Guest Blog: Navigating the Weeds
This week on our Friends on Friday guest blog post, my colleague Steve Curtin talks about what to do when we feel overwhelmed with customers who demand immediate attention. He shares some great tips to handle these delicate situations. - Shep Hyken
Sometimes, through no fault of your own, you find yourself overwhelmed by demanding customers who may feel entitled to immediate attention. Maybe a large tour group just arrived at your hotel or restaurant, or you are short-staffed due to job vacancies, call-offs, or lean scheduling – and a line is starting to form…
In these instances, even careful planning and preparation may not result in the seamless service you would like to provide to all of your customers. But there are ways to achieve stellar service even when faced with long lines and impatient customers:
Acknowledge the customer. Make eye contact and nod. A customer may feel anxious if you don’t acknowledge his presence, especially if other customers are also waiting to be served. Many delicatessens and service counters alleviate this anxiety by issuing numbers and serving customers in order.
Smile – a lot! Customers can easily detect tension in your body language. When they do, it may make them feel anxious and uncomfortable. A perennial UCLA communications study suggests that 55 percent of one’s likeability comes from the visual effect: her body language. Saying “I’ll be with you in just a minute” with a serious or critical expression on your face sends a far different message than if the same words were said through a smile.
Communicate early and often. Most customers will understand delays and other setbacks if there is adequate communication during the wait. Flight delays are a classic example. When there is adequate and reliable communication between gate agents and passengers, then passengers can make use of the delay to work, shop, dine, etc. It’s when the communication is inadequate that passengers become restless and upset because they are unable to venture from the gate area for fear that the plane will leave without them.
Re-deploy and cross-utilize staff. Apple Stores do a great job with this. If you need help on the sales floor, reps are there. When you are ready to buy, there is no line to wait in because the same rep can complete the purchase transaction with his hand-held payment device. Is your product stocked in the backroom? Don’t worry about a lengthy wait in some line. He will retrieve it for you personally.
Entertain. Disney does a magical job of entertaining its customers while they wait in long lines to experience rides or other attractions. By having characters interact with park guests or providing overhead flat screen television sets designed to entertain, prepare, and engage the guest while they wait, Disney effectively reduces the perceived wait time for its guests.
Freebies. I once waited in a long line at a Starbucks store in Virginia. When I finally received my latte, the barista also handed me a free drink coupon. It was a nice touch. Most often, when customers wait in long lines, they feel helpless and taken for granted. In this case, I felt appreciated that my wait had been recognized and deemed unacceptable by the staff.
While it is impossible to anticipate every variable that contributes to an operation being “in the weeds”, there are times when planning is the difference between exceptional and poor service quality. For instance, if you are expecting a large group because of an advance reservation then staff accordingly – even when this requires some creativity (e.g., reallocating staff from other departments or locations, utilizing temporary labor, etc.).
Maybe it’s not a staffing issue. Perhaps it’s a logistical issue. If so, anticipate the processes that you will need to address before the group arrives. In the hotel industry, that may be the arrival process (i.e., guest registration, baggage handling, etc.). A restaurant may suggest a prix fixe menu that will streamline the ordering process, resulting in more efficient table service during the event.
Most businesses benefit from receiving lots of customer traffic. When the traffic comes, remember to apply these useful tips. Whether the volume is anticipated or not, you must be prepared to address and serve your customers in ways that reflect the service priorities of your business.
After a 20-year career with Marriott, Steve Curtin now speaks, consults, and writes about raising customer service quality from ordinary to extraordinary. Learn more: www.stevecurtin.com
For more articles from Shep Hyken and his guest contributors go to customerserviceblog.com.
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