Great customer service is easy. That’s why it bewilders me that so many companies get it wrong. Great customer service is a mindset choice of either yes or no. Nothing more, nothing less. Companies that are great at customer service first respond to customers with “yes answers” and those companies that are poor at customer service first respond to customers with “no answers.”
Are there times when you have to say no to a customer? I used to think the answer was yes. But, the more and more our company steps out and takes a yes first attitude with our customers, the more and more I believe there should never be a time when you have to say no to a customer.
Countless examples come to my mind where a customer contacts us with a problem, or leaves feedback that they’re not satisfied. Often times that first contact or feedback takes on an attacking tone because they’re ready for a poor customer service experience. However, the customer becomes completely disarmed when we approach the problem with an attitude of “what can we do to solve this problem that would make you happy?” Numerous times we’ve been able to turn customers that rate our service poor because on an isolated situation to fans of our company.
Have we had to change how we conduct our business? Sure. We take returns on items that, in the past, we would have pushed a “you purchased it in as is condition, and it’s your problem” attitude. The transition to “how can we make you happy” was a difficult adjustment. However, we find ourselves spending less time fighting customers, and much more time working with customers to make the customer experience positive.
Despite my attitudes, I occasionally have the displeasure of working with people who take a “no first” approach to life and customers. I’ve got to say these experiences are some of my least liked experiences. I think people take this attitude because of a number of reasons – but I sometimes think it’s a mixture of underlying problems. In particular control issues, power issues, fear of the unknown, and are just a few of the underlying issues that drive the “no first” approach to life and customers. Granted, I’m often fearful of the response when I give the customer options to resolve a problem, and always include the option “or, some other solution that I’ve not outlined that would make you happy.” However, not once have I felt taken advantage of by a customer when they’ve selected the “nuclear option” of xyz is the solution that will make me happy.
In the end, if you’re truly looking to change your experiences with customers, and even your relationships with others, start exploring ways you can answer yes to requests and not make your first jump to how can I answer no to requests. It’s a mindset change that will have immediate positive results in your business and life.