Edition 348 Monday 12/09/16
Hi,we are in the lucky position of still having my Mum and
Dad actively in our lives. They are both fit,well and thriving.We see them
regularly ( never enough!)and it gives us absolute pleasure to make the effort
to remember and recognise special occasions.In the modern electronic age it is
easier to stay in touch remotely however also easy to lose the art and the
importance of the face to face communication.My message…face to face takes more
time and effort but is worth it x infinity!!
Fletcher
reckons;as a four year old it’s a bit rich rolling out the whole
‘Santa only visits good kids’ thing this far out from Christmas!! Cmon folks youll
have to do better than that haha J.
Speaking of Fletcher, Christine took a third mortgage on the
house and booked him in for a snowboard lesson at ‘Snow Planet’.Sadly our son
was a natural and wants to go back as soon as possible!(see attached).As someone
who dislikes the cold and anything to do with alpine sports and the people it
tends to attract I have to say I am less than enthused.I am secretly hoping he
grows out of it before I have to take a secondary job to fund his future Winter
Olympic campaigns! Arrrrggh!
Speaking of elite sport what about those All Blacks?another
legendary performance in the Tron and more to come against the Springboks next
week in Christchurch!Beuden Barratt for Mayor or PM??
I am certainly in the
mood to have an ‘Upbeat’week ahead, hope you are too…….Cheers Jonesey!!
Harry and the Hendersons reckon they might like to have a
crack at snow boarding!!
“Thank your customers for
complaining and mean it. Most will never bother to complain they will just walk
away”. I like Marilyn
Suttle, she makes sense!
As a sales person I try to tell anyone who will listen that
without a sale you havent got a business.
Then if they are still listening I tell them after the sale
WE all have a new customer to nurture.
Then if by some miracle they are still listening I tell them
that without customers we don’t have a business and without a business none of
us have a job!
It never ceases to amaze me how many people don’t get it when
they are told one or all three things.
In the last week I have run into a number of people in a
number of businesses (our own included) who seem intent on blaming their/our
customers for their own personal flaws or problems.
Some say…..;Rule #1 The customer is always right AND,If the
customer is wrong refer to rule #1.
Others say customers are obnoxious and demanding so how could
this saying ever be right?
The reality is customers are demanding and not always
pleasant however if we react the same way to them then they are not going to be
our customers for long!
The secret is to not let issues with customers wear us down
or make us react badly.That in turn will allow us to show customers empathy and
get them to also see our side of the story.
Too often staff react badly to customers because they see
them as the cause for all their issues and frustrations instead of seeing the
customer as the reason they have a job and a life.
Customer service is a two way street and needs to be seen by
staff as a partnership with customers where they also accept we have
obligations we both must fulfill in order for the relationship to work.
Thing is there are ways to communicate this and they don’t
include demands for payment and understanding without some TLC ,gratitude and
courtesy coming back the other way.
The key message to staff and anyone who has anything to do
with a customer either verbal, written or face to face is if we don’t
communicate effectively with them then someone else will!!
Customer service is not an antonym it is an attitude you need
to live and breathe daily…..do it NOW!
“When you depersonalise
abrasive behaviour and see it is as a call for help you become a catalyst for
the best kind of change”.
“Your customers are
responsible for your companies reason for existing”.
“Compassion is the
shortcut to connection”. I like Marilyn Suttle
(x3)
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