When the chips are down and your Customer is angry, the best defense is a SMILE! Customers will reflect how you treat them. Treat them indifferently, they will act indifferently.
Over the weekend, I was at a Civic Center event that involved a lot of people waiting in line. The promised time the "gates" would open was at 4 pm. The appointed time came and went and with it the tempers of many people waiting in line. To make matters even more interesting. The event was a general seating program. First come - first served.
What went wrong was at least two things. First of all, the expectations of the crowd was 4 pm, not 4:10 or 5, but 4 pm. Key thought here. Always exceed expectations. Always. The public address announcer even mentioned the time less than an hour earlier and it was publicized on the radio and in the newspapers. The second thing that went wrong was how the person working the "gate" handled the situation. She didn't smile. She didn't say, "I am so sorry this is happening to you." She didn't say, "Let me see what I can do for you." She said, "I don't make decisions around here. The guy upstairs does."
It was like gas on a fire. People were ANGRY!
I won't repeat some of the nasty things I heard.
Part of the problem is the person managing the gate thought they were there to manage the gate. They didn't realize that the real reason they are their is to make a difference in the lives of their Customers.
Remember what kind of doctors get sued the most? That's right... Rude ones.
You might read the blog: What kind of doctors get sued the most?
What kind of people draw the most fire from angry Customers? Rude ones.
The Law of Attraction is that we get what we expect. We mirror one another's emotions. And your Customers mirror your emotions. This "mirroring" happens whether you like to believe it or not. Treat someone indifferently, they will do the same back to you. If you seem interested in them as human beings, they will do the same to you and one another. Treat them rudely, and they will treat you rudely.
The Antidote to angry Customers is quite simple... Don't be indifferent. Use the power of emotion through:
- Eye Contact - Use it - it shows sincerity.
- Smile - Use it often - it disarms even the hardest of hearts.
- Name - Where possible - tell people who you are and ask who they are.
- Be a Difference-Maker - tell a joke, laugh, be human.
- Empathy - Acknowledge emotions.
- Expectations - Always exceed them. Always.
When a Customer is angry is the precise time to show them that you care!
Now go Maximize Possibility!
Other blog posts you may be interested in:
- Customer Service Defined by Four Little Words
- Consistency is Key to an Exceptional Customer Experience
- Bad Customer Service - What is it Costing You?
- Are Your Vendors Hurting the Customer's Experience
Chris Young helps organizations Maximize Possibility through talent management, cultural transformation, and strategic intervention. Bring Chris in today!
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