If I Could Do It Over, I Would . . .I rushed down to the lobby of the SE Hotel in San Diego a couple weeks ago to grab a cup of coffee for myself and hot tea for a friend. It was 7:00 a.m. and I was on a tight schedule. As I whisked toward the elevator, a hotel employee dashed from behind a counter to push the elevator button for me. “Thank you,” I said, “I hadn’t figured out how I was going to do that with both hands full.” He then entered the elevator with me, and asked what floor I was going to. He pressed the button for me, then stepped back out of the elevator, wishing me a good day. I was delighted. Before I even knew I had a need, he noticed what was coming, and stepped in to help.
Imagine being that employee. How easy would it have been for him to stay where he was and watch me figure out how to maneuver my two hot cups to push that elevator button? What did he have to gain by helping me? I think the bigger question is, “What would he have lost by not stepping in?” Experiencing the genuine appreciation of a customer feels good. Being someone’s hero in a moment of need is inspiring. Expressing an act of compassion is rewarding.
Take a moment and complete the following sentence: “If I could do it over, I would . . . “
Would you have chosen to be a little less or a little more? Less or more accommodating? Less or more helpful? Less or more compassionate?
When I think about how I might complete the sentence, it comes to mind that I would have been a little kinder, shown a little more patience, and chosen to go the extra mile, if I could do a few things over. This is the kind of exercise that wakes us up to who we really want to be with the people in our lives.
I often get asked, “How do you teach people to swallow their pride and serve their difficult customers?” Each time I hear that, I think of the phrase, “A person who is acting their worst needs compassion the most.” It’s not about pride. Serving is expansive. While it feels great when the appreciative customers show their gratitude, that is not the end all. What is even more rewarding is how good you feel about yourself for having done it. Feeling good for having done the right thing, the compassionate act, the extra effort, puts you into a select group – the group of people who understand that choosing to excel is the reward. Being responsive, helpful, exceptional will result in happy customers, but even when it doesn’t impress them, it gives you the opportunity to choose how YOU show up in the world. That is the most empowering part of customer service – the opportunity to expand your humanity and be joyful in serving.
Mother Theresa said, “There are no great acts, there are only small acts done with great love.” I find that the people who understand this, naturally bring out the best in even the most challenging customers.
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Delivering great customer service is all about making a choice. We can always choose to be Amazing! Great article Marilyn!
This is really great advice. Thank you for sharing Marilyn.
We’ve recently started using a “What else can I do?” approach at my company. This is right along the same lines, but encourages us to ask ourselves that question right after we’ve finished helping a customer with a question or problem.
It’s all about turning satisfactory experiences into remarkable ones!
Thank you Kevin, and thank you Tim. Hey Tim, I love the question your staff asks themselves – “What else can I do?” It reminds me of something I heard while spending a year interviewing CEO’s, managers, and front line staff for my book. At the end of a customer’s visit ask, “How can we make you next visit with us even better?” It’s a no pressure way to receive highly useful feedback without making the customer uncomfortable.
What are some other great questions you use to be highly effective?