Sales Tip of the Week from Mike Leeds – Pro Sales Coaching
It all can start with a smile and a kind word.
A smile and/or a kind word can melt an iceberg and help set the tone for a great conversation. In many customer interactions (especially on the customer service side of things) there is unnecessary tension, and that first word or even that first look is critical to the success of the conversation.
First – let's change our negative expectation when it comes to what we believe can be a challenging customer service interaction. From the service provider perspective – let's assume the customer wants to hear "yes" and have their issue handled. From the customer perspective – let's assume the service provider wants to say "yes" and help you. For the most part, people on either side of this exchange don't plan to be tense and terse when they start out their day, and they both want the conversation to be successful.
Second – even if the other person is tense and terse, it doesn’t mean you have to be. Try "killing them with kindness." Many times, you'll find the other person immediately backs off, is much more pleasant to deal with, and your experience is dramatically improved.
Third – anticipate and prepare for the situation. If you know there is going to be a long line (like store returns after the holidays or when tickets go on sale for a special event) - deal with it. Otherwise, consider going at an off-peak time, try an alternate method (over the phone/internet), or bring a book to read. Unfortunately, some organizations are under-staffed, but this isn't the time or place to take it out on the people you’re currently dealing with (from either side of the conversation). A later conversation with the appropriately empowered people may certainly be in order.
This blog was inspired by a trip to the Motor Vehicle Division (MVD, or to some of you in other states, the DMV). I got there a few minutes before they opened, and there was already a line of nearly 50 people. Tension and attitude was already in the air when the doors opened at 8:00am. The employees were acting defensive and blaming what would be our long wait time on budget cuts. The "customers" were agitated at the MVD people because there was a wait – as well as the poor attitude being displayed by some of the employees. Both sides of the room seemed to be braced for confrontation - the time was now 8:05am.
When I got to the information counter to get my number, I smiled at the person behind the counter and said "good morning." These were not the words she expected from me, and she appeared to be pleasantly shocked. She asked how she could help me this morning as opposed to how she greeted the person before me in line with a "next" and "what do you need?"
While waiting for my number to be called, the people next to me were really agitated by how long this was all taking, how late they were going to be for their next appointment, and how slow these MVD people were. They started talking to me about the wait and who was at fault – when they shared with me why they were at the MVD this morning. Okay, this is when it got really interesting. The issue they came in for could have easily been handled over the internet or over the phone. So, very carefully, I asked them if they had tried to accomplish this task on-line. They then got mad at me; because they didn't know they could do that. They verified my information with an MVD employee and stormed out of the building – the time was now 8:12am.
My issue was handled and I was out the door at 8:25am (frankly, I thought it would take longer). Since I'm a fairly impatient person, I do wish I could've handled it on-line and of course I wanted faster service. (I'm still convinced that pressing the elevator button more than once will make it go faster.)
However, there are some things that we can handle differently. It's amazing how some people can respond to certain issues and will not take any ownership. Look, like it or not, there were budget cuts at the MVD, and there is going to be some additional work for the staff and longer wait times for the customers. It's usually not the fault of the particular person you're dealing with, and the success of a customer experience depends on both parties.
You know what they say about first impressions – so let's practice it. It all can start with a smile and a kind word.
Have a great sales week!