It was the gum…

A pilot busted for flying under the influence from NY to FL blamed his alcohol level on the gum he was chewing. 

Will this be the new “the dog ate my homework” excuse?

Customers who flew on that plane are outraged and not just because their safety was at risk.

Your customers may have legitimate concerns when they call you. Take them seriously, hear them out and don’t hide behind an excuse. Ask yourself if you really need to explain why it happened or if you need to apologize and offer a solution.

How?

If there’s a chance this will happen again, and educating the customer will solve it proactively, then explain how it happened.

For example:  I’m sorry to hear you were caught off guard by the late fee charge.  Let’s confirm the address we have on file, perhaps you haven’t received our notices.

If you’re explaining your policy, internal process or dirty laundry, then it’s going to sound like an excuse:   

I’m sorry you were caught off guard by the late charges. We sent you 3 emails, but Suzie is new in our data entry department and hasn’t had the Excel training yet ‘cause her computer was down and she probably sent it to the wrong address.  That happens all the time.

Don’t blame it on the gum.  Hear their concern, own it, and make it right.

It’s the people

If you left your job today, what would you miss?

The most common response to this question is: “the people.”

This answer doesn’t change across businesses and industries that I work with.  It’s the people.

Why not take a moment today to appreciate your people:

-       Offer to get someone a coffee

-       Bring in some homemade goodies

-       Share a good binge-watchable show recommendation

-       Give someone your full attention as they share a personal story

For inspiration, check out this 2.48 minute video story. 

https://storycorps.org/animation/clean-streets/

Earth Day

Earth Day in the office

This Friday is Earth Day.  What a great time to show your support for the environment, but how?

Go paperless.

At home, change your billing choices to email vs. snail mail.

At work, ask customers if they would like to switch to paperless billing.  If your company offers an incentive for e-billing then this is a win for the customer and Mother Earth.

Tip: Be sure to ask politely and assertively.

Instead of saying:  “You've probably considered this already, but let me ask…”

Or “Hope you don’t mind, but let me ask if you would like…”

Try:  “While I have you on the phone, why don't I set you up to receive your invoices by email?   It’s good to the Earth and to your wallet."

The Dreaded Price Calls...

Getting a lot of price calls?  If so, I hope you are talking value vs. price and sharing how terrific your company is.  But beware!  Sometimes that passion can make you sound defensive.

Here’s how to avoid that trap.

Be prepared.  Work with your office to come up with sound solutions for the price or service concern.  What questions do you want to ask to engage the caller?  How will you explain your different price or package options?  Brainstorm as a team and practice your replies on each other.

Choose the right tone.  When you are practicing, give each other feedback on your tone of voice.  It’s easy for a little sarcasm or apathy to creep in.  Catch it!

Be appreciative.  When the Customer tells you about a competitive offer, thank them for sharing the information.  It will catch them off guard!

Be patient. These are not quick calls.  Persuading takes time and effort.  Focus on this call not the others that are in the queue.

What a little more help?  Ask about our webinar Handling Price Concerns.

People Before Paper...

Take a quick look at your desk.  What do you see?

Lots of paperwork?   I thought so.   

Chances are, your job involves paperwork and phone work and sometimes the ringing phone feels like an interruption.   That feeling can lead to a greeting that sounds rushed or unhelpful, which sets you up for a tough call.

This week, aim to catch yourself thinking: "Arghhh – the phone is ringing!" and say instead:  "Yay, the phone is ringing!" or "I’ve got this!"  Then, your greeting will sound professional and friendly and you’re off to a great start!

Happy Easter Monday!

If you, like so many of us, over-indulged in family, friends and feasting this weekend, you might be feeling a little sluggish today.

Time to get moving! 

Today, aim to walk as much as possible: 
- offer to pick up someone else's printing or fax.
- offer to go get a coffee refill for a colleague.
- walk that email up to Accounting.
- walk that special order over to Dispatch and explain in person what your notes were trying to say.

The goal is simply to move. 

Negative…Realistic…Positive

Which one are you?

Let's say a customer calls and wants to book an appointment. You check and discover the first appointment available is in May.  Do you say:

1. Yikes, there is nothing until May, you should have called earlier.

2. I've checked and there is nothing until May.

3. Good news! I've got openings in May, do you prefer mornings or afternoons?

Sometimes in our effort to be realistic, we come across as negative.  Aim for positive!