Running a business is typically great, but every once in a while you’re going to run into hiccups that can really bring you down. It’s in these little moments of despair, that redirecting your behavior to a positive and helpful attitude, will yield you the best results. Act irrational and say nasty things that you really don’t mean, and you’ll have a lot of repairing to do. What you need to do, is train yourself to take a few seconds before you react, giving yourself the chance to mentally redirect your behavior to a positive and helpful attitude, making the outcome more desirable.
There’s really no two ways about this. Act out, and the situation is not going to improve, in fact, it’s only going to compound the situation and make it worse. Take a minute and redirect your behavior, and you’ll be positioning yourself for a positive outcome.
When a customer of yours acts irrational and acts out towards you, don’t react. Sit back, listen intently, look to identify and understand where they’re coming from and why they’re so frustrated, and then let them know that you understand, that you’d probably be just as frustrated if you were in their shoes, and that you’re going to do everything possible to make the situation right as fast as possible. This is the way excellent customer service is done. It’s the little redirections in your thought process that will help you have positive outcomes regardless of the circumstances.
Keep it real.
Excellent customer service isn’t about giving someone a snow job i.e. attempting to deceive or persuade them by using flattery, it’s about sincerely caring about making the situation right, but if you don’t redirect your behavior and you slip into the childish, “They hit me, so I’m going to hit them back,” there’s never going to be a positive outcome. In fact, you’re the one that’s going to ultimately lose in the end. You’ve worked so hard to get a customer, now don’t mess it up by having a rubber band reaction that will immediately ruin your relationship. I get it, a customer may not be right, but you need to find a way to make them feel like the resolution you’re providing to them is validating their feelings.
Master the redirection of your behavior to a positive and helpful attitude, and you’ll have many happy customers for years to come. Positive behavior starts with you. It’s an attitude, it’s a lifestyle, and it’s an absolute must to run a successful business.