The SILVER SIXTEEN™ - Creating Extraordinary Customer Hospitality
1. Breathe. When we don’t get enough air we stop thinking & only react.
2. Refresh yourself. It’s nearly impossible to give to others when you have yet to receive.
3. Talk with people not at them. “I” relaxes them & helps them to listen. “You” erects auto-defensive barriors.
4. Say it in a different way when it’s not clear at 1st. Don’t just repeat yourself. Repeating doesn’t make the
unclear any clearer.
5. Know your limits ahead of time. When you know you don’t have authority to make something right: a. know who does, b. stop them from wasting time telling you what they’ll have to retell someone else, (I can’t think of anything more frustrating) c. get them to the right person as quickly as possible & d. follow-up with them.
6. Say what you can & will do, not what you can’t or won’t.
7. Start using the words when instead of if; use and instead of but. If is a fantasy. But cancels everything that
came before. Use the positive not the negative. Think about it!
8. Sometimes listening to let them blow off steam is enough.
9. Plan ahead. Ignoring what may become a problem is sure to become a problem. More fantasy thinking.
10. Solve a small portion of the problem even when you can’t solve it all. That 1st step may give you insight to the next steps to be taken. It also provides immediate relief.
11. Honor people, know their birthdays, their anniversaries. Celebrate with them.
12. Thank people. They don’t have to use your services (church, bank, store, doctor office, tech firm).
13. Smile at people. Find ways to laugh with them. It may be the only joy they experience that day.
14. Keep your commitments & keep people informed.
15. The anger that people appear to express is really fear. When you view them as afraid (that they won’t get
what they need or they’ll be late, etc.) you’ll deal with them in a totally different, more kind & effective way.
16. Enjoy! When you don’t like what you are doing it shows. Yes, we must all work & we aren’t all lucky enough
to secure work in an area of our passion. We can, though, experience our passion outside of our jobs if
need be. Start a hobby, volunteer in the area you love, share your enthusiasm with others.
Bring the passion to your work from where ever you experience it & your customers benefit too.
©2008 Training with Marta - Marta Varee Pearson
That STITCH IN TIME
Back a few years my daughter (she was living in Hawaii) called after a discouraging & negative experience at a school conference for one of her children. She wanted to know if the problem was with her (because this wasn’t the 1st time or place this type of situation had occurred) or was it them?
I told her that unfortunately she may have to get used to it because she was talking about the poor customer service that is the standard today in every type of business & organization in too many locations.
In my part time employment I spoke at many locations about the need for foster parents. Recruiting new parents was an ongoing challenge, much more so than retaining the wonderful foster parents already volunteering. There, as in my Training with Marta business I make sure to ask people “what do you need” & follow up with “how am I doing”?
I’m happy to say that people are pleased. There’s no magic involved & it isn’t difficult. I make every effort to provide what I call “Extraordinary Customer Hospitality”. When it is what I would want, that’s what I want to give.
So check the “Silver Sixteen™” above.
I know we’re all busy; management often cuts staff to a minimum number to maximize profit or prevent financial downturns. That makes it hard. Not doing these things early, from the start & regularly makes it harder.
Popular sayings are around for a reason. One I think of often (& didn’t practice as often as I now do) is “a stitch in time saves nine”. When I don’t repair that tiny little hole in my shirt it becomes irrepairable & gets thrown away.
Sooo, thanks to everyone I work for & with.
I plan to up my level of hospitality.
Tell me what you want, what you need.
I'll do my very best. I AM here to serve.