Is it an employee’s world? Or a consumer’s world? Maybe even an employer’s world.
First of all, if you are a job seeker, this is an employer’s world. Especially during this lovely recession. That’s another topic for another day.
On several occasions, I have received horrible customer service from employees who treat their customers as if it is an “employee’s” world. How I came to this conclusion is when I feel like I am inconveniencing the employee by shopping or needing their assistance. In better situations, I have been treated as if the survival of the company depends on my business. This is obviously ideal.
So, as an employee or business owner, what shall we do to inspire a mindset of a “consumer’s world”?
Treat your business as if the survival of the company depends on your customers. There are other factors involved (like employees (teamwork), and other business decisions) but that’s for another time.
In my own hobby business, I have a product that I offer to business owners to resell at their shops. On some part, I call the shots, (like pricing based on how much business they give me and my operating costs). However, if I only offered what I wanted to offer when I started, my business would have died a year ago. By offering a product that better fit the shop’s clientele, or even just whatever they wanted, my business was able to continue. Lesson learned, be flexible.
Being flexible is also applicable to customer service positions. When you are with a customer, keep this in mind, “If it weren’t for customers, I wouldn’t have a job.” Or you may receive less hours, due to less business. Or a less likely chance of a pay raise because of a decrease in operational efficiency. Be flexible, be understanding, be patient. Flexibility is also shown when making business decisions. Making approved exceptions, like waiving a fee, can secure loyalty of a customer.
Have you ever had one of those days when your hairdryer caught on fire and then your truck wouldn’t start because it’s old and it was way too cold last night? Then your employer comes back from vacation and finds everything that went wrong within the first few hours you started work that morning? Put you in a bad mood huh? Well, that’s not the customer’s fault. When they come in, they only need to see the person who will facilitate their transaction. I bet you’ve heard they saying, leave it at the door, huh? I hate to sound like a broken record, but really, “leave it at the door.” Now I understand that this is harder than it sounds sometimes. Trust me, I have found out about deaths, been coached in front of customers, been yelled at, and been in relationship fights before work, and it has pushed my buttons. If you have to, go take a break, sit in your car, collect yourself, drink a glass or water, splash your face with water, touch up that makeup, put a smile on your face, and get back in there and give your best. Remember, your employer hired you to do the best job possible from 9-5, and you represent the company, so take care of that customer. Your customers need your services, not to feel the wrath of which is not their fault.
To inspire “a customer’s world,” keep these things in mind:
- Be flexible
- If it weren’t for customers, business would not progress or even survive.
- Leave your problems at the door