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Stop with the stupid customer service questions

Posted by Mat Koenig on July 6, 2013 at 10:52am
One of my biggest pet peeves is when a business to tell you they're about to disappoint you and then they ask you if that's okay.Here's an example we ordered Kentucky Fried Chicken for dinner one time, it was going to take another 3 to 5 minutes for the biscuits to be ready or something silly like that, no big deal.What became a big deal is when the person said it's going to take another 3 to 5 minutes for your biscuits, and then they asked the all too stupid question, will that be okay?What are my choices? Obviously I could say no its not OK but what are they going to do that? So they ask this question with the expectation that everyone will say sure that will be fine.Not to be a jerk, but instead I responded with a question of my own: do I have any choice?The girl looked at me like she had no idea what to say, because the same idiot that told them that was a good thing to ask customers neglected to train her on responses other than sure that will be fine.Just to let everyone know I smiled and said that will totally be fine I'm just kidding.When you get to deliver bad news to a customer, don't sugar coat it, just look at them tell them the bad news, and offer solutions that will make your day better.In this example she could have sad the biscuits will take another 3 to 5 minutes but if you don't want to wait I can offer you cornbread and stat. Would you prefer the corn bread or would you rather wait 30 minutes for hot fresh biscuits?If you would have asked that way, it would have made it seem like I could get immediate gratification, or that I have something fantastic if I was willing to wait.We always have choices and how we handle situations, the next time one of your brilliant advisors gives you some stupid way for sugar coating bad news or alternative choices, just plug your ears and think of your favorite song.Be straightforward with your customers, even if its bad news, and always be ready for a solution that will make your situation better in spite of the bad news.For more about Mat Koenig and the great told we offer to help automotive dealers make money visit http://Konig.co
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Comments

  • Mat Koenig July 6, 2013 at 2:05pm
    Exactly my friend. Deliver the bad news, share a solution :-)
  • Clifford J. Patterson July 6, 2013 at 1:59pm

    I think it is more important to be upfront with the customers when it is bad news.

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