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Making matters worse…

Recently I offered research suggesting technology is actually making us stupid (see http://thequoteguys.com/2015/02/is-technology-making-us-stupid-2/ ).  Last week, while enjoying a delightful discussion about rapidly responding to customers’ requests it dawned on me:

Is today’s technology actually making Customer Service matters worse, too?

One would expect that technology should be making us smarter and better vs. dumber and worser, true?  Welcome to the Department of Unintended Consequences.

Permit me to offer an example.  A while ago I needed to fly to Austin for a client engagement.  It was one week after I had elbow surgery.  Since my arm was set in a cast at a right angle, I was concerned about my seat assignment on Frontier Airlines.  It was one of those online reservations that indicated my seat would be assigned at the gate.  This of course meant, “You’ll be lucky if we give you a center seat Pal.”  I envisioned my elbow sticking out in the face of the person next to me.  Their automated reservation message made matters worse.

Worried, I called Frontier Airlines’ Customer Service line to see if they might acknowledge my situation and offer an accommodation.  The Automated Call Directory front-end to their Customer Service line said they were experiencing unusually high call volumes and my wait time might be long.  This of course meant, “We really don’t want to talk about your problem Pal.  Send us an email that we can ignore.”  Their ACD made matters worse.

Nonetheless, I’m a Modern Man – I stayed on hold and multi-tasked (as they were probably doing) until someone finally took my call.  The conversation was brief, and went along the usual making matter worse lines we have all been exposed to before:

How to Manage an Irate Client Call:

“I’m sorry you’re so upset.  I really feel your pain.  No, I don’t think we can fix the problem.  No, you can’t get your money back.  Well, I am the supervisor.  Let me transfer you to Mr. Dial Tone…” 

Unknown Sage

Being put-off by their lack of empathy, this Modern Man did what many of us do in today’s smart phone era:  I went to Facebook and screamed like a banshee!

Wouldn’t you know it?  Within a few minutes I received a very nice Facebook response from an anonymous Frontier Airlines person offering to help!  And the very nice, anonymous, Facebook person proceeded to pull invisible strings and gave me a window seat to accommodate my needs.

You might conclude that because of this very quick, Facebook response that my overall experience with Frontier Airlines’ Customer Service was positive.  It wasn’t.

Look – if we have to face Automated Call Directory trees designed to loop us through a corn maze until we give up; if we have to speak with some non-empowered Rep reading from an automated screen script that pops up depending on the category of our issue; if we have to rely on social media and screaming like a banshee every time we seek Customer Service; then at the end of this technology-laden, time-consuming; automated, impersonal experience, we will be worse off.

So though I no longer consider Frontier Airlines a viable travel option and would rather take Amtrak; and yes – I highlighted a travel experience knowing we all have our own horror stories.  The reality is this technology-laden, automated, impersonal approach to Customer Dis-Service all too often permeates all of our businesses; many of our own attitudes; and – IMHO – today’s technology is making matters worse.

Yours truly – the screaming banshee.

GAP

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Creepy?

I attended a social media marketing for business MeetUp (see http://www.meetup.com/SocialMarketing/events/192578412/ ) and listened to an excellent discussion about one, main point made at the 2014 Internet Marketing Association conference, “Has the Internet has become creepy?”

Catchy headline (those clever marketers), but the discussion led by Mike Hanbery (http://www.linkedin.com/in/mikehanbery ) provoked me to think about my own position regarding the tactics we in the sales/marketing profession leverage in today’s marketplace.

Permit me to share three examples:

1. “Listening” on social media sites for customer service complaints.

Sound familiar?  We buy something; are disappointed; and call the vendor’s Customer Service Department.  After navigating a seemingly endless automated call directory of options, playing the vendor’s version of, “Where in the World is Mario, my Customer Service Rep?” – hitting “0” in desperation.  Finally we get some poor schmuck who is clueless and/or powerless to help – sometimes even treating us rudely:

How to Manage an Irate Client Call:

“I’m sorry you’re so upset.  I really feel your pain.  No, I don’t think we can fix the problem.  No, you can’t get your money back.  Well, I am the supervisor.  Let me transfer you to Mr. Dial Tone…”

Unknown Sage

Seeking revenge, we vent on Facebook, Pinterest, and the plethora of social media sites to telling the world never to buy from that vendor again!  Then (and only then) we receive a polite, social media response offering to help.  Creepy?

I give – why don’t companies simply staff social media sites with their customer service reps and relieve us from the frustration of calling them to begin with?

My customer service contact info?  (303) 324-1225.

2. Re-posting someone else’s stuff.

Google is purported to have a push today around the principle of “authenticity”.  Further evidence that the Internet has become creepy?

I mean, how much stuff do we see posted on the social media sites these days by Person A who is simply re-posting stuff originated from Person B, who got it from Person C?  Such re-posting of stuff can even be automated with a social media app.  It harkens me back to a simpler (and more authentic) time:

Blessed is the man who, having nothing to say, abstains from giving us wordy evidence of the fact.

Elliot

My “stuff”?  You may or may not enjoy it, but I wrote it, and posted it, personally.

3. Cold-Calling is dead.

Every week I am pinged by someone near my age; who has written a book; proclaiming “Cold-Calling is dead!”; and offering me insight to leveraging social media tools to gain access to my target prospects.  Even those online Customer Service Representatives are being trained to cross-sell/up-sell after addressing the customer service issues we post on the Internet.  Creepy?

These sales reps posing as book-authors suggest that all we have to do is post interesting content on the Internet; become “thought leaders”; and our prospects will flock to transact with us.  Well, my grandmother who was born in Europe and immigrated to this country in the early 1900’s would say, “I’m no believe.”

Back to Mike’s MeetUp comments:

Setting up a Facebook or LinkedIn account is free.  Posting content on these sites is free.  Getting someone to actually see your content – that costs money.

Call me Kooky, but when I want to gain access to a new prospect – I pick up the phone and call her.  Old fashioned I admit; tough to get through to be sure; but creepy?  Not!

GAP

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Accountable…

That word seems to be surfacing often these days.  During my annual physical my doctor expressed a bit of concern about my weight; which, obviously means I have too much of it.  He encouraged me to become “accountable” for my weight and my diet.

Of course, doing so requires a clear understanding of portion sizes; reading food labels; controlling my sweet tooth.  In short, I would have to put forth more effort.  Isn’t there an alternative to being accountable?  I turned to my favorite, Unknown Sage:

Question: How can I calculate my body/fat ratio?

Answer:   Well, if you have a body, and you have body fat, your ratio is one-to-one.  If you have two bodies, your ratio is two-to-one, etc.

Question: I’ve heard that cardiovascular exercise can prolong life.  Is this true?

Answer:   How could that be true?  Your heart is only good for so many beats, and that’s it.  Everything wears out eventually, so how could speeding up your heart make you live longer?  If you want to live longer – take a nap.       

Question: My wife says I should cut down on meat, and eat more fruits and vegetables.  What do you say?

Answer:   Look, what does a cow eat?  Corn.  And what’s corn?  A vegetable.  So a steak is nothing more than an efficient mechanism of delivering vegetables to your system.

Question: Is beer bad for you?

Answer:   Look, it goes to the earlier point about vegetables.  As we all know, scientists divide everything in the world into three categories: animal, mineral, and vegetable.  Well, we all know that beer is not an animal, and it’s not on the periodic table of elements, so that only leaves one thing, right?  My advice:  Have a burger and a beer and tell everyone you’re on a vegetarian diet.

Not exactly “accountable”, you say?  True enough.

That word “accountable” also surfaces often at the office these days – you too?  My colleagues are always saying, “We need to hold So-and-So more accountable”.  (It seems that So-and-So screws up often at my company; yours too?  But I digress.)

Luckily, I was recently invited to an accountability webinar featuring the author of a best-selling business book, The Oz Principle.  The “principles” and theories offered in the webinar were all well and good.  But, wouldn’t you know it?  So-and-So started his webinar titled “Holding Others Accountable”, late.  Then, 12 minutes into his late-starting webinar, I received an automated, email reminder to attend his webinar – 12 minutes after So-and-So’s (late starting) webinar had started!

Not exactly “accountable”, you say?  True enough.  The experience brought to mind T. Harv Eker’s opinion:

How you do anything is how you do everything.

OK, So-and-So screwed up.  The challenge might just be our propensity to want to hold others accountable vs. focusing on our own accountability.

Everyone who works here is expected to work toward being the best he can possibly be at the tasks he’s accountable for.  When he can’t do that, he should act like he is until he gets around to it.  And if he’s unwilling to act like it, he should leave.

Michael E. Gerber

It’s always easier to try holding So-and-So accountable, than applying those same, high standards to ourselves, isn’t it?  Reminds me of Ken Blanchard’s view:

Empowerment means you have freedom to act; it also means you are accountable for results.

Focusing on So-and-So vs. our own actions and responsibilities:  Not exactly “accountable”, you say?  True enough.

GAP

Did you like this little ditty?  You might enjoy my website too:  The Peace & Power of a Positive Perspective© Please check it out.

What to…

Last week I shared coaching from one of my readers, John McCall (see http://thequoteguys.com/2014/01/what-not/ ).  He used a unique approach – what not to do.  As a follow up to “Part 1”, John also offered a yang to his yin.

Before turning to a synopsis of his “Part 2”, let’s ask Wikipedia for perspective:

In Chinese philosophy, the concept of yin-yang which is often called “yin and yang”, is used to describe how seemingly opposite or contrary forces are interconnected and interdependent in the natural world; and, how they give rise to each other as they interrelate to one another.

So here’s John’s yang to “10 Sales Management Sins that Kill Sales Morale and Performance”, I like to call them “10 Golden Rules of Sales Management”: 

1. Honor what’s been working 

Take counsel from top sales people. To the extent possible, document their achievements, sales methodologies, philosophies and processes. Understand from their unique vantage point, what has motivated customers to buy. 

2. Always keep our appointments with our sales people… 

Reinforce the value of our sales people’s schedule and their precious selling time.  Quality coaching time with the sales team is a priority – perhaps our top priority. 

3. Treat sales people like royalty of revenue… 

Nothing infuses a business with enthusiasm and energy, not to mention revenue, more than a healthy, well managed and well compensated sales force. The old adage still applies, “nothing moves until somebody sells something”. Sales is a revenue centertreat is as such. 

4. Unite through diversity… 

All sales people are different. Their career backgrounds, selling techniques, territory and industry challenges, depth of product knowledge and history with the company almost always vary, widely.  Celebrate their differences and we will build camaraderie faster than snow accumulates in Buffalo in February. 

5. Play favorites 

Each and every one of our sales people (just like our children) is our favorite. 

6. Compensate unfairly 

Great sales people make more than marginal sales people; and they make more than their managers. That’s a good compensation plan doing its job. 

7. Share the “bluebirds”… 

Assign all new deals that flow into the organization on a round-robin basis.  Make sure the firm’s marketing engine continues to support the sales people. When trust exists they will fight for us. 

8. Remember who our customer is… 

New sales managers are hired to take control and run things better. Our customers are our sales reps; their customers are the well earned relationships they have built with their clients. 

9. Praise in public 

Every internal and client facing relationship a sales person has is based on caches of kindness, bonds of struggle and reservoirs of trust. Praise them for their toil – daily. 

10.        Listen to sales people with legitimate concerns 

Hearing what we don’t want to hear is exactly what management is hired to do. Our role is not only to fix problems and address concerns; great leaders actually seek problems out because we know the hidden ones are usually the most dangerous to the organization. 

Yes, the sales leadership role is challenging:

But even top management types are mostly harmless when you get to know them.  Given lots of love, some even make good pets.

Rick Levine

As John has coached us, knowing what to do is almost as important as knowing what not to do.  But when in doubt, we should worry more about the what not yin.  Then our team will gladly help us with the what to yang.

GAP

Did you like this little ditty?  You might enjoy my website and book, too:  The Peace & Power of a Positive Perspective© Please check it out.

Impossible? What’s next?

Everyone who works here is expected to work toward being the best he can possibly be at the tasks he’s accountable for.  When he can’t do that, he should act like he is until he gets around to it.  And if he’s unwilling to act like it, he should leave.

                                  Michael E. Gerber 

In over three decades of observing successful sales organizations, I believe the process of hiring, on-boarding, and leading a team of sales professionals can be boiled down into four critical elements of success: 

  1. Approach – Successful sales professionals have a plan.
  2. Activity – Successful sales people find their next sale.  Waiting for the phone to ring only works in certain, illicit industries.
  3. Ability – Clients pay us for our knowledge, skills and experience.  And if we don’t possess these, they can buy over the Internet without us.
  4. Attitude – Maybe #4 on my list, but far and away the most important factor to a successful sales career. 

So what do these four, critical elements have to do with the fact that I am a die-hard football fanatic?  Well, here are two words that are stimulating fanatical perspectives in that profession that we can learn a lot from for our professions – both positive and negative:  Tim Tebow. 

Under the unrelenting, media scrutiny of NFL analysts, former players, coaches, and a sundry of other pundits, the discussion is quite polarized.  On one side are those who focus on his positive image: Christian values; ability to inspire his teammates; and, of late, ability to lead the Denver Broncos to win football games in a quite unorthodox way. 

On the other side are the hordes of critics who claim that what he’s trying to do: “is impossible”; “can’t be done”; “won’t work against good teams”; “won’t work over the long haul”; and on and on and on. 

Now, if I’m developing a football team or a sales team, I prefer to endorse Elizabeth Arden’s perspective: 

            I only want people around me who can do the impossible.   

Yes, Approach, Activity, and Ability are all critical success factors in our professions; Attitude alone is not enough.  At best, having a great Attitude buys us enough time to develop the Ability, to sustain the proper Activity, to enable us to implement a successful Approach

But without the right Attitude, the other three elements, “won’t work in the long run; can’t be done; is impossible”; and all the other polar-negative perspectives we have all heard in the course of our own careers, true?   

It brings to mind a final interview I had once – I was seeking a promotion to the National Account Sales Rep role for ADP when that business growth Approach was first launched in the early 1980s.  The Division President, Greg Pedersen, said (and I can still quote him today as if it were yesterday),

“Pokorn, you’re the best of the worst.  Get a hair cut and buy a couple of new suits; you’ve got the job.”  After I left his office he probably added, “It’s impossible for you to succeed in this job.” 

Well, I’m no Tim Tebow mind you, but things turned out pretty well for me – both in that position and in my career.  And they seem to be turning out pretty good for Tim Tebow at the moment, too.  Impossible? 

            Everything is always impossible before it works.

                                  Hunt Greene 

What are “They” saying that is “impossible” for you to accomplish?  Don’t believe them! 

GAP 

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Sorry – I wasn’t listening…

“I only have to be told twice; once.”

                                                                 Adam Katzenmeyer   

A very wise and profound statement, don’t you think?  In one, respectful sentence, Adam: (A) admitted he was not listening, (B) avoided faking it, or worse, arguing that he was listening when he actually wasn’t, and (C) acknowledged a commitment to listen, going forward.  Profound! 

Adam is a colleague of mine and this is an excerpt from a conversation he was having with one of our clients.  It is an example of lessons I often learn in my job that apply to my life.  One of the extra benefits of being a sales professional – I meet many wise and profound people. Occasionally, their profound statements hit me over the head like a 2×4; other times, the profundity is absorbed more subconsciously.  

Some advice stays top of mind with me each day; for instance, “Don’t be stupid.” Wisdom I picked from my friend and former colleague, Nick Ryder, in the late 1980s.   He and a sales support person from our company had just returned from a client meeting that didn’t go well.  His sales support person had argued with the client, which cost Nick the deal.  Afterwards, when she asked Nick what she should have done different and how she could improve in the future, he offered those three, profound words.  I try to live by them, too (although some days I probably need the 2×4). 

In 1979, my very first year in sales, I remember seeking advice from Rob Denkewalter (my first sales mentor).  I was constantly nervous when presenting to prospective customers.  His wisdom?  “Gary, for your next presentation, don’t wear any underwear.  You will be so self-conscious in front of the prospect that you won’t even think about getting nervous.”  Profound!  But I digress… 

Back to listening – have you ever found yourself in a disagreement with someone, perhaps even an argument, only to realize that you had actually mis-listened and the other person was right all along?  Did you quickly admit your mistake?  Did you ignore it and continue to argue?  Did you retreat to that neutral, face-saving place called a “misunderstanding”?  

I can get so busy multi-tasking at times that I just don’t listen.  (Drives my wife crazy when I’m present – but not present!)  Does that ever happen to you?  When it does, sometimes I can become defensive or I try to hide my mistake.  Not very wise I suppose.  It would be better to follow Adam’s advice, yes?  Of course, first I would need to become more comfortable with my mistake-making.  Do you think it’s pride that makes it hard to simply admit being wrong? 

I don’t think I’m alone with this affliction, though.  I have seen others argue, defend, and attempt to deflect the blame of being wrong almost to the point of absurdity before admitting that they simply weren’t listening.  In most of these instances, the matter was not of great importance to the other person.  But as the debate rages on, the level of irritation ultimately rises, true?  We might all agree that it is often much easier, and certainly more appropriate, to just apologize for not being present, and respectfully commit to being present going forward. 

But no one is perfect.  And if Adam’s profound wisdom needs further, more scientifically oriented reinforcement, Russell Kay offers us Grabel’s Law: 

Two is not equal to three – not even for very large values of two. 

                                                                  GAP 

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Written in Ink…

Who is it that said, “The Internet is written in ink.”? 

When you want to speak to the “Internet Customer Service Department”, who do you call?  For all of the amazing enjoyment of our technology; and all of our social media interaction; once in a while do you wish you could just call the Customer Service Department? 

The other day I had a glitch with Linked In.  After spending an hour searching through online help; texting a few friends; adding in some trial and error; and resorting to the obligatory device reboot; I finally gave up and tried contacting their Customer Service.  Yea – right.  It was an email template, and it really didn’t want to accept my service request.  It kept sending me back to the same help documentation I was in for the past hour. Hmmm, when you need to speak to someone in Customer Service, who do you call?  (The good news – I finally did receive a fix via email – two days later!) 

Permit me to digress… 

I lost a deal once; hoped the loss wasn’t written in ink; so I visited the client after his decision.  During a brief but pleasant “post mortem” the client shared with me the reason.  It was because he would not have to attend training class with their product; whereas we required our new clients to attend a 2-day, in-person training class.  A well-trained client; what a concept!  (And, my company’s training requirement was written in ink.) 

As I researched this competitor’s tactic further I discovered “the rest of the story” as Paul Harvey said.  My competitor didn’t offer training!  The sales rep put a clever “spin” on his weakness, “Our application is so easy to use; you don’t even have to attend training class.”  (Which would be a good thing if true; but they didn’t offer a training class!) 

A short time later, that client quit my competitor.  He didn’t buy from me though.  His bad experience with one company in our industry ruined the chances for all of us – he went in a different direction altogether.  Unfortunately, his poor customer service experience was written in ink. 

Back to today’s technology; is the social media perspective of, “Our application is so dependable and easy-to-use, you won’t need to call our Customer Service Department.”  written in ink?  (It would be a good thing if true; but there often isn’t a Customer Service Department to call!) 

And before we get too carried away with today’s world, it might be wise to keep things in perspective, yes?  Jim Collins offers: 

The truth is, there’s nothing new about being in a new economy.  Those who faced the invention of electricity, the telephone, the automobile, the radio, or the transistor – did they feel it was any less of a new economy than we feel today?                                 

The “those” he refers to are our parents and grand parents.  Think about it – they adopted electricity!  The technology advancements they lived through during the 1900’s, should impress us.  The patience, perseverance, and the ability to maintain a sense of humor that they displayed seems amazing. 

Of course, while technology in their world was speeding along back then, at least when they needed a little help they could always call the Customer Service Department.  (Which was a good thing because before the advent of our modern technology, there used to be a Customer Service Department!) 

I guess it just wasn’t written in ink. 

                                                                  GAP 

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Let’s Rock & Roll!

That is how Joe Carusi, one of the best trainers I have ever learned from (and a mentor to this day), segues into the exercises he wants his class participants to compete.  Joe always has great enthusiasm and his enthusiasm is (still) catching!  

Training, coaching, motivation – they all go together, yes?  When a company invests in good training, by a skilled coach this should be a motivational experience for employees, don’t you agree?  Linda Richardson, another training professional, put it this way: 

            Coaching is for everybody, every day.                                 

Enabling; coaching; role playing; training; giving feedback; teaching; windshield time; instructing; offering you my opinion; providing you some input; doing a ride-along – it goes by many names and comes in many forms, true? 

Take a moment; what do you remember about your favorite coach?  Go on; let the glow of that memory warm you for a few minutes.  Good coaches and good coaching motivates us; makes us believe we can succeed; makes us believe we can do anything! 

Ever have a bad coaching experience?  I bet you remember that person or that training event, too.  Ever sat through a training session that was a complete waste of time?  Ever interact with a coach who belittled you?   You’re right; bad training is not very motivational. 

Last week, I had a coaching session with a colleague of mine.  His knowledge and experience were quite valuable to my writing pursuits.  Unfortunately, his delivery sucked!  Here we were in a detailed review of my web site and although his insight was totally on target, it was very hard to accept his coaching because his “bedside manner” was so personally painful. 

Thankfully, there are many terrific coaches in our world just waiting to help us; and in so doing, motivating us, too.  When you find a good coach, grab on and don’t lose hold!  And if you’re a business leader and think your people no longer need coaching, well you might consider reconsidering.  An Unknown Sage offers this coaching about coaching: 

Common misconceptions about coaching in the marketplace:

  • “Coaching is primarily for correcting behavior” – If we only coach people when they do something wrong, we have missed the point.  It’s about building not fixing.
  • “Coaching requires giving up power and control” – Actually, the manager relies more on influence. The person is still accountable.
  • “Coaching takes too much time” – Coaching only takes too much time if you don’t do enough of it and you don’t do it correctly.
  • “Coaching is soft stuff” – The manager who avoids soft stuff usually does so because it is so hard.  The work is easy; people are difficult.
  • “Coaching is laissez-faire management” – Not true.  Freedom in the workplace, actually just about anywhere, is rooted in strict discipline.
  • “Coaching is simply being a good cheerleader” – A good manager has the courage and inner strength when needed to tell people the truth.
  • “Coaching is like therapy” – Well, to be a good manager and coach one does need a basic understanding of human behavior and motivation, but therapy has no place in your relationship with the people you are leading. 

Yes, I believe good coaching is motivating.  And I love to hear Joe say, “Let’s Rock & Roll!”  The famous, inspirational sales trainer Zig Ziglar adds this perspective: 

People often say that motivation doesn’t last.  Well, neither does bathing – that’s why we recommend it daily. 

                                                                           GAP 

How’s your day?  When life gets tough you could get a helmet – or, you could buy my book The Peace & Power of a Positive Perspective©  Please visit www.TheQuoteGuys.com.

Performing magic

Whether in a business-to-business, or a business-to-consumer setting, Client Service experiences can be a stimulating topic.  I bet you remember your favorite experiences (and maybe a few unbelievable horror stories).  Perhaps you will share one with us? 

Here’s a favorite story of mine.  Back in the days of selling for the nation’s leading payroll processing company, my desk was next to the Client Service team assigned to our largest clients in the Rocky Mountain Region.  These reps were tenured and very knowledgeable, as you would expect.  They were also unbelievably committed to providing a pleasant and professional service to their clients.  To them, delivering excellent client service was matter of personal pride. 

Our clients?  Well, when there was a problem with payroll (especially if the boss’ check was just blown out of the water) a client was not always equally pleasant and professional.  Here’s what happened one day: 

After exhausting every possible way to assist an irate client for the past 45 minutes, and then concluding her phone conversation in the professional manner she had been trained, the client service representative was heard to let out a pent-up, rhetorical question of frustration to no one in particular, “What does thiscustomer want me to do about their problem, perform magic”? 

Ah – magic.  Now there’s a creative client service technique.  Have you ever been in a situation where magic seemed to be the only way to resolve an issue?  I remember my gratitude when magic (or a miracle) saved the day.  And even if the client service representative was just lucky, I still appreciated the fact that my problem was solved.  According to an Unknown Sage, Finagle said this: 

            Finagle’s Sixth Rule:

Do not believe in miracles – rely on them.                                                

When a company’s leaders are committed to client service excellence, they do more than rely on miracles or magic.  They do all of the little things (and some of the big things) to insure our experience as a customer is effective and pleasant, yes?  Excellent client service doesn’t happen by accident; after all: 

If you want happy clients, first make sure that your client services employees are happy.  Everyone has run into that disgruntled client service rep who hates his job.

                                                                 Gary A. Pokorn

Unfortunately, a popular technique irate clients like to use when faced with service needs is to turn up the volume!  I confess – I’ve been there, too.  For me, this is often caused by an urgent situation; it’s occasionally caused by the apparent stupidity of a client service rep; and it almost always surfaces when I get one of “those reps” with “an attitude”.  I bet you’ve met that same rep, too; you know; the one who thinks we caused the problem and we’re bothering them when we call the Client Service Department. 

So even though I want my clients to do as I say, not as I do, working with irate clients is not for the faint of heart.  For some clients, they will be upset no matter what we do.  And when we are on the service-delivery side facing a particularly irate client who insists on turning up the volume, here’s a technique we’d all like to use: 

How to Manage an Irate Client Call: 

“I’m sorry you’re so upset.  I really feel your pain.  No, I don’t think we can fix the problem.  No, you can’t get your money back.  Well, I am the supervisor, but let me transfer you to Mr. Dial Tone…”

                                                                          Unknown Sage 

                                                                          GAP 

How’s your day?  When life gets tough you could get a helmet – or, you could buy my book The Peace & Power of a Positive Perspective©  Please visit www.TheQuoteGuys.com.