Ditch the Vinegar and Grab the Honey
This isn’t a health post unless you might consider it a health post for your business.
We’ve all heard the old saying You can catch more flies with honey… and I totally believe in it. Actually, I’m more likely to begin with honey and if that begins to fail, I reach for the vinegar.
My honey journey began this morning when trying to access a shopping site. (what else is new?!) At any rate, there were login and password issues and at one point everything I had in my cart vanished.
This shopping adventure required two separate phone calls. But through it all both customer service representatives were more than helpful, and more than kind. In fact, they were more than just polite. They were (and this is not to disparage anyone in the north) dripping with southern charm. Now that I think about it, at one point I accessed the OnLine Chat and that person typed in a friendly tone.
This whole shopping trip could have turned into a Forget it….I’ll go elsewhere situation but for the representatives. They helped and offered to take my order over the phone.
This is often what can make or break your business. When an issue comes up, whether it’s your fault, their fault, someone else’s fault, make that person feel like you are their #1 priority.
What else can you do?
Place a mirror on the representative’s desk!
Years ago I did this with my consultants at the placement agent I managed. When they looked and saw a frown, a smirk, or anything other than a smile on their faces, they knew to change that quickly!
Believe it or not, it made a difference.
Make sure your frontline person (and that’s you if you’re a one-person show) is totally invested in the company.
Help them understand everything that goes on in the company and where and how to find answers. It’s a lot more reassuring than having them come across as nothing more than a note taker that will pass your concern on to someone else.
Beginning with honey is a lot easier than starting with vinegar and the results are a lot sweeter.