sometimes the answer is no

Don't let the bastards get you down!

I hate saying no! There is something deep inside my psyche that screams failure when I’m unable to please people, which is probably one reason I am so good at customer service.

Rule number one in customer service is the customer is always right. The reason for this rule is simple; if you don’t aim to satisfy, you have no customer. Unfortunately, some consumers take advantage of this mantra and use it as an excuse to abuse those who are trying to serve.

Ahh, the salad days…

Back in my bridal days, I would do back flips (not really, this is a metaphor, you know) and tap dance in order to please brides. It was my duty to make “yes” statements and fulfill their innermost wedding dreams. Overall, I loved being part of her fantasy wedding.  It was great fun when a happy bride returned and showed pictures of her fateful day.

Too bad it was not all champagne, unicorns and rainbows for all of us. Some brides had problems with their gowns. Others had issues with bridesmaids, groomsmen, flower girls, etc.

Perhaps it was my fault, or one of the other bridal consultants who worked for me. Dresses came incorrectly, people mis-measured themselves, brides called off their weddings. I could go on for days about what could or did go wrong. The point is, sometimes mishaps were controllable and others were beyond my control. Whatever the complaint, I reacted similarly and took care of the customer.

Back to the present

Recently I have witnessed some of the nastiest customers to date, both at work and while shopping on my own. I understand that the economy is still in the toilet and people are grumpy, stressed out and broke.

This is no reason to take aggression out on a sales person or customer service agent. While in line at a convenience store a woman was shouting at the clerk because the store was out of a certain brand of cigarettes. Maybe this should be a clue to stop smoking (I know, it is another story altogether). I was appalled and embarrassed even though I had nothing to do with the situation.

What the woman failed to realize is that sometimes the answer is no. We are out of the brand, size, or style you were looking for. It is nothing personal. There is no conspiracy to displease you and leave you wanting.

As much as I hate saying no, I abhor reactions I get even more. Why add to the world’s stress by being inconsiderate of others? Is it really the clerk’s fault the store ran out of something? People are spending less and in turn stores are carrying lower inventories. It is the way things work; Supply and Demand.

OK, enough ranting already!

I will now step off my customer experience soapbox. Ranting is a great way to vent, but does it really solve anything? We all need to relax and realize that we are all in this together. Look at the bigger picture and see what you can do to make a difference.

Instead of growling, smile and become empathetic towards others. Stop thinking about your all-consuming problems and focus on something/someone else who may benefit from a thoughtful comment. Be the solution and not the problem.

What are your thoughts about the current state of rampant overreactions? Share your thoughts and comments. Better yet, next time you go in a convenience store (or any other for that matter),  show compassion and ask the clerk how his/her day is.

 

Related articles

• What exactly is the cost of poor customer service? TalkTalk provides an answer (thecustomerblog.co.uk)
• 5 Steps to Better Customer Loyalty [Customer Retention Tips] (customerthink.com)
• Attention Customers: Service Is A Two-Way Street (christinepechstein.wordpress.com)
• Customer Service Is Not A Set Of Rules…..It’s An Attitude! (knockoutcustomerservice.com)

Don’t lie and say that you love me

Why do people lie? As a customer experience connoisseur, I come across salespeople, managers and even customers who find it necessary to utter untruths. I have caught my 13 year old son in more than one lie regarding his homework, which brings me to a conclusion that a major reason for lying is to avoid an uncomfortable situation.

It is understandable that you can feel awkward telling a salesperson that you don’t want what is being sold. Reasons for not being satisfied vary, but the nagging feeling that you are hurting the salesperson’s feelings remains. Generally, people want to be liked and fear rejection. I want to be liked and take no pleasure in telling people no. However, I realize that I am doing the salesperson  no favors through lying.

Tales from the fitting room

In a high-service business, you become more involved with the salesperson who is helping you. For example, fitting room service in a clothing retailer should include an associate checking on you periodically to ensure that you like what you are trying on and to change out things that don’t work, while offering further suggestions. When the associate visits your fitting room, you should not lie to her and tell her that everything is perfect if it is not. Give her the opportunity to make wardrobe adjustments or to bring you something more suitable. After all, she is there to service YOU!

Here come the brides!

In my past life as a bridal shop owner, it was customary for a bride to try on several gowns before choosing one. Often, the bride would leave without making a purchase. She may revisit the store again, try on more gowns and still choose nothing. No, it was not fun for me playing dress-up with no perceivable end in sight. It was all part of the nature of the job. Choosing a wedding gown is an important task and the idea of committing to one dress (kinda like to one man) is sometimes stressful.

The point is that although I routinely placed girls in beautiful, expensive dresses that they may or may not purchase, I did not take it personally if I could not help them in their quest for the “perfect” dress. It is slightly amusing when customers walk into a store or business, look around then try to sneak past the salesperson on duty. Trust me, she sees you and it is OK that you are leaving empty-handed. The associate would rather you become a converted customer but she also realizes that she can’t help everyone and that she may not have what you need.

Lesson learned: wear your big-girl panties

A friend told me that when she gets up in the morning, she puts on her big-girl panties. She is not going to fall apart if you reject product she is selling. As a customer, you can remember that her big-girl panties will protect her from rejection. Next time you find yourself in a store fitting room, take the opportunity to let the expert working there help you. If she is any good, she will not attempt selling you items that look bad on you or are inappropriate for the occasion. Remember that it does YOU a disservice to tell the salesperson that everything fits when in reality you need something else.

Are we over-promoted?

When you shop, what entices you to make a purchase? Is it price, the style or make, excellent quality, or just because it is on promotion? In my observance, it seems as though promotions are the defining factor for sales. Gone are the days when you go into a business or store, ask for something and walk out with a purchase at full price.