There are steps to every sales process that never change. Depending on the products and industry, there may be variations of each step, but as long as you follow through on each step consistently, you will achieve success.
1) Introduction: This is where you introduce yourself and the company you are representing. This step usually takes no more than 30 seconds to complete and you may only have 10 seconds or less to make the right impression.
If you find that you are getting a high number of no's during the introduction step or Callbacks you may have to look at how you can improve your introduction.
Key elements to improve upon: Confidence, Eye Contact, ENTHUSIASM (makes the difference), inflection, speed, control, tone, and sticking to the script (or system if there is no script. Never try to reinvent the wheel or add more than the very minimum.
2) Presentation: This is where you present a problem for the customer that your product or service can resolve. You will ask a question to which the customer will be guided to a yes answer. This will set the foundation for a yes at the second last step where you will close. More often than not, you will receive an objection, or no, that will offer you an opportunity to respond with an objection resolution: Agree, Kill the objection, and close on their no.
3) Rehash: This is a vital step that sums up how your product or service resolves the customer's problem.
4) Close: You don't get the sale if you don't ask. This is where you ask for the sale. You may have to Agree, Kill, and Close one or two more objections; then close the deal.
5) Service and Sell some more: Is there another customer, business owner or individual that can benefit from your product/service as your customer has? Get names and phone numbers with permission to use your customer as a referral. Now you already have your foot half way through the door on another sale. If you remember to Service and Sell more after each sale, you may never have to cold call or rely upon walk-ins again. This step is what separates the average from the superstars!
About Me
- Customer Service Champion Guru
- The customer service experience is shared by all. All of us are consumers and some have the pleasure (or displeasure)of serving in the customer service industry. Customer service, on both sides of the fence, can be a difficult battlefield to navigate through. The Customer Service Champion Guru has created this blog, to share tips, tricks, stories, and support in order to gauge a better understanding and respect between managers, customer service reps, and consumers. There is no charge to follow this blog, your information will not be shared with a third party, and you will not find inappropriate content in this blog or its advertisements.
Friday, August 27, 2010
Wednesday, June 9, 2010
Tire Kickers Anonymous
Tire Kicker: An individual that poses as a potential client or customer without the intention of ever patronizing an establishment's services or products; Time waster;Resource vampire;Uses questionable practices to get a better deal. **Not to be mistaken with legit comparison or window shoppers.
If you've ever worked in sales or owned a business you've met or will meet the tire-kicker. If you have not you may be guilty of being one yourself!
There are many people out there like my mother that promises a salesperson to come back to make a purchase without the intention of ever returning. This is a practice I've tried to break her from, because it is dishonest and unfair to the person whose time she is wasting. It is much more appreciated to leave when a salesperson becomes too pushy or just say no. You're not going to hurt a salesperson's feelings (or shouldn't anyways) by saying no, and they would rather hear a no than waste their time or put something aside for someone with no intention of making a purchase.
Tire kickers waste money because time is money. The attention tire-kickers command takes time away from patrons with an intention to actually purchase ie: customers. There is nothing wrong with shopping around for a good deal or asking probing questions, but it is best to do this when an establishment isn't busy. You can get the information you desire without being a tire kicker:
1) Don't visit an establishment for information during peak hours.
2) Most sales oriented employees are paid on commissions: Do not think they get paid for customer service. They are paid based on their sales numbers and customers are people with money wanting to make a purchase.
3) Don't be demanding. If you have no intention of making a purchase you are not a customer.
4) Ask if a person works on commission. If they do and you are satisfied with their service, take a card and when you are ready to do business ask for them and insist upon dealing only with them. You will get the best service this way because commission based sales people appreciate this consideration.
5) Don't ask a lot of questions and act like you're buying if you have no intention on making a purchase when you enter the premises and then put down the salesperson or products/services.
6) Don't claim your reason for not patronizing products/services is because you can get a better deal somewhere else when its not true. The salesperson or manager may call the cited business and when you do go to the competitor they will know you are a lying tire-kicker. The competition isn't always interested in stealing business when the prospect is known to be difficult or dishonest.
Shopping around for a better deal or asking questions is not wrong. How many people go about it is what can be wrong. I am not making this suggestion to make life easier for salespeople but if you have a history of being difficult and have trouble otherwise getting a better deal, heeding this advice may improve your chances of getting what you want.
Tuesday, June 1, 2010
Self-Preservation with Kids
In recent years employers had become more flexible for parents to balance their responsibilities at home and the demands of work. This privilege was not given necessarily because employers wanted to be nicer to parents, it is more likely caused by a need to keep and maintain productive employees and a booming economy which gave unexpected grosses that could fund such privileges. Now the tides have turned, and so has the economy; Companies have been forced to tighten their belts and the employment market has turned in their favor. It is no longer necessary or often even feasible to offer the generous privileges we have taken for granted and the first area of cutbacks that will affect you directly are in the area of employee benefits.
Here are five tips to self-preservation for parents:
1) Don't take privileges for granted. Only take off time that you need and plan to readjust to the changes that may be necessary to preserve your employment.
2) Don't call in sick so you can be present for your child's sporting event or school play
3) Even if your employer has allowed you to leave early to pick the kids up from school in the past, it may be a good idea to find alternate arrangements.
4) Dentist appointments, Doctor's appointments, Orthodontists, tanning, manicures, and hair appointments should all be made on your personal time for dates and times you are not expected to be working. If an appointment is made for a time you are regularly scheduled to work, only confirm if it is necessary (surgery may be considered necessary. Your kid's orthodontist appointment or salon appointment is NOT considered to be serious by many employers). Then give your employer a minimum of two week's notice of the appointment.
5) Give as much advanced notice to any changes in your availability as possible
It is in your best interest to be more resilient and flexible right now. If you are up for a promotion and your single colleague is up for the same one, it may actually be more cost effective during the economic downturn for the single person to get the job. If your department is being downsized and you are one of those parents that leaves early on a regular basis, your job may be one of the first to go.
Of course you may surmise that a parent needs the job more than the bachelor, but this is a time when companies have to make the tough business decisions. By taking proactive measures to show your employer through actions that you take the position of the company seriously, and are able to make necessary adaptations in your work/home balance during these difficult times; You stand a better chance of preserving your standing in the company. You hear many stories of department shut downs and company closures, where individuals are offered the opportunity to maintain employment in another position or area. Employees that show they can adapt through adversity are the ones that are sometimes saved from being sent to the unemployment line.
Try to remember that its business and nothing personal and you are still enjoying the best time in the last few hundred years of western history to be a parent in the workplace. Missing out on some family activities may suck, but not as much as a pink slip.
Here are five tips to self-preservation for parents:
1) Don't take privileges for granted. Only take off time that you need and plan to readjust to the changes that may be necessary to preserve your employment.
2) Don't call in sick so you can be present for your child's sporting event or school play
3) Even if your employer has allowed you to leave early to pick the kids up from school in the past, it may be a good idea to find alternate arrangements.
4) Dentist appointments, Doctor's appointments, Orthodontists, tanning, manicures, and hair appointments should all be made on your personal time for dates and times you are not expected to be working. If an appointment is made for a time you are regularly scheduled to work, only confirm if it is necessary (surgery may be considered necessary. Your kid's orthodontist appointment or salon appointment is NOT considered to be serious by many employers). Then give your employer a minimum of two week's notice of the appointment.
5) Give as much advanced notice to any changes in your availability as possible
It is in your best interest to be more resilient and flexible right now. If you are up for a promotion and your single colleague is up for the same one, it may actually be more cost effective during the economic downturn for the single person to get the job. If your department is being downsized and you are one of those parents that leaves early on a regular basis, your job may be one of the first to go.
Of course you may surmise that a parent needs the job more than the bachelor, but this is a time when companies have to make the tough business decisions. By taking proactive measures to show your employer through actions that you take the position of the company seriously, and are able to make necessary adaptations in your work/home balance during these difficult times; You stand a better chance of preserving your standing in the company. You hear many stories of department shut downs and company closures, where individuals are offered the opportunity to maintain employment in another position or area. Employees that show they can adapt through adversity are the ones that are sometimes saved from being sent to the unemployment line.
Try to remember that its business and nothing personal and you are still enjoying the best time in the last few hundred years of western history to be a parent in the workplace. Missing out on some family activities may suck, but not as much as a pink slip.
Monday, May 10, 2010
Have You Looked In The Mirror Lately?
You may think that you're a pretty awesome person. You may think that people love to be around you and that businesses are lucky to have you as a customer.... What we perceive of ourselves and what others see are often very different. Even us awesome folks have forgotten to take a look in the mirror at least once.
You may be a nice person on most occasions, but do you ever stop and think what you look like when people are serving you?
You may start out like this guy...
Then something goes wrong... The line is moving too slow, the clerk takes too long to process your purchase, the clerk isn't smiling, perhaps he is wearing blue and that color makes you mad!!! You could just be having a bad day and go from an awesome person to this guy....
You feel justified. You feel the company should do whatever it takes to make things right. You're so mad, you don't even stop to think how you're treating the people around you....
You may think you still look like this:
But everyone else sees something like this:
No matter how bad things get, there is always a resolution to be had without making a horrific scene. When you are unsure it is best to stick to the golden rule. Always be aware that managers do not fear the bad customer monster...It is merely a nuisance that they would rather swat away than help. Next time you are frustrated or have a problem with customer service, take a look in the mirror and check yourself.
You may be a nice person on most occasions, but do you ever stop and think what you look like when people are serving you?
You may start out like this guy...
Then something goes wrong... The line is moving too slow, the clerk takes too long to process your purchase, the clerk isn't smiling, perhaps he is wearing blue and that color makes you mad!!! You could just be having a bad day and go from an awesome person to this guy....
You feel justified. You feel the company should do whatever it takes to make things right. You're so mad, you don't even stop to think how you're treating the people around you....
You may think you still look like this:
But everyone else sees something like this:
No matter how bad things get, there is always a resolution to be had without making a horrific scene. When you are unsure it is best to stick to the golden rule. Always be aware that managers do not fear the bad customer monster...It is merely a nuisance that they would rather swat away than help. Next time you are frustrated or have a problem with customer service, take a look in the mirror and check yourself.
Thursday, March 25, 2010
On Holidays
The Customer Service Champion Guru is on holidays! Please check back May 9th for brand new posts. Have a safe and happy Easter Holiday, and I look forward to responding to your questions and concerns soon.
Cheers,
CSCG
Cheers,
CSCG
Thursday, March 11, 2010
The WOW effect
The wow effect is when a customer service representative or business gives you a memorable experience which leaves you to exclaim "WOW"! It is not difficult to WOW patrons, and usually is as simple as having a positive attitude and doing your job right the first time.
Last week I was Wow-ed by a frazzled nurse at the doctor's office. Imagine the stress the poor nurses endure having to answer to frustrated patients due to long waiting times and the overall stress of being ill. Much of the waiting times can be attributed to people that take advantage of the health care system and fail to follow the rules.
Its very easy. Take a number, wait your turn, have your health care and ID ready when you're called, and turn off your cellphone!
A young woman groaned when denied a band-aid for a superficial papercut, another yacked on her phone so loud the other patients, including myself, were left shifting uncomfortably to her description of problems "down under". Eww! Too much information. Then there were the two children running around tearing up the reading material, while fighting over who hit whom first as the parents ignored the distracting behavior. Imagine twelve hours of that everyday!
It was my turn to approach the desk, and in a harried state I seemed to have forgotten my Health Care information at home. I presented a regional health card but unfortunately, that was not sufficient for the nurse assisting me and I had already waited two hours before my number was called. I had watched patients ahead of me that also were lacking at least one form of I.D., so I sympathized with the nurse when she curtly reminded me I could not be seen without the required information. "Poor lady", I thought to myself, as I was yet another disgruntled patient that would be told cash payment would be required or I would not be seeing a doctor that day.
I insisted my regional card was accepted at the office in the past, and by other health care facilities. My heart sank as she braced herself for the verbal abuse she so obviously had become accustomed to by patients under similar distress. I politely requested the use of her phone so that I may contact my boyfriend to pick me up, but I could tell the tone of my voice was not as pleasant as the Customer Service Champion Guru's should be.
She hung up the phone when the call was complete, and I gently apologized for my demeanor. I explained the reason for my visit and that the obvious physical pain that was impairing my usual pleasant manner. Acknowledging I understood she was just doing her job, she appeared to appreciate my tone was set by an injury and not disrespect for her position. The pain in my right hip/leg were impairing my usually pleasant manners but it was not the nurse's fault I was injured.
No sooner did my boyfriend arrive, did the same nurse call me to her desk. She informed me the doctor would be able to see me and smiled as I thanked her for going above and beyond. You see, the nurse didn't have to allow me to see the doctor. Had I reacted as those before me, I certainly would have not been treated that day. Instead I chose to acknowledge her workload/stress and apologized that I had not stopped at home for my ID first. Not only did the nurse go above and beyond, she remembers my name and smiles when she sees me now.
Thank you Elizabeth, I will take great pleasure in writing your boss to share with him how you Wow-ed me!
Last week I was Wow-ed by a frazzled nurse at the doctor's office. Imagine the stress the poor nurses endure having to answer to frustrated patients due to long waiting times and the overall stress of being ill. Much of the waiting times can be attributed to people that take advantage of the health care system and fail to follow the rules.
Its very easy. Take a number, wait your turn, have your health care and ID ready when you're called, and turn off your cellphone!
A young woman groaned when denied a band-aid for a superficial papercut, another yacked on her phone so loud the other patients, including myself, were left shifting uncomfortably to her description of problems "down under". Eww! Too much information. Then there were the two children running around tearing up the reading material, while fighting over who hit whom first as the parents ignored the distracting behavior. Imagine twelve hours of that everyday!
It was my turn to approach the desk, and in a harried state I seemed to have forgotten my Health Care information at home. I presented a regional health card but unfortunately, that was not sufficient for the nurse assisting me and I had already waited two hours before my number was called. I had watched patients ahead of me that also were lacking at least one form of I.D., so I sympathized with the nurse when she curtly reminded me I could not be seen without the required information. "Poor lady", I thought to myself, as I was yet another disgruntled patient that would be told cash payment would be required or I would not be seeing a doctor that day.
I insisted my regional card was accepted at the office in the past, and by other health care facilities. My heart sank as she braced herself for the verbal abuse she so obviously had become accustomed to by patients under similar distress. I politely requested the use of her phone so that I may contact my boyfriend to pick me up, but I could tell the tone of my voice was not as pleasant as the Customer Service Champion Guru's should be.
She hung up the phone when the call was complete, and I gently apologized for my demeanor. I explained the reason for my visit and that the obvious physical pain that was impairing my usual pleasant manner. Acknowledging I understood she was just doing her job, she appeared to appreciate my tone was set by an injury and not disrespect for her position. The pain in my right hip/leg were impairing my usually pleasant manners but it was not the nurse's fault I was injured.
No sooner did my boyfriend arrive, did the same nurse call me to her desk. She informed me the doctor would be able to see me and smiled as I thanked her for going above and beyond. You see, the nurse didn't have to allow me to see the doctor. Had I reacted as those before me, I certainly would have not been treated that day. Instead I chose to acknowledge her workload/stress and apologized that I had not stopped at home for my ID first. Not only did the nurse go above and beyond, she remembers my name and smiles when she sees me now.
Thank you Elizabeth, I will take great pleasure in writing your boss to share with him how you Wow-ed me!
Monday, January 11, 2010
D) Be Prepared They Can Smell Fear
If you're in business, sales, or customer service you will run into four types of people. Three of these types you will encounter everyday:
a) The Yes Man will be agreeable and patronize your products and services.
b) The No Man will be easy because they will not waste your time.
c) The Maybe Man will take the most amount of your available time and resources. Maybe Man is sometimes a called a "Tire Kicker" because he has been known to waste the most amount of time and has a reputation to mess with the head of a salesman.
Some Maybe men are simply folk that don't know what they need/want, and that is why Maybe Man skills are important to master. These are just good people that need a little more attention.
The fourth type of person you will wish you never encounter and there is even a small chance you never have to:
D) The Jerk Man. This person will be your free entertainment for the day and you need to learn to love this one. If you are unable to see the humor of Jerk Man, your career and personal life are doomed.
Jerk Man is a mean vile sort of person. He/She hates life and is easy to spot because Jerk Man is often followed around by gray rain clouds that hurl lightning at unsuspecting bystanders. Jerk Man takes no prisoners and has been known to torment his/her victims before tearing them apart with razor sharp claws and swallowing the remains whole.
It is very important to keep things professional and calm when dealing with a Jerk. On the rare occasion you encounter a Jerk it can be difficult to maintain your composure and professionalism, as some may regress into childlike behavior. Unfortunately there are also Jerks that will get personal and you may even encounter a hostile Jerk. Should you encounter the latter, it may be necessary to contact the authorities or security to have an unruly individual removed from the premises. What are the most effective ways to handle an encounter with a Jerk and when should a manager be called in to help?
Every company has a different policy on the procedures of handling a jerk on the frontline. Know the policies before dealing with the public at all! A jerk can not only smell fear but will also take advantage of a new employee! Jerks have even been known to approach a newbie because such a target can be easier to manipulate and intimidate. You do not want to be caught off guard when confronted by a jerk especially if you are new or inexperienced, Jerks eat unsuspecting victims for breakfast and New Guys for an afternoon snack.
Here are a few tips on how to keep control when dealing with Jerk Man:
1) Smile and maintain eye contact. Body language is important because the majority of communication is nonverbal. Eye contact indicates interest, attention, and involvement; All vital needs of a Jerk.
2) Listen: As long as the Jerk doesn't unleash vulgar profanities try to keep an open ear and note important points even if the Jerk is mostly incoherent.
3) Let them get it ALL out: Wait until Jerk Man is finished speaking before you say a word unless you are asked a question. Never interrupt or ask questions until the Jerk is finished. Nodding in agreement or concern with the customer and remarks such as, "I'm very sorry", should be exercised with caution. Some Jerks will react to any type of reaction from you no matter what you do.
4) Be agreeable but do not necessarily agree: Agreeing in some cases can put the manager or company in a difficult position. Apologize to the jerk for their concerns and offer to assist them in coming to a resolution.
*Be aware of the language you use when doing this: People have emotional responses to language, and a word that strikes a Jerk with a negative response can result in a perfectly avoidable escalation. The way your words are delivered as important as the words you use.
5) Acknowledge you are not the decision maker and if necessary offer to get one involved. In fact, if you are not the decision maker it is best to always make such an offer
6) Never make promises you can't keep: If you do not have the authority to comp or refund a Jerk then you should not suggest such resolutions. Do not make such a suggestion to the actual decision maker if the Jerk is within earshot
7) Do not say NO and never say "we can't/don't do that": Never start off by telling a Jerk no or by giving a negative response to the jerk's concerns.
8) Talk about what you can do and if you don't know the answers then offer to find them for the Jerk: Give options and ask the Jerk what they think is the best way to resolve the matter from the options presented. Never just ask the Jerk what he/she thinks should be done! A Jerk will not have reasonable expectations so don't offer an open-ended option that may potentially add to further frustrations for the jerk when can't deliver.
9) Suck up your pride and apologize. You know its not your fault but the Jerk may be too excited to recognize this fact. It is best to recognize that you are in control as long as the customer allows you to be in control; you are only in control if the Jerk thinks he/she is in control.
If the problem is your fault acknowledge your responsibility specifically.
Ie: "I am very sorry that I failed to enter your order accurately resulting in an inconvenience for you and a negative experience. I messed up and would appreciate if you would allow me the opportunity to fix the problem."
10) Do not tolerate abusive language but be cautious of how you confront a Jerk that is abusive: Always get a manager. Do not accuse the jerk of being abusive (even if they are) in front of the manager, do not become defensive if the Jerk attacks (verbally) you or your establishment in a personal manner, do not raise your voice over the jerk, do not tell a jerk you understand them, always remain calm, and in some cases it may be necessary to replace your smile with a serious look (look like you are determined to fix Jerk Man's problem.)
ie: "I am very sorry Mr. X, I appreciate that you are upset but I must ask that you please refrain from *insert abusive behavior here* or I will have to ask you to leave. I would like to help you and this is what I can do for you..."
If the jerk continues in a tirade then make an excuse (such as looking in the back or calling for a manager) to use a phone where you will have privacy. Call a manager or the authorities whichever your workplace procedure may be. If your safety is directly at risk it may be necessary to call the authorities first. Ensure a comfortable safe distance between yourself and the Jerk.
11) The most vital skill you will need to master when dealing with Jerk Man is your ability to maintain control: Recognize that not all difficult customers are Jerks; some people have bad days and it can take years of experience to know the difference no matter how sure you are you can always be wrong. You never want to under or over estimate Jerk Man.
12) Never call a jerk a liar: Have you ever seen the destructive force of enriched Uranium when fully weaponized? If not you can if you call Jerk Man a liar! A Jerk will sometimes try to bait you or resort to pettiness such as lies and threats to get their way. The absolute worst thing you can do is call him/her on it.
13) Never pass the buck. It is your problem because the Jerk Man came to you with his/her problem. It may not be your department or something you can resolve but it IS always up to you to assist effectively.
14) Kill a Jerk with kindness: I am not suggesting you grit with a fake smile and bend over. Customers always remember a bad experience and hold grudges! If you can impress a Jerk with your ability to handle their concerns professionally and give them a great experience you can makeover that Jerk to become your best customer in the future. That Jerk will likely share their experience with people they know and you have the opportunity to gain business from even the biggest Jerk. He/she may even return to apologize later.
15) The customer isn't always right but no matter how bad behavior is, the customer should always feel or think he/she is right. Even a jerk.
16) If you are new/inexperienced tell Jerk Man you are and ask for their patience/understanding: Everybody had to start somewhere and many people will understand. If they do not understand or care try not to take it personally and do your job the best you can.
17) Give the best and be the best: Your Jerk may not get satisfaction if they are unreasonable or removed from the premises. If you know that you gave the best and were the best then you did all you can do.
18) Every jerk has a lesson and opportunity for you. Find it, know it, learn it, use it. By mastering the skills of wrangling with Jerk Man, you will significantly reduce casualties before they can happen.
19) Know your limits: You are accountable if a jerk is out of control if you do not immediately seek assistance. Do not wait for a situation to escalate; Always call in for back up from a manager when a situation becomes too much of a challenge for you to deal with on your own.
a) The Yes Man will be agreeable and patronize your products and services.
b) The No Man will be easy because they will not waste your time.
c) The Maybe Man will take the most amount of your available time and resources. Maybe Man is sometimes a called a "Tire Kicker" because he has been known to waste the most amount of time and has a reputation to mess with the head of a salesman.
Some Maybe men are simply folk that don't know what they need/want, and that is why Maybe Man skills are important to master. These are just good people that need a little more attention.
The fourth type of person you will wish you never encounter and there is even a small chance you never have to:
D) The Jerk Man. This person will be your free entertainment for the day and you need to learn to love this one. If you are unable to see the humor of Jerk Man, your career and personal life are doomed.
Jerk Man is a mean vile sort of person. He/She hates life and is easy to spot because Jerk Man is often followed around by gray rain clouds that hurl lightning at unsuspecting bystanders. Jerk Man takes no prisoners and has been known to torment his/her victims before tearing them apart with razor sharp claws and swallowing the remains whole.
It is very important to keep things professional and calm when dealing with a Jerk. On the rare occasion you encounter a Jerk it can be difficult to maintain your composure and professionalism, as some may regress into childlike behavior. Unfortunately there are also Jerks that will get personal and you may even encounter a hostile Jerk. Should you encounter the latter, it may be necessary to contact the authorities or security to have an unruly individual removed from the premises. What are the most effective ways to handle an encounter with a Jerk and when should a manager be called in to help?
Every company has a different policy on the procedures of handling a jerk on the frontline. Know the policies before dealing with the public at all! A jerk can not only smell fear but will also take advantage of a new employee! Jerks have even been known to approach a newbie because such a target can be easier to manipulate and intimidate. You do not want to be caught off guard when confronted by a jerk especially if you are new or inexperienced, Jerks eat unsuspecting victims for breakfast and New Guys for an afternoon snack.
Here are a few tips on how to keep control when dealing with Jerk Man:
1) Smile and maintain eye contact. Body language is important because the majority of communication is nonverbal. Eye contact indicates interest, attention, and involvement; All vital needs of a Jerk.
2) Listen: As long as the Jerk doesn't unleash vulgar profanities try to keep an open ear and note important points even if the Jerk is mostly incoherent.
3) Let them get it ALL out: Wait until Jerk Man is finished speaking before you say a word unless you are asked a question. Never interrupt or ask questions until the Jerk is finished. Nodding in agreement or concern with the customer and remarks such as, "I'm very sorry", should be exercised with caution. Some Jerks will react to any type of reaction from you no matter what you do.
4) Be agreeable but do not necessarily agree: Agreeing in some cases can put the manager or company in a difficult position. Apologize to the jerk for their concerns and offer to assist them in coming to a resolution.
*Be aware of the language you use when doing this: People have emotional responses to language, and a word that strikes a Jerk with a negative response can result in a perfectly avoidable escalation. The way your words are delivered as important as the words you use.
5) Acknowledge you are not the decision maker and if necessary offer to get one involved. In fact, if you are not the decision maker it is best to always make such an offer
6) Never make promises you can't keep: If you do not have the authority to comp or refund a Jerk then you should not suggest such resolutions. Do not make such a suggestion to the actual decision maker if the Jerk is within earshot
7) Do not say NO and never say "we can't/don't do that": Never start off by telling a Jerk no or by giving a negative response to the jerk's concerns.
8) Talk about what you can do and if you don't know the answers then offer to find them for the Jerk: Give options and ask the Jerk what they think is the best way to resolve the matter from the options presented. Never just ask the Jerk what he/she thinks should be done! A Jerk will not have reasonable expectations so don't offer an open-ended option that may potentially add to further frustrations for the jerk when can't deliver.
9) Suck up your pride and apologize. You know its not your fault but the Jerk may be too excited to recognize this fact. It is best to recognize that you are in control as long as the customer allows you to be in control; you are only in control if the Jerk thinks he/she is in control.
If the problem is your fault acknowledge your responsibility specifically.
Ie: "I am very sorry that I failed to enter your order accurately resulting in an inconvenience for you and a negative experience. I messed up and would appreciate if you would allow me the opportunity to fix the problem."
10) Do not tolerate abusive language but be cautious of how you confront a Jerk that is abusive: Always get a manager. Do not accuse the jerk of being abusive (even if they are) in front of the manager, do not become defensive if the Jerk attacks (verbally) you or your establishment in a personal manner, do not raise your voice over the jerk, do not tell a jerk you understand them, always remain calm, and in some cases it may be necessary to replace your smile with a serious look (look like you are determined to fix Jerk Man's problem.)
ie: "I am very sorry Mr. X, I appreciate that you are upset but I must ask that you please refrain from *insert abusive behavior here* or I will have to ask you to leave. I would like to help you and this is what I can do for you..."
If the jerk continues in a tirade then make an excuse (such as looking in the back or calling for a manager) to use a phone where you will have privacy. Call a manager or the authorities whichever your workplace procedure may be. If your safety is directly at risk it may be necessary to call the authorities first. Ensure a comfortable safe distance between yourself and the Jerk.
11) The most vital skill you will need to master when dealing with Jerk Man is your ability to maintain control: Recognize that not all difficult customers are Jerks; some people have bad days and it can take years of experience to know the difference no matter how sure you are you can always be wrong. You never want to under or over estimate Jerk Man.
12) Never call a jerk a liar: Have you ever seen the destructive force of enriched Uranium when fully weaponized? If not you can if you call Jerk Man a liar! A Jerk will sometimes try to bait you or resort to pettiness such as lies and threats to get their way. The absolute worst thing you can do is call him/her on it.
13) Never pass the buck. It is your problem because the Jerk Man came to you with his/her problem. It may not be your department or something you can resolve but it IS always up to you to assist effectively.
14) Kill a Jerk with kindness: I am not suggesting you grit with a fake smile and bend over. Customers always remember a bad experience and hold grudges! If you can impress a Jerk with your ability to handle their concerns professionally and give them a great experience you can makeover that Jerk to become your best customer in the future. That Jerk will likely share their experience with people they know and you have the opportunity to gain business from even the biggest Jerk. He/she may even return to apologize later.
15) The customer isn't always right but no matter how bad behavior is, the customer should always feel or think he/she is right. Even a jerk.
16) If you are new/inexperienced tell Jerk Man you are and ask for their patience/understanding: Everybody had to start somewhere and many people will understand. If they do not understand or care try not to take it personally and do your job the best you can.
17) Give the best and be the best: Your Jerk may not get satisfaction if they are unreasonable or removed from the premises. If you know that you gave the best and were the best then you did all you can do.
18) Every jerk has a lesson and opportunity for you. Find it, know it, learn it, use it. By mastering the skills of wrangling with Jerk Man, you will significantly reduce casualties before they can happen.
19) Know your limits: You are accountable if a jerk is out of control if you do not immediately seek assistance. Do not wait for a situation to escalate; Always call in for back up from a manager when a situation becomes too much of a challenge for you to deal with on your own.
Thursday, January 7, 2010
23 Recommendations To Being a Better Customer Service Rep
1) Be Humble: It doesn't matter what you know or what you did before. What matters is that you conduct yourself professionally and match your products and services with the needs of your patron.
2) Be Honest: Never misrepresent or mislead when presenting your product/service.
3) Sell Service and Sell Some More: The best customer service provider will ensure all their patron's needs are met. Present all the products and services that benefit the needs of your patron and work with them. There is such a thing as overselling but even more damaging to your reputation and career can be underselling. Believe it or not it is in the best interest of the customer that you show them everything you have to offer to ensure their needs are fully met.
4) Shut up and LISTEN!: The most important customer service tools you have are the appendages sticking out the sides of your head. There is a difference between hearing and listening. The latter helps you to establish the needs of your patron. In fact, it is the only way you will be able to properly service a patron.
Talking too much means you are not listening which means you cannot effectively service your patron and meet all their needs. Only say what is necessary and never interrupt a customer.
5) Never judge a person by his/her cover: In the art business I had clients as young as 5 years old, some that dress like vagrants and have money to burn, and others that dress to look like a million bucks and don't have a dime. Not all children are so privileged to start their own art collection at such a tender age and you never know a person's financial situation by looking at them. Remember that children grow up to be paying consumers and their parents already are.
Make sure you give every person a great experience because you never know what the future may hold.
6) Know your role: As a customer service representative you are the frontline of your company. Your job title includes being an ambassador for your company even when you are not on company time. Patrons cannot differentiate between you as an individual and your company as a whole. You are the first contact and the face of your company so put your best foot forward.
7) Respect: Always respect your superiors, colleagues, subordinates, company, customers, and yourself. As an entry level employee your reputation is your only selling point in the future until experience and other qualifications are acquired.
8) Give the Best and Be the Best: Whether you are compensated on commission, gratuities, salary, or hourly wage you depend on the satisfaction of customers for your employment. Having stated that, you must always ensure a positive experience to each and every prospective patron and long standing customer.
9) Work like you don't need the money: This is a tried and true philosophy practiced by all successful people. If you don't like what you're doing now that is okay; Make sure you recognize and optimize the opportunities that will help prepare you for the future.
There is a long raging battle between those that do not tip and service industry veterans. Servers should work like they don't care if they make a dime and always remember the great tippers make up for the bad ones. If a server consistently pulls donut tips (doesn't make a dime or very little) it is time to check the attitude and look for another career.
10) Be positive: Maintaining a positive attitude is essential! It is not a customer's fault you are having a bad day and your workplace should not suffer from your negative energy. Deal with personal problems and bad moods at home where they belong. I know you're only human, but you want to be successful, right? I am not suggesting you become the office clown but in order to be successful you must be professional. If you struggle with being positive when you're feeling negged out, try to find constructive ways to learn to deal with that. If you can't make it then you need to fake it until you make it.
11) Follow the 8's: Attitude (positive), Be on time, Be prepared, Know your Territory, Know your Opportunity, Take Control, Work a Full Day, and Respect.
Your employer, company, customers, career, and future depend on you mastering these disciplines.
12) Know your Territory: Know the responsibilities and duties of your job description with clarity. If you are unsure about something be sure to ask questions.
13) Be Prepared: Unexpected variables arise everyday. The only way to be successful is to expect the unexpected and have a Plan of Action.
14) R2A2: Ideas and concepts that will improve your work environment, increase productivity, and refine your skill set should be written down in an R2A2.
15) Accountability: Hold yourself accountable for both your successes and failures. Do not accept failures or mistakes; instead turn them into opportunities. Never make excuses no matter how tempting it may be. (This is one of the 8's Take Control)
16) Every Skill You Need To Have For A Successful Career You Will Learn In Customer Service: You may not appreciate the opportunity and respect earned through working in customer service, but it is priceless. We do not live in a Caste System Society so you do not have a birth
right to any position, salary, or opportunity. Everything must be earned through hard work.
17) Suck Up Your Pride and Stick It Where It Belongs: In your workmanship.
18) Never Pass the Buck: Take responsibility for your mistakes and own up to them. When a customer asks a question do not a) close your eyes and hope they go away b) dive under your desk and hide c) send them to another department you know won't have the answers d) make something up
Instead: Admit you don't know the answer but you can find it or somebody that can. If it is necessary to direct your customer to another person you should summarize the question and emphasize which points are important when you find that person (ie: are they in a hurry? Have they tried without success to acquire the answer before?) Be specific.
19) Never bad mouth the competition to make yourself or your company look better.
20) Know and understand that your personal life and habits can and will affect your professional image and future career opportunities.
21) Your Mommy Doesn't Take Care of You At Work: Pick up after yourself and be respectful. Even if you do work with your mother, leave the familial relationship and dependency at home.
22) Don't Be Emotional: Part of being professional means not bursting into tears everytime your feelings get hurt. Your feelings are going to get hurt and your employer isn't responsible for your emotional stability. Handle issues through the appropriate channels in a professional manner and grow a thick skin. Life is tough you'll need it.
23)Suck Up Your Pride and Serve With A Smile. No matter how terrible you are treated, you are expected to be grateful for giving a patron the privilege of degrading your intelligence, character, and value as a human being. It is not right and a manager that allows you to be treated in such a way is not a manager you want to be working for. Suck up your pride, hold back those tears, and demonstrate through professionalism how wrong that patron is. It isn't personal its business and an opportunity to work on a most valuable skill for your future.
2) Be Honest: Never misrepresent or mislead when presenting your product/service.
3) Sell Service and Sell Some More: The best customer service provider will ensure all their patron's needs are met. Present all the products and services that benefit the needs of your patron and work with them. There is such a thing as overselling but even more damaging to your reputation and career can be underselling. Believe it or not it is in the best interest of the customer that you show them everything you have to offer to ensure their needs are fully met.
4) Shut up and LISTEN!: The most important customer service tools you have are the appendages sticking out the sides of your head. There is a difference between hearing and listening. The latter helps you to establish the needs of your patron. In fact, it is the only way you will be able to properly service a patron.
Talking too much means you are not listening which means you cannot effectively service your patron and meet all their needs. Only say what is necessary and never interrupt a customer.
5) Never judge a person by his/her cover: In the art business I had clients as young as 5 years old, some that dress like vagrants and have money to burn, and others that dress to look like a million bucks and don't have a dime. Not all children are so privileged to start their own art collection at such a tender age and you never know a person's financial situation by looking at them. Remember that children grow up to be paying consumers and their parents already are.
Make sure you give every person a great experience because you never know what the future may hold.
6) Know your role: As a customer service representative you are the frontline of your company. Your job title includes being an ambassador for your company even when you are not on company time. Patrons cannot differentiate between you as an individual and your company as a whole. You are the first contact and the face of your company so put your best foot forward.
7) Respect: Always respect your superiors, colleagues, subordinates, company, customers, and yourself. As an entry level employee your reputation is your only selling point in the future until experience and other qualifications are acquired.
8) Give the Best and Be the Best: Whether you are compensated on commission, gratuities, salary, or hourly wage you depend on the satisfaction of customers for your employment. Having stated that, you must always ensure a positive experience to each and every prospective patron and long standing customer.
9) Work like you don't need the money: This is a tried and true philosophy practiced by all successful people. If you don't like what you're doing now that is okay; Make sure you recognize and optimize the opportunities that will help prepare you for the future.
There is a long raging battle between those that do not tip and service industry veterans. Servers should work like they don't care if they make a dime and always remember the great tippers make up for the bad ones. If a server consistently pulls donut tips (doesn't make a dime or very little) it is time to check the attitude and look for another career.
10) Be positive: Maintaining a positive attitude is essential! It is not a customer's fault you are having a bad day and your workplace should not suffer from your negative energy. Deal with personal problems and bad moods at home where they belong. I know you're only human, but you want to be successful, right? I am not suggesting you become the office clown but in order to be successful you must be professional. If you struggle with being positive when you're feeling negged out, try to find constructive ways to learn to deal with that. If you can't make it then you need to fake it until you make it.
11) Follow the 8's: Attitude (positive), Be on time, Be prepared, Know your Territory, Know your Opportunity, Take Control, Work a Full Day, and Respect.
Your employer, company, customers, career, and future depend on you mastering these disciplines.
12) Know your Territory: Know the responsibilities and duties of your job description with clarity. If you are unsure about something be sure to ask questions.
13) Be Prepared: Unexpected variables arise everyday. The only way to be successful is to expect the unexpected and have a Plan of Action.
14) R2A2: Ideas and concepts that will improve your work environment, increase productivity, and refine your skill set should be written down in an R2A2.
15) Accountability: Hold yourself accountable for both your successes and failures. Do not accept failures or mistakes; instead turn them into opportunities. Never make excuses no matter how tempting it may be. (This is one of the 8's Take Control)
16) Every Skill You Need To Have For A Successful Career You Will Learn In Customer Service: You may not appreciate the opportunity and respect earned through working in customer service, but it is priceless. We do not live in a Caste System Society so you do not have a birth
right to any position, salary, or opportunity. Everything must be earned through hard work.
17) Suck Up Your Pride and Stick It Where It Belongs: In your workmanship.
18) Never Pass the Buck: Take responsibility for your mistakes and own up to them. When a customer asks a question do not a) close your eyes and hope they go away b) dive under your desk and hide c) send them to another department you know won't have the answers d) make something up
Instead: Admit you don't know the answer but you can find it or somebody that can. If it is necessary to direct your customer to another person you should summarize the question and emphasize which points are important when you find that person (ie: are they in a hurry? Have they tried without success to acquire the answer before?) Be specific.
19) Never bad mouth the competition to make yourself or your company look better.
20) Know and understand that your personal life and habits can and will affect your professional image and future career opportunities.
21) Your Mommy Doesn't Take Care of You At Work: Pick up after yourself and be respectful. Even if you do work with your mother, leave the familial relationship and dependency at home.
22) Don't Be Emotional: Part of being professional means not bursting into tears everytime your feelings get hurt. Your feelings are going to get hurt and your employer isn't responsible for your emotional stability. Handle issues through the appropriate channels in a professional manner and grow a thick skin. Life is tough you'll need it.
23)Suck Up Your Pride and Serve With A Smile. No matter how terrible you are treated, you are expected to be grateful for giving a patron the privilege of degrading your intelligence, character, and value as a human being. It is not right and a manager that allows you to be treated in such a way is not a manager you want to be working for. Suck up your pride, hold back those tears, and demonstrate through professionalism how wrong that patron is. It isn't personal its business and an opportunity to work on a most valuable skill for your future.
21 Recommendations For Being A Better Customer
1) Try to have a good attitude: Its not your service provider's fault you're having a bad day
2) Be on time: Never assume or expect that your time is more valuable than your service provider's. It is rude and disrespectful to waste somebody's time. Are you even aware that your doctor's office and most valuable service providers will blacklist you when you need them the most for such a faux pas?
3) Be prepared: If you are short on time then a sit down dinner may not be logical. Allot the appropriate amount of time needed to address and resolve your service needs. You may be short on time but you're only shortchanging yourself.
4) Know your territory: You are a guest in any establishment and should conduct yourself as you would as a guest in a stranger's home
5) Be patient: Wait your turn and allow a person to complete their tasks or finish servicing another patron before interrupting. You will be met with a more positive response when you raise your concern.
6) Be respectful: Respect yourself, the establishment, the service provider, and other patrons. Do NOT degrade, raise your voice, call names, make false claims, or use vulgar language
7) Know your opportunity: This may be a learning opportunity for you, the decision maker, or service provider. Be the bigger person and be a part of the solution not the problem. Many people will disagree and suggest that's the establishment's fault but this is a fundamental kindergarten lesson that is just as relevant in adulthood.
8) Know the decision maker: Do not just learn how to express complaints more effectively but also learn who you need to talk to in order for your concerns to be properly addressed and resolved. Talking to the wrong people will only serve to exacerbate your frustrations and the situation.
9) Take a step back and take a deep breath. No matter how frustrated or enraged you are you need to approach the matter with clarity, maturity, and respect.
10) Know where you are: Do not expect 5 star service from the 13 year old cashier at McDonalds or from the 80 year old greeter at WalMart. If you can't afford gratuity then dine somewhere it is not customary.
11) Be aware: If you are shopping at the Dollar Store do not demand door to door delivery, free gift wrapping, or help out to your car with your purchases. Some places offer such services at no charge but you should refrain from making a scene if they are overwhelmed
12) Read the signs: If signage stipulates that certain credit cards are not accepted, they do not accept returns, No cash refunds, final sales, a right to refuse service, a request to stand in line for service, etc.. respect those signs. In some areas those are legal notices and exceptions do not have to be made. If you do not like the rules or requests then patronize another establishment
13) Never make demands. Make requests
14) Never expect anything for free. Very rarely is it necessary to comp with freebies. When refunds are common practice for an establishment there will be specific protocols and procedures. It is your responsibility to know them or ask about them so you don't embarrass yourself by making unreasonable demands (which you shouldn't be making in the first place).
15) It is not the establishment's responsibility to ensure you are a smart consumer when you do business with them.
16) Know policies, procedures, and your obligations when signing anything or making a purchase
17) Use your Ps and Qs. Compliments, manners, and etiquette will get you everywhere
18) Two words: Pardon Me. This phrase is far more effective and less confrontational than Excuse Me, Hey You, or Snapping your fingers
19) NEVER snap your fingers, bang your table, call a server Bar Wench, or put an empty glass on your head
20) Humility goes a long way when dealing with people in humiliating positions.
21) Being polite is essential but being a pushover is not. Know the difference.
2) Be on time: Never assume or expect that your time is more valuable than your service provider's. It is rude and disrespectful to waste somebody's time. Are you even aware that your doctor's office and most valuable service providers will blacklist you when you need them the most for such a faux pas?
3) Be prepared: If you are short on time then a sit down dinner may not be logical. Allot the appropriate amount of time needed to address and resolve your service needs. You may be short on time but you're only shortchanging yourself.
4) Know your territory: You are a guest in any establishment and should conduct yourself as you would as a guest in a stranger's home
5) Be patient: Wait your turn and allow a person to complete their tasks or finish servicing another patron before interrupting. You will be met with a more positive response when you raise your concern.
6) Be respectful: Respect yourself, the establishment, the service provider, and other patrons. Do NOT degrade, raise your voice, call names, make false claims, or use vulgar language
7) Know your opportunity: This may be a learning opportunity for you, the decision maker, or service provider. Be the bigger person and be a part of the solution not the problem. Many people will disagree and suggest that's the establishment's fault but this is a fundamental kindergarten lesson that is just as relevant in adulthood.
8) Know the decision maker: Do not just learn how to express complaints more effectively but also learn who you need to talk to in order for your concerns to be properly addressed and resolved. Talking to the wrong people will only serve to exacerbate your frustrations and the situation.
9) Take a step back and take a deep breath. No matter how frustrated or enraged you are you need to approach the matter with clarity, maturity, and respect.
10) Know where you are: Do not expect 5 star service from the 13 year old cashier at McDonalds or from the 80 year old greeter at WalMart. If you can't afford gratuity then dine somewhere it is not customary.
11) Be aware: If you are shopping at the Dollar Store do not demand door to door delivery, free gift wrapping, or help out to your car with your purchases. Some places offer such services at no charge but you should refrain from making a scene if they are overwhelmed
12) Read the signs: If signage stipulates that certain credit cards are not accepted, they do not accept returns, No cash refunds, final sales, a right to refuse service, a request to stand in line for service, etc.. respect those signs. In some areas those are legal notices and exceptions do not have to be made. If you do not like the rules or requests then patronize another establishment
13) Never make demands. Make requests
14) Never expect anything for free. Very rarely is it necessary to comp with freebies. When refunds are common practice for an establishment there will be specific protocols and procedures. It is your responsibility to know them or ask about them so you don't embarrass yourself by making unreasonable demands (which you shouldn't be making in the first place).
15) It is not the establishment's responsibility to ensure you are a smart consumer when you do business with them.
16) Know policies, procedures, and your obligations when signing anything or making a purchase
17) Use your Ps and Qs. Compliments, manners, and etiquette will get you everywhere
18) Two words: Pardon Me. This phrase is far more effective and less confrontational than Excuse Me, Hey You, or Snapping your fingers
19) NEVER snap your fingers, bang your table, call a server Bar Wench, or put an empty glass on your head
20) Humility goes a long way when dealing with people in humiliating positions.
21) Being polite is essential but being a pushover is not. Know the difference.
Customer Service and Tipping
I just read an article about customer service and was appalled by the comments that followed. Here is my take on customer service and hope you find it valuable.
If I have ever served you then you can attest to the level of service I have provided to the thousands of people I have served over the last 13 years. Everybody is treated to great service but those that conduct themselves with respect, patience, understanding, humility, and good manners are treated to exceptional five star service in return. I made top tips when serving and have made top commissions in business because I offer exemplary service that goes above and beyond no matter the compensation.
1) Don't assume that everybody should be treated equally. In a perfect world you would be but that is not the reality of the tough world we live in. You probably never will be treated equal and unless you move to a country with a caste system, where tipping is not customary, you will not be treated equally. Hmmm...You still wouldn't be treated equally. I guess life isn't fair so you do not have to like it, but you should accept it. If you can't beat them join them! Otherwise you will be very disappointed.
2) "T.I.P" - To Insure Prompt Service is a common but inaccurate definition of the term and "The Customer's Always Right" was an advertising slogan invented by Field's in the 1800's. Who holds the power? The customer or the server? The person in power is the one serving your food and drink if you want your experience to be pleasant. That doesn't mean a server is entitled to abuse his/her power but it does mean you should respect the power he/she wields
If you're a regular at an establishment and always find yourself served last, infrequently, or getting average service while the people around you are treated like rockstars, you are probably somebody that doesn't believe in tipping and behaves badly.
If you are not a regular then recognize the decision maker is accountable: for not ensuring necessary staffing levels, lack of proper training, ill preparation for unexpected variables, and lack of necessary resources available to the staff so they can do their job properly. If the decision maker hired a bad attitude for customer service they are still accountable for your dissatisfaction.
I like how in the article the writer suggests handing tips to the manager for the kitchen staff if the server gives you a bad experience. Few people do this and a great kitchen staff should not suffer for the shortcomings of the front of house (an example of going to the decision maker because it is their fault. Not the server's fault and certainly not the kitchen's fault). The decision maker will also take notice you have gone out of your way to show appreciation for the good and will definitely do something about the bad service. You will be remembered...The kitchen staff will likely be notified the next time you patronize the establishment (and put a little extra effort into your meal) and the manager will ensure you have a better experience.
*** Those that tip larger than average, or even a little consistently, will always receive exemplary service above and beyond the customary expected good service. Keep that in mind if you have a no tipping policy! You should still receive good service but you should not come before those that pay extra and should not expect any more than average-good service. Otherwise go to McDonalds for a free smile with your happy meal where tipping is not customary.
2b) I have handed tips over to servers that did the serving when the person supposed to be serving did not provide decent service and in some circumstances didn't provide service at all. These gestures are not only appreciated but you will be remembered in the future and such gratitude is often rewarded in the future, if not immediately.
3) If you can't afford at least 15% gratuity when you dine out then you cannot afford to dine out. Always factor in 15% of the total bill before ordering or deciding to dine out.
4) Drive thrus and counter service do not require tips. If you are prompted to tip on a pin pad at one of these service provider's establishments then don't feel bad to opt out. It is not necessary and should not be expected for self-serve or counter service.
Some of the establishments where you may find a pin pad or tip jar you should not feel obligated to tip at are Starbucks, Second Cup, and Swiss Chalet. Please post any others you know of that indirectly request tips inappropriately. If somebody goes above and beyond then the best thanks you can give is to pass on a good word to the manager or owner. I just personally take offense to counter service tipping and do not intend to slander these companies, or slight the good workers that make my Grande Double Vanilla Bean Lattes. If you are generous in your appreciation for the services of these establishments, then it is perfectly respectable to leave a tip. It is just not as socially acceptable for these establishments to have a tip option.
I always tip my favorite barista at Second Cup and the lovely people at Bistro One Twelve because I am a regular and have gotten to know them over the years. I always tip in cash.
5) Keep in mind the person serving you is likely making low wages in a high stress work environment. Sure your job may be stressful but dealing with the public is like no other occupation! Do not feel entitled because you had the resources and initiative to acquire an education so you could obtain a career or trade. The world needs service providers and these people were not put on the planet to serve the socially impaired. Servers do what they do because there is a need for valuable people to suck up their pride and serve you with a smile. No matter how terrible you treat them servers are expected to thank you for giving them the privilege of having people degrade their intelligence, character, and value as a human being.
In many areas there are laws that allow for restaurant owners to pay well below minimum wage and some will actually charge servers a fee and compensate only with 100% tips made (ie: no wage at all).
5b) Customer service providers rarely experience any form of positive reinforcement of any kind on the job and must face degrading treatment from management and customers frequently. If your service provider is less than cheery try to understand it is nothing personal and think of how you would feel if you were in their position. You never know what a customer may have said before you or how a manager may have reprimanded them in a manner that would warrant immediate termination at any other job.
6) Managers and customer service providers are under trained and under educated today, and customers are less socially aware than ever. That is not the fault of the server, that is the fault of the ownership and your frustrations should be expressed accordingly. You are dealing with people on the frontline that are often uneducated and unskilled without many resources. They also do not always have the ability to make necessary changes where needed. This is a stepping stone or career to these people not because they are less valuable, and you never know if that kid flipping your burger is studying in a field that will qualify them to be your boss one day. I've had the joy of witnessing such a phenomenon happen to a miserable former colleague.
7) How you treat people in customer service can and will affect your professional career. If you're up for a promotion or business opportunity and treat your service provider badly it could cost you. You never know who that person knows or who else is paying attention, and your behavior could ruin your reputation without you even knowing it.
8) Know the decision maker. Don't yell at the waitress if you ordered your steak medium rare and wind up served a hockey puck with a mystery meat look to it. The waitress didn't prepare your meal the cook did. When in doubt speak to a manager. If its bad or a decision maker is not immediately available then take information or acquire information so you can get ahold of the decision maker at a later time. You may be offered a free meal or compensation at a later time. Keep your bill and write down as much detail as possible. Write your notes like you're taking a complaint to the boss; Be concise, unemotional, and professional.
9) Know how to make a complaint. Know what you want the outcome to be, be reasonable, be realistic, be flexible, and know how to get what you want. No matter how bad the situation is, you are never in the right to make demands or raise your voice. Most often when you do not receive satisfaction it is because you behaved badly or you didn't talk to the decision maker. Some circumstances may best be handled legally and how you behave can and will affect the outcome. If you were a perfect customer, complained the right way, made a reasonable request, and still did not receive satisfaction then do not patronize the establishment again. An establishment that consistently dissatisfies its customers will get what they deserve without the need for you to make a jerk of yourself.
9b) Know your role: The establishment or service provider does not depend on you to run their business. Bad behavior will not persuade even the most reasonable decision makers.
Do Not Expect FREE: You are not entitled to anything free! The mess up should be comped but not your whole bill. If your whole bill is comped then consider yourself lucky but do not let it go to your head, and do not expect it in the future everywhere you go. There are career Freeloaders that go out and make up reasons to complain in order to get free stuff and there are MANY of them out there. Complaints are mentally monitored and tracked by decision makers and service providers because the cost of freeloading gets passed onto good paying customers by rising prices and fewer comps to those that deserve them.
10) Owners and managers talk. Get a bad reputation for being a bad customer and expect to get blacklisted at other establishments. Don't always assume the competition will want your business either.
**Bonus)
In the old days when service was an experience only had by the wealthy and influential; The service/tip tradition was a customary ritual of proper expected conduct. In a time when manners, etiquette, tradition, and respect are all but forgotten, such social graces are refreshing to both customer service providers and patrons alike.
I was trained as a server by somebody I consider to be the absolute best in the business. She is a career server that taught me the disciplines of high customer service standards as both a patron and service provider. She expects to be treated with dignity and respect and never has an expectation of compensation above and beyond the sum of your bill and the privilege of giving you a good experience. She does it for the glory of giving her regulars and one time customers a memorable experience and not in an attempt to get at their pocketbooks. I would caution the Diamond Jims and jerks from sitting in her section though because she will give you a lesson in being a patron. Donna is not disrespectful and you may not even realize what she is doing, but you will walk away treating people better in the future.
Please share your questions, comments, thoughts and concerns.
If I have ever served you then you can attest to the level of service I have provided to the thousands of people I have served over the last 13 years. Everybody is treated to great service but those that conduct themselves with respect, patience, understanding, humility, and good manners are treated to exceptional five star service in return. I made top tips when serving and have made top commissions in business because I offer exemplary service that goes above and beyond no matter the compensation.
1) Don't assume that everybody should be treated equally. In a perfect world you would be but that is not the reality of the tough world we live in. You probably never will be treated equal and unless you move to a country with a caste system, where tipping is not customary, you will not be treated equally. Hmmm...You still wouldn't be treated equally. I guess life isn't fair so you do not have to like it, but you should accept it. If you can't beat them join them! Otherwise you will be very disappointed.
2) "T.I.P" - To Insure Prompt Service is a common but inaccurate definition of the term and "The Customer's Always Right" was an advertising slogan invented by Field's in the 1800's. Who holds the power? The customer or the server? The person in power is the one serving your food and drink if you want your experience to be pleasant. That doesn't mean a server is entitled to abuse his/her power but it does mean you should respect the power he/she wields
If you're a regular at an establishment and always find yourself served last, infrequently, or getting average service while the people around you are treated like rockstars, you are probably somebody that doesn't believe in tipping and behaves badly.
If you are not a regular then recognize the decision maker is accountable: for not ensuring necessary staffing levels, lack of proper training, ill preparation for unexpected variables, and lack of necessary resources available to the staff so they can do their job properly. If the decision maker hired a bad attitude for customer service they are still accountable for your dissatisfaction.
I like how in the article the writer suggests handing tips to the manager for the kitchen staff if the server gives you a bad experience. Few people do this and a great kitchen staff should not suffer for the shortcomings of the front of house (an example of going to the decision maker because it is their fault. Not the server's fault and certainly not the kitchen's fault). The decision maker will also take notice you have gone out of your way to show appreciation for the good and will definitely do something about the bad service. You will be remembered...The kitchen staff will likely be notified the next time you patronize the establishment (and put a little extra effort into your meal) and the manager will ensure you have a better experience.
*** Those that tip larger than average, or even a little consistently, will always receive exemplary service above and beyond the customary expected good service. Keep that in mind if you have a no tipping policy! You should still receive good service but you should not come before those that pay extra and should not expect any more than average-good service. Otherwise go to McDonalds for a free smile with your happy meal where tipping is not customary.
2b) I have handed tips over to servers that did the serving when the person supposed to be serving did not provide decent service and in some circumstances didn't provide service at all. These gestures are not only appreciated but you will be remembered in the future and such gratitude is often rewarded in the future, if not immediately.
3) If you can't afford at least 15% gratuity when you dine out then you cannot afford to dine out. Always factor in 15% of the total bill before ordering or deciding to dine out.
4) Drive thrus and counter service do not require tips. If you are prompted to tip on a pin pad at one of these service provider's establishments then don't feel bad to opt out. It is not necessary and should not be expected for self-serve or counter service.
Some of the establishments where you may find a pin pad or tip jar you should not feel obligated to tip at are Starbucks, Second Cup, and Swiss Chalet. Please post any others you know of that indirectly request tips inappropriately. If somebody goes above and beyond then the best thanks you can give is to pass on a good word to the manager or owner. I just personally take offense to counter service tipping and do not intend to slander these companies, or slight the good workers that make my Grande Double Vanilla Bean Lattes. If you are generous in your appreciation for the services of these establishments, then it is perfectly respectable to leave a tip. It is just not as socially acceptable for these establishments to have a tip option.
I always tip my favorite barista at Second Cup and the lovely people at Bistro One Twelve because I am a regular and have gotten to know them over the years. I always tip in cash.
5) Keep in mind the person serving you is likely making low wages in a high stress work environment. Sure your job may be stressful but dealing with the public is like no other occupation! Do not feel entitled because you had the resources and initiative to acquire an education so you could obtain a career or trade. The world needs service providers and these people were not put on the planet to serve the socially impaired. Servers do what they do because there is a need for valuable people to suck up their pride and serve you with a smile. No matter how terrible you treat them servers are expected to thank you for giving them the privilege of having people degrade their intelligence, character, and value as a human being.
In many areas there are laws that allow for restaurant owners to pay well below minimum wage and some will actually charge servers a fee and compensate only with 100% tips made (ie: no wage at all).
5b) Customer service providers rarely experience any form of positive reinforcement of any kind on the job and must face degrading treatment from management and customers frequently. If your service provider is less than cheery try to understand it is nothing personal and think of how you would feel if you were in their position. You never know what a customer may have said before you or how a manager may have reprimanded them in a manner that would warrant immediate termination at any other job.
6) Managers and customer service providers are under trained and under educated today, and customers are less socially aware than ever. That is not the fault of the server, that is the fault of the ownership and your frustrations should be expressed accordingly. You are dealing with people on the frontline that are often uneducated and unskilled without many resources. They also do not always have the ability to make necessary changes where needed. This is a stepping stone or career to these people not because they are less valuable, and you never know if that kid flipping your burger is studying in a field that will qualify them to be your boss one day. I've had the joy of witnessing such a phenomenon happen to a miserable former colleague.
7) How you treat people in customer service can and will affect your professional career. If you're up for a promotion or business opportunity and treat your service provider badly it could cost you. You never know who that person knows or who else is paying attention, and your behavior could ruin your reputation without you even knowing it.
8) Know the decision maker. Don't yell at the waitress if you ordered your steak medium rare and wind up served a hockey puck with a mystery meat look to it. The waitress didn't prepare your meal the cook did. When in doubt speak to a manager. If its bad or a decision maker is not immediately available then take information or acquire information so you can get ahold of the decision maker at a later time. You may be offered a free meal or compensation at a later time. Keep your bill and write down as much detail as possible. Write your notes like you're taking a complaint to the boss; Be concise, unemotional, and professional.
9) Know how to make a complaint. Know what you want the outcome to be, be reasonable, be realistic, be flexible, and know how to get what you want. No matter how bad the situation is, you are never in the right to make demands or raise your voice. Most often when you do not receive satisfaction it is because you behaved badly or you didn't talk to the decision maker. Some circumstances may best be handled legally and how you behave can and will affect the outcome. If you were a perfect customer, complained the right way, made a reasonable request, and still did not receive satisfaction then do not patronize the establishment again. An establishment that consistently dissatisfies its customers will get what they deserve without the need for you to make a jerk of yourself.
9b) Know your role: The establishment or service provider does not depend on you to run their business. Bad behavior will not persuade even the most reasonable decision makers.
Do Not Expect FREE: You are not entitled to anything free! The mess up should be comped but not your whole bill. If your whole bill is comped then consider yourself lucky but do not let it go to your head, and do not expect it in the future everywhere you go. There are career Freeloaders that go out and make up reasons to complain in order to get free stuff and there are MANY of them out there. Complaints are mentally monitored and tracked by decision makers and service providers because the cost of freeloading gets passed onto good paying customers by rising prices and fewer comps to those that deserve them.
10) Owners and managers talk. Get a bad reputation for being a bad customer and expect to get blacklisted at other establishments. Don't always assume the competition will want your business either.
**Bonus)
In the old days when service was an experience only had by the wealthy and influential; The service/tip tradition was a customary ritual of proper expected conduct. In a time when manners, etiquette, tradition, and respect are all but forgotten, such social graces are refreshing to both customer service providers and patrons alike.
I was trained as a server by somebody I consider to be the absolute best in the business. She is a career server that taught me the disciplines of high customer service standards as both a patron and service provider. She expects to be treated with dignity and respect and never has an expectation of compensation above and beyond the sum of your bill and the privilege of giving you a good experience. She does it for the glory of giving her regulars and one time customers a memorable experience and not in an attempt to get at their pocketbooks. I would caution the Diamond Jims and jerks from sitting in her section though because she will give you a lesson in being a patron. Donna is not disrespectful and you may not even realize what she is doing, but you will walk away treating people better in the future.
Please share your questions, comments, thoughts and concerns.
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