OK to not know everything. But it’s also OK to tell a customer that his question is important enough that you will go out of your way to find the answer. See, without this display of commitment, you’re toast. Because customers only give you (and your company) credit for that which they SEE and HEAR you do consistently. And consistency is far better than rare moments of greatness.

Ultimately, your job as a front line employee; call center operator or PDX rep is not only to provide approachable service, but to CHANGE PEOPLE’S MINDS.

About their problem.
About your company.
About your level of service.
About YOU as an individual!

So, next time you get stumped by a tricky customer question, just remember: customers want answers. Solutions. First call resolutions! And even if you’re not exactly sure what those are, that doesn’t mean you can’t respond in a confident, competent and approachable manner.

LET ME ASK YA THIS…
What do you say when you don’t know?

LET ME SUGGEST THIS…
Post your Phrases That Payses here!

* * * *
Scott Ginsberg
Author/Speaker/That Guy with the Nametag
www.hellomynameisscott.com

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From greet to great

The first words out of your mouth frame the entire customer experience.

Consider these two facts:

1. According to The Wall Street Journal from February 17th, 2006, you have less than five seconds to make a first impression.

2. According to a 2007 report on www.hotelexecutive.com, your greeting influences the customer’s perception more than any other act of engagement.

That’s how powerful your first words are.

With that in mind, let’s explore three ways to master the welcome so you can go from GREET to GREAT.

Phone Greetings
Aaron Jaslow, editor of the networking/marketing publication RainToday, shares a great example. “A family friend once founded a company called Quack Quack Productions. Needless to say, he picked up the phone every day and said, ‘Quack, Quack!’ I would have paid money to work there and answer the phones like that.”

Is your phone greeting that good?

So unique that complete strangers would call just to hear it?

So unique that people would want to work there just to use it?

GO FROM GREET TO GREAT: be unique and unforgettable in less than eight words.

Voicemail Greetings
So you miss a few calls. Big deal. You can still leverage your voicemail as an effective branding and service tool.

My friend Kenny Golde, filmmaker and owner of Fire Breathing Dragon, Inc., ends his voicemail greeting with, “And don’t forget to tell me your favorite movie!”

Callers love it. What’s more, they engage. Clients and prospects alike will go on for minutes. They share movie-related stories, favorites and preferences on a daily basis. What a great technique to get to know your callers!

Is your voicemail that good?

So good that your callers don’t want to hang up?

So good that it helps you learn customer preferences?

FROM GREET TO GREAT: rerecord your voicemail with a question.

Front Door Greetings
In the retail world, greetings are GOLD. As a former furniture salesman, I can attest to that!

Here’s an exercise: think about your store. Make a list called “Top Ten Most Common Greetings Customers Expect to Hear.”

Then make sure NOBODY uses any of them.

FACT: the most effective way to capture customers’ attention is to break their patterns.

The store at which I sold furniture was nuts. City Liquidators had three floors of couches, coffee and craziness. So, I would approach customers as they walked in the door and say, “Welcome to the circus!”

And they loved it.

Is your greeting unexpected?

So unexpected that customers stop in their tracks?

So unexpected that customers are instantly made comfortable?

FROM GREET TO GREAT: when you break a pattern, you make a sale.

LET ME ASK YA THIS…
Are you a Master of the Welcome?

LET ME SUGGEST THIS…
Post your best greeting here!

* * * *
Scott Ginsberg
Author/Speaker/That Guy with the Nametag
www.hellomynameisscott.com

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17 reasons why Harry Beckwith rocks

I read about three books a week.

Most of them are good. Some suck. Some are great.

But every once in a while, I read a book that’s UNBELIEVABLE.

(Which is a lot coming from a compulsive reader who’s also an author. Guess I’m a tough critic.)

The book I speak of is called You, Inc. by Harry Beckwith.

I’m not going to do a review of this book. I think reviews of anything – cd’s, movies, books, bars – skew people’s opinions. So I’m just going to quote it:

1. People tip restaurant servers the most when that severs makes them feel good.

2. Are you a company that your competitors envy?

3. People don’t gather data to make their decisions, they gather data to justify their decisions.

4. A first impression is often the final decision.

5. The more you learn, the more people you can engage.

6. How does your past answer clients’ needs now?

7. People’s heads go nowhere until their hearts lead them there.

8. We buy how good you are at who you are.

9. Welcomes not only begin a relationship well, but frame the entire experience.

10. Establish common ground by STANDING on common ground. Get off the stage.

11. If it doesn’t make you a little uncomfortable, it’s not an idea.

12. You often cannot see the lines, but you cannot miss the dots.

13. Nobody benefits when someone is in the wrong place.

14. People aren’t loyal to companies, they’re loyal to people.

15. In choosing what to wear, your first thought should be not to impress or intrigue, but to put the other person at ease.

16. Instead of asking, “What do you do?” ask “What is your role there?”

17. Give your time lavishly to people who give, and avoid those who take.

Thanks, Harry.

LET ME ASK YA THIS…
Read any good books lately?

LET ME SUGGEST THIS…
Post a few quotes (not a review) of one of those books here!

* * * *
Scott Ginsberg
Author/Speaker/That Guy with the Nametag
www.hellomynameisscott.com

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The World is a Mirror, Part 20

A is for ATTITUDE
B is for BREAK PATTERNS
C is for CONSISTENCY
D is for DISCIPLINE
E is for EVOLUTION
F is for FRIENDLINESS
G is for GOOD WITH NAMES
H is for HAPPINESS
I is for IDEAS
J is for JOY
K is for KNOWLEDGE
L is for LAUGHTER
M is for MUNDANE
N is for NAMETAGS
O is for OFF BUTTON
P is for PAINT YOURSELF INTO A (GOOD) CORNER
Q is for QUICK
R is for RUDE PEOPLE
S is for Service
T is for Time

Wanna know something weird?

Wearing a nametag all the time actually gets me better service.

In restaurants, bars, clubs, airplanes and hotels, I seem to get treated better than the average customer.

And I don’t even DO anything to deserve it!

I’m still not exactly sure why this happens. But after seven years of observations, here’s what I’ve come up with:

1. Reciprocity. Friendliness is contagious. That’s why it’s hard to give excellent service to someone who’s in a terrible mood. Of course, it works both ways, too. Thinking back to my days as a bartender, I remember purposely giving better service to patrons who were friendly. It’s just human nature.

Here’s the irony: after seven years of wearing a nametag to make OTHER people friendlier, I’ve actually become friendlier myself. “You cannot hold a torch to light another’s path without brightening your own,” as the proverb states. So, since I started wearing a nametag 24-7, my increased friendliness has led to enhanced service.

2. Familiarity. Think Norm from Cheers. He was the epitome of a “regular.” A “regular” is someone whom the staff 1) remembers, and 2) sees often. So wearing a nametag all the time expedites my regular status. Whereas it might take the average customer five or six visits to a coffee shop before the staff recognizes him, my nametag speeds up the familiarity to about two or three visits. In the midst of hundreds of customers a day, I’m just easier to remember.

EXAMPLE: I went into my bank the other day to correct a mistake. During my ATM transaction, I accidentally withdrew $34,000 instead of $3,400. Woops! Usually, there’s nothing you can do about such an error. But when I came to the counter, Holly, the manager, told me not to worry about the accidental overdraft. “Don’t worry, Scott – I know you! I’ll run back and change the withdrawal amount so you’re not charged an overdraft fee.” Sweet.

3. Name. Several years ago, Starbucks began writing the names of their customers on the cups. My guess is, they did this for a few reasons. First, to organize the drinks on the counter so the barista wouldn’t get flustered. Secondly, to use the customer’s name in the transaction. Thirdly, to learn the names of the customers for future reference.

Now, since a person’s name is the single context of human memory most forgotten (says Freud, at least) wearing a nametag every day actually makes the barista’s job easier. Hence, better service.

4. Social Distance. The greatest power of a name is that it reduces the distance between people. Physically AND emotionally. See, when you know someone’s name, you’re immediately closer to that person. For example, let’s say (for some strange reason) you were in the mood to punch someone in the face. You came across two strangers who were similar in appearance, but noticed one of them was wearing a nametag that read, “Randy.” Which person are you more likely to punch in the face?

I know this example is completely ridiculous. (Then again, over the years I’ve had dozens of people try to beat me up for wearing a nametag, so perhaps my Ridiculous Meter is a bit skewed.) ANY way, the point I’m trying to make is: it’s easier to offer bad service to someone you don’t know. And conversely, it’s easier to offer good service to someone you DO know.

Ultimately, my goal in sharing these observations is NOT to offer tips on how to get better service.

I just think it’s interesting to switch the roles for once.

See, companies are obsessed with finding ways to provide better customer service. But they tend to focus on the characteristics of the staff, not the customers themselves.

Maybe a counterintuitive approach is necessary.

Maybe companies should FIRST consider the customer who already gets better service, see WHY that happens to him, and THEN apply those principles back to their staff.

Just an idea.

(FYI, this week happens to be the exception to this rule. My flight was cancelled, I got re-routed to Charlotte, rented an unneccesarily large SUV for $619 because that’s all they had left, drove all the way to Spartanburg and STILL didn’t get my luggage. Special thanks to the Kohl’s on Main Street for actually having stylish, affordable clothes that fit so I didn’t have to give my speech in cargo pants and a t-shirt. God I love Kohls.)

* * * *
Scott Ginsberg
Author/Speaker/That Guy with the Nametag
www.hellomynameisscott.com

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SSTOP! How to Approach Complaining Customers

Let’s say a customer comes to you with a complaint.

Maybe in person, via email or over the phone.

What’s the best approach?

It’s simple: SSTOP!

No, that wasn’t a typo. You read it right: SSTOP. And it represents a five-step process for approaching problems, diffusing anger, changing minds and winning the customer back. Let’s take a look.

S is for SURPRISE.

Psychologically, if you respond to a problem, complaint or accusation with surprise, three things happen. First, you begin to diffuse anger. Secondly, your reactive response comes off as natural and sincere. Lastly, the customer is more willing to forgive you.

PHRASES THAT PAYSES: “Really?”

Really is one of the most versatile words in the English language. It exudes both concern and curiosity. And based on the severity of the problem, changing the inflection of your voice indicates numerous emotions. For example, stop reading right now. Try saying the word really two times: first with a low pitch and second with a high pitch.

Two totally different meanings, right?

CUSTOMER: “Hi, this is Miss Jackson from room 2321. Um, I asked for a non-smoking room, but I think Joe Camel must have stayed here last night.”

YOU: “Really?”

OK. Great job. You’ve immediately displayed concern for the problem. Let’s move on to step two.

S is for SORRY.

Customers don’t want apologies, they want solutions. Still, saying you’re sorry never hurts. You still need to take ownership of the problem. And an effective technique for doing so is to combine “Sorry” with its polar opposite: thank you.

PHRASES THAT PAYSES: Sorry + Thank You.

CUSTOMER: “Hi, this is Miss Jackson from room 2321. Um, I asked for a non-smoking room, but I think Joe Camel must have stayed here last night.”

YOU: “Really? I’m sorry about that Miss Jackson, thanks for telling me.”

Good. You’ve showed surprise. You’ve thanked the customer. Now Miss Jackson is reassured that you’re on top of the problem. Let’s continue on.

T is for THAT’S.

Step three is absolutely crucial. This is where you ensure the customer that her problem isn’t normal. That it’s an anomaly. And whatever happened to her is inconsistent with the type of service your company traditionally provides.

PHRASES THAT PAYSES: “That’s not normal,” “That’s horrible!” “That’s strange,” or, if possible, “In all the years I’ve been working here, that’s never happened!”

CUSTOMER: “Hi, this is Miss Jackson from room 2321. Um, I asked for a non-smoking room, but I think Joe Camel must have stayed here last night.”

YOU: “Really? I’m sorry about that Miss Jackson, thanks for telling me. You know, that’s not normal at my hotel.”

Excellent! You’ve showed surprise, thanked her, even taken ownership and reassured Miss Jackson that her problem isn’t the standard of service. Now it’s time to win her back.

O is for OFFERING.

When I worked at the Ritz-Carlton, every employee was empowered up to $2000.

It was pretty amazing.

If a guest was so upset that an apology wouldn’t even scratch the surface, we had the power to offer them a free night (or weekend!) stay at our hotel. Sometimes the guest would be SO delighted at the offering, they’d actually come out better than if there hadn’t been a problem in the first place! (This is known as the Customer Recovery Paradox.)

PHRAES THAT PAYSES: Combine one of the following reassurance responders with your offering, “The best way for me to help you right now,” “Here’s what I can do,” (or if you want to have some fun), “You’re in luck!” “Well, I have good news for you!” “Today’s your lucky day!” or “Fortunately I work miracles!”

CUSTOMER: “Hi, this is Miss Jackson from room 2321. Um, I asked for a non-smoking room, but I think Joe Camel must have stayed here last night.”

YOU: “Really? I’m sorry about that Miss Jackson, thanks for telling me. You know, that’s not normal at my hotel. Fortunately, I work miracles!”

Perfect. You’re almost done SSTOPing this problem!

P is for PROMISE.

The three most beautiful words of Approachable Service are PERSONALLY and RIGHT AWAY. Not someone else. Not your boss. YOU. And not “as soon as I can.” Not “as soon as possible.” RIGHT AWAY. As in, I promise to take care of this problem now.

CUSTOMER: “Hi, this is Miss Jackson from room 2321. Um, I asked for a non-smoking room, but I think Joe Camel must have stayed here last night.”

YOU: “Really? I’m sorry about that Miss Jackson, thanks for telling me. You know, that’s not normal at my hotel. Fortunately, I work miracles! And I will personally get you a new room right away.”

CUSTOMER: “Wow! Thanks for taking care of this problem quickly. That’s why I love this hotel. In fact, I am going to recommend that you be promoted to General Manager.”

Wow, GM? Look at you! Well done.

OK. Let’s do a quick review of SSTOP:

SURPRISE – respond as if the problem is news to you.
SORY – apology PLUS thank you.
THAT’S – inconsistent with your service.
OFFERING – to win them back.
PROMISE – to do it personally and right away.

Next time you need to approach a disappointed customer, remember these five steps, and you’ll be sure to SSTOP the problem!

LET ME ASK YA THIS…
What’s your approach to SSTOP customer complaints?

LET ME SUGGEST THIS…
Share it with us!

* * * *
Scott Ginsberg
Author/Speaker/That Guy with the Nametag
www.hellomynameisscott.com

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Sir, why are you taking a picture of the elevator?

Um, because it’s AWESOME, that’s why.

I don’t care if a guy fell out of the 17th floor window and miraculously survived, my friends at the Hyatt Minneapolis rock.

Look at their sweet elevator button. Classic example of making the mundane memorable. I’ve never seen an elevator in all my life with such a great button. (Except maybe The Hughes Group from last year’s post, elevator action.)

Now, I know what you’re thinking: it’s a damn elevator button! Who cares?

I dunno, maybe the guest who’s claustrophobic. Maybe the child who’s crying because the elevator stopped mid-floor. Maybe the person who saw Speed way too many times.

BOTTOM LINE: when was the last time you actually noticed the elevator button, thought it was cool, snapped a picture of it (!), then posted it on your blog for millions of people to see?

Exactly.

LET ME ASK YA THIS…
What if it wasn’t an elevator button. What if it was your business card?

LET ME SUGGEST THIS…
Seen any cool elevator buttons before? Tell us about them!

* * * *
Scott Ginsberg
Author/Speaker/That Guy with the Nametag
www.hellomynameisscott.com

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Adventures in Nametagging: Minneapolis Style

Little did I know that I would be doing staff training at the Minneapolis Hyatt one week after this happened:
Man Falls From 17th Floor at Minneapolis Hotel, Survives

According to the article, a Wisconsin man in town for a dart tournament apparently was goofing around Saturday morning at the Minneapolis Hyatt Regency when he crashed through a window and fell 16 stories.

The man, identified in a police report as 29-year-old Joshua S. Hanson, of Blair, Wis., landed on a roof overhang near the hotel’s main entrance along Nicollet Mall. His most serious injury was a broken leg.

This picture shows the glass from the window, and if you look closely, a wood panel covering the hole in the roof. Wow!

So, other than the obvious looming of such a miracle around the hotel, the training sessions went excellent. Great group of staff at this hotel. Several of the third shift employees told stories about how they dealt with the incident.

They handled it like pros.

LET ME ASK YA THIS…
Is that the luckiest dart player in the world, or what?

LET ME SUGGEST THIS…
Post a story here about your most memorable hotel incident.

* * * *
Scott Ginsberg
Author/Speaker/That Guy with the Nametag
www.hellomynameisscott.com

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Sorry Service vs. Thankful Service

Imagine you’re waiting in line at the airport.

A really LONG line.

BAD NEWS: you’ve missed your connecting flight. There’s no way you’ll make it to your meeting on time.

After about twenty-five frustrating minutes, you finally approach the counter. You throw down your luggage, put your hands on your hips and exclaim, “You know, I’ve been waiting here for nearly half an hour!”

And the first words out of the front desk agent’s mouth are, “I’m sooooo sorry. See, what happened was…”

No.

You don’t want to hear “Sorry.”

Sorry doesn’t cut it.
Sorry doesn’t make you feel better.
Sorry doesn’t put the delicious Triscuit crackers in your stomach, now does it?

NEW RULE: customers don’t want to hear the word “Sorry.”

It’s negative.
It’s usually followed by excuses.
It’s focused on the wrong person. (i.e., NOT the customer)

A great suggestion is to replace “Sorry” with “Thanks.”

Thanking (instead of apologizing) just sounds better. And it demonstrates empathy and concern. What’s more, it immediately puts a positive spin on an otherwise negative encounter.

Let’s go back to the airport example for a minute. Which one of the following phrases would you, as the customer, rather hear?

1. “I’m sorry you’ve been waiting such a long time, Ma’am.”
2. “Thanks for waiting such a long time, Ma’am.”

My money’s on number two. And here’s why.

“Sorry” is problem-oriented. It sucks the positivity out of a conversation. In fact, it’s such a negative word that it actually elicits more of the same.

Here, I’ll prove it to you. Stop reading this article for a sec and say aloud (in your best customer service voice), “I’m so sorry you had to wait…”

Kind of hard to follow that phrase with a positive comment, isn’t it?
Kind or hard to articulate that phrase with a smile, isn’t it?

In most cases, “Sorry” is followed by more apologies, more excuses and more complaints. No good.

On the other hand, “Thanks” is solution-oriented. It plasters positivity into a conversation. In fact, it’s such an optimistic word that it actually elicits more of the same.

Once again, let me prove it to you. Stop reading this article for a sec and say aloud (in your best customer service voice), “Thank you for waiting…”

Aha! Sounds a lot better, doesn’t it?

Kind of hard to follow that phrase with a negative comment, isn’t it?
Kind of hard to articulate that phrase without a smile, isn’t it?

See, in most cases, “Thanks” is followed by more solutions, more positives and more focus on the customer.

So, instead of apologizing, here’s a quick list of ways to thank your customers:

“Thanks for waiting.”
“Thanks for your patience.”
“Thanks for telling me that.”
“Thanks for pointing that out.”
“Thanks for coming in tonight.”
“Thanks for putting up with us.”
“Thanks for bringing that to our attention.”

In closing, let’s explore Sorry Service vs. Thankful Service in a completely different context: dating.

Let’s say you’re on a hot date.

It’s almost midnight. Fearing that you will morph into a pumpkin, your date drops you off at home. And as the two of you approach the front door, he or she says one of the following things:

“I’m so sorry you had to go out with me tonight. I know I was late, and the dinner kind of sucked. And I swear to God that’s the first time I’ve ever run over someone’s cat before!”

Or.

“Thanks for going out with me tonight. I had a blast. We really connected! And I would love to do it again sometime.”

What would you rather hear?

LET ME ASK YA THIS…
Do you give Sorry Service or Thankful Service?

LET ME ASK YA THIS…
What’s the best example of Thankful Service you’ve received in 2007?

* * * *
Scott Ginsberg
Author/Speaker/That Guy with the Nametag
www.hellomynameisscott.com

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Typical O’Hare…

Typical O’Hare. Always causing delays in other cities.

Since my flight was delayed 2 hours last night, I stopped by TGI Friday’s in DFW before returning to St. Louis.

My server threw down a coaster, introduced herself as Erin and asked, “So Scott, how much time do you have before takeoff?”

“Oh, uh…plenty. I’m on a 2 hour delay.”

“Cool, then I’ll start you off with a drink. What’ll you have?”

“Diet Coke.”

“Right away!” she said.

NOTICE: Erin didn’t say, “How are you?” “How’s it going?” or “Welcome to TGI Friday’s.”

She said, “How much time do you have?”

I couldn’t help but chuckle.

What a line.
What a great approach.
What a way to get a huge tip!

Here is yet another minor incident with MAJOR lessons:

1. Ask smart questions. First words make (or break) first impressions.
2. Know your customer. Identify & satisfy their needs as soon as possible.
3. O’Hare sucks.

LET ME ASK YA THIS…
How unforgettable are your first words?

LET ME SUGGEST THIS…
Post your best “first words” story here!

* * * *
Scott Ginsberg
Author/Speaker/That Guy with the Nametag
www.hellomynameisscott.com

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A few thoughts on handling assholes

As someone who’s received a good amount of hate mail, plenty of criticism and yes, even death threats, today I’d like to talk about how to handle assholes.

When someone acts mean or crudely to you, it’s because:

*He thinks you dislike him
*He is threatened by you
*He is a jerk to everyone
*You’ve given him a reason to dislike you

Here’s how to handle this situation:

1. Pause before you react. Think honestly about what he said. Don’t defend the accusation unless you’re being appropriately attached.

2. If you’ve clearly messed up, own up. No excuses. Simply offer a valid reason why you did what you did, even if it’s as simple as, “I wasn’t thinking.”

3. Ask for more detail. Fully understand what happened. Also ask him to help you avoid similar problems in the future.

4. Don’t over apologize. Thank him for his feedback.

Now, sometimes you’ll discover absolutely NO reason for someone’s cruelty. He’s just an asshole to everyone, you think.

Good! This means you won’t have to bother wasting much time or energy with this asshole. Try one of these options:

IGNORE IT. Smile and move on. I can’t emphasize the importance of smiling. Assholes thrive on your anger. So, when you’re faced with a one of them, smiling really, REALLY pisses them off.

DEFLECT IT. Either say, “Wow, you’re really upset about this,” or “You must be having a bad day.” Don’t get sucked into the “bait game.” Don’t get defensive or upset. Instead, responses like this reverse the direction of the conversation and show the jerk that you refuse to take ownership of the his problem.

Good luck. May the Schwartz be with you.

LET ME ASK YA THIS…
How do you deal with assholes?

* * * *
Scott Ginsberg
Author/Speaker/That Guy with the Nametag
www.hellomynameisscott.com

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