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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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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4 Communication Confidence Builders

Confident communication comes from winning small victories first. Here are 4 techniques to help you gain the edge…

1. Avoid starting your responses or conversations with hedging phrases and immediate personal discounters. These fillers give off the impression the you’re hiding behind your words and refusing to commit. They also have the power to negate whatever you say next. Examples include:

“I was just going to say…”
“I’m not sure if I’m right, but…”
“I don’t know if…”
“This is probably a stupid question…”

State your point confidently. No need to add extra words.

2. Take yourself on a date ALONE. Go to a fun place. Act like a real date. This will build your confidence and boost feelings of independence. (I do this at least once a month – it’s the best!)

3. Use self-disclosure openings as conversation starters. They ease communication apprehension, offer insight into you and appeal to the inherent helpful nature of other people. Examples include:

“Hi, I don’t know anybody here!”
“This is my first time here.”
“I’ve never been to Dallas before.”

4. Avoid the word “interested.” It doesn’t have the confidence and persuasion of “willing.” It also uses more active language because it removes an “-ing” suffix from the sentence. For example, which of the following questions sound more confident?

“Dave, would you be interested in giving me your email?”
“Dave, would you be willing to give me your email?”

LET ME ASK YA THIS…
What’s your best confidence builder?

LET ME SUGGEST THIS…
Make the list grow! Post your confidence builders here.

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

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23 Phrases that Payses

1. I need your help. When approaching a service agent or receptionist, this opening line appeal to someone’s instinctive helpful nature. You’re likely to get a better response (and better service!) if you use this line.

2. You don’t know me, but. Be honest. Don’t pretend to be someone’s best friend. Especially on the phone, help someone know right away that you are calling as a stranger who hopes to become a friend.

3. I don’t know anybody here. Especially at an event where you don’t know anyone, use this line to disarm others’ preoccupation. It’s honest, fun, and if you pick the right person, they might reciprocate and become your frist friend!

4. I don’t know what that means. It shows that you’re listening. You’re not too proud to admit you don’t know everything. You’d like to learn more. This approachable, humble phrase also demonstrates interest in the other person.

5. I’m new here/this is my first time. Again, this appeals to someone’s helpful nature. Give them a chance to introduce you to others. Surrender yourself and they’ll usually help you out.

6. Hang on for ten seconds. Especially on the phone, this tells someone that you really will “be right back.” With the limited time each person has to talk to you on the phone, sentences like this speed it up. They will usually count, too, just to see if you really come back in 10 seconds. Remember, specificity = credibility.

7. Let me give you an example. Keeps someone engaged, helps he or she follow you and the conversation. Be sure to offer an example as support for your point.

8. Welcome in. In all situations – at a table, in a room – use these two words to show approachability and hospitality. It’s amazing how much friendlier “Welcome in!” is than “Hello!”

9. Drop me a line. This covers all mediums of communication and therefore leaves it open for someone to reach you however they prefer. It’s also appropriate phrasing for our times: casual, cool and informal.

10. You’re my hero. When someone goes out of there way to help you, this beats “Thanks!” any day.

11. Here’s what I learned. People don’t care what you know, only care what you learned. Tell them.

12. It’s my pleasure. This beats “Your Welcome” any day. Don’t believe me? Go to the Ritz. They love this phrase.

13. I’m not saying no TO YOU, I’m saying no FOR ME. Help them understand why you say no without making them feel rejected. Thanks, Jack Canfield.

14. I’m not comfortable with that. This is a good enough reason to object to anything because comfort is everything. And people won’t inquire WHY it’s not comfortable, they’ll respect your choice. You don’t have to defend it.

15. I disagree. These two words say it honestly and directly. Pause for two seconds, get their attention and then explain your point.

16. I don’t know, but I can find out. It’s OK not to know everything. But it’s also OK to tell someone that they’re question is important enough that you will go out of your way to find the answer for them.

17. So, to answer your question. After a long-winded answer, use this to keep your conversation partner on point.

18. Good answer. My friend Jeff does this and I love it. It reassures and affirms me. Almost like “my answer” was good simply because it came from me.

19. You got it. I once had a waitress in a hotel lobby that said this for everything. I don’t know why, but it made me feel great. I use it all the time. There’s just something about it.

20. Right away. People don’t have to wait. They get it now. Few service professionals use this, but it’s amazing.

21. You better believe it. A favorite of Cosmo Kramer, this shows confidence in your points and beliefs.

22. That’s just the way I do business. This phrase helps you keep it real and assures that others respect your choices.

23. I never thought of it that way. Most people are too proud and too close-minded to show openness to new ideas. This phrase compliments someone and shows lack of judgment. What’s more, it offers your willingness to hear someone out. (It’s amazing how few people say this.)

LET ME ASK YA THIS…
What’s your best phrase that pays?

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

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Tag: phrases that payses

SSTOP! How to Approach Complaining Customers

Sorry Service vs. Thankful Service

4 Communication Confidence Builders

23 Phrases that Payses