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By Laurie Guest
Maybe you’re like me. Many times over the past months, I have found myself paused in my path. It’s a pause that I can’t quite define, but it’s akin to indecision and that is not a road I find myself on very often. See, I’m a quick thinker and an even speedier decider. Ask anyone who has ever shopped with me. I’m good for one grand tour around the shop and then it is pay and go. If you’re a browser, I’m not your gal pal for shopping. When I create a plan in my business there is a healthy SWOT analysis, then I am off to the races, full steam. Looking back is not an action I was taught. In fact, my father many times would say to me, “Laurie, there is no sense looking in the review mirror, you can only focus on one direction and that is forward.” That’s why when the pandemic hit and most of us faced an abrupt change in how we conduct business, I didn’t freak out. I didn’t rush around and take quick action, I just faced forward. However, for the most part, I stopped moving at all. I stood still on purpose. Facing the unknown is like walking in a dense forest at night. Even with a flashlight in hand, you can only see a few feet in front of you. The darkness that stretches ahead is filled with the unknown, which can be scary. Turning and running back where you came from doesn’t help, it’s just as uncertain in that direction. The opposite reaction is to bravely put your head down and sprint as fast as you can and hope that you reach the other side without tripping on any hidden obstacles. Neither of those choices made sense to me. Moving cautiously, one small step at a time, while allowing myself the grace to rest and not keep up with everyone else was healthy for me. However, I knew that if I kept this mindset long-term there would be consequences, bad ones. Early on, I promised myself that after five months of pausing, I would make a decision on what my next action would be. My choices ranged from retire early to build a bigger boat, with a lot of options in between. In fact, it is mind-numbing the amount of options that exist for what I could do next. As the date approached, I realized that the real answer has to do with the flashlight, not the path ahead. It dawned on me that if I could use a brighter flashlight, I could see the path much better. With a little confidence, my strides could be longer and faster allowing me to pick up some momentum. Is that true for you too? Have you thought about how you can build a brighter flashlight? For me, I found my brighter flashlight in these three things:
A client recently asked me to do an hour–long program on confidence. This is a topic I have never spoken about before, so it forced me to stop and think about what goes into creating a confident self during challenging times. I had a blast giving the program, but what mattered most to me were the emails I received from several who watched the show and said it was just what they needed to hear right now. That’s when it occurred to me that maybe I can be a brighter flashlight for someone who only has a candle. Planning your next event? Get in touch with us at the Capitol City Speakers Bureau today to schedule your ideal speaker and make your event a success!
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By Laurie Guest
If I said, “Let’s play a game of tug of war,” but gave you no other instructions, what would you do as soon as I handed your team the rope? Of course, you would pull as hard as you could against the other team and try to drag them to your side. That’s because the object of tug of war is to get all players on the same side of the line using force. The team with more strength will pull the other side across the line for the win. Tug O’ War Strategies A lot of people make this mistake in business. We try to win others over by forcing them to see it our way. For example, a front desk assistant says to a customer, “I’m sorry, but that’s our policy. There isn’t anything I can do about it.” This is not a statement that will win over anybody. This scenario is like a tough game of tug of war. The customer pulls from one side of the desk, while the staff member pulls from the other. Both are determined to get their way. Now, I would like you to think of the rules of tug of war and replace the words “with force” to a different word and see how the situation changes. Let’s try it. The object is to get all players on the same side of the line…using compromise. “Well, we may be able to divide your fee into payments, but I’ll need to ask you to put down at least a 50% deposit for us to offer that option.” Let’s try another one. The object is to get all players on the same side…with bribery. “We’d be able to knock a little off the fee if you let us put a sign in your yard that says we’re the company doing your re-roofing work.” You do something for us; we do something for you. Another common example of this tactic is when we say, “Today only. Buy one, and get one free.” How about this one? Get everyone on the same side…with peer pressure: “We’re only five new members away from meeting our goal. What would it take to get you to sign up today as a new member?” An Advanced Lesson in Staff Development: A Winning Strategy The list of examples could go on and on. Each one can work, but my favorite way to win someone to my side of the line is through influence. An influential statement might be, “I’m confident we can help you meet your goals by the properties of this new technology. Are you ready to learn how?” Looking for opportunities to turn a tug of war game into an exercise of finding solutions does not come automatically to most staff. We’ve given them policies we expect them to follow and, hopefully, an empowered environment that allows them to think for themselves. We expect solutions-based thinking. A winning strategy is found in the story of a minister on the West Coast, Will Bowen, came up with the idea of a rubber bracelet that would promote a positive attitude. He asked his staff to wear a rubber bracelet. Every time they said something negative, they were asked to take the rubber bracelet off and move it to the other wrist. When the next negative statement was said, move it back. It’s a back and forth game until you condition yourself to quit speaking in a negative way. I first heard about this story when a manager at one of my events raised her hand and shared how she bought the bracelets to use in her business. She started to laugh when she shared about the person on her team who was a boat rocker, a trouble maker, the one she was hoping would catch the drift and change her negative language. After a week of wearing the bracelet, she reported the staff member walked into her office, threw the bracelet down on the table, and declared, “I am not wearing this anymore!” When I asked her why, she replied, “I am so tired of changing it from wrist to wrist. I’m sick of it!” We all got a big laugh out of the fact that she didn’t understand the whole lesson was not about continually changing the bracelet, but her way of thinking. Change the mindset, and you don’t have to move the bracelet. You truly do get to pick how you want to react to things. Avoid making conversation into a tug of war. Look for ways to influence and find compromise. This will lead to an amazing guest encounter. Looking for your next healthcare speaker? Get in touch with us at the Capitol City Speakers Bureau today to make your healthcare event a success! By Laurie Guest
Anyone who performs their work in front of others where applause is customary after completion will understand this immediately. We thrive on strangers noticing us. Athletes, actors, entertainers, and speakers are all cut from a similar cloth. We spend tremendous time alone perfecting our craft, followed by the adrenalin rush of performing, and ending with affirmation that we “done good.” Get paid, rinse, and repeat. That’s our story. When we, along with other non-essential workers, were all swept up in the stay-at-home order, we scrambled to make adjustments just like everyone else. However, the applause-based workers have one of the longest runways back to “normal,” and we are unlikely to see any large crowd engagements this calendar year. That leaves us with LOTS of time to think and cope. My way of feeling productive during a difficult time is to ponder and write. Here are the seven things I learned in the past three months... Our dog loves this new way of life. Meet Otis Campbell Guest. He is an 11–year–old schnoodle. No matter where I go in the house, I can hear the click-click of his nails following behind me. I have been with him almost 24/7 during lockdown. Don’t let his cuteness fool you! He can be a bit much. However, he is wicked smart and if we had spent more time training him, I am confident he could balance my checkbook. But, one thing we haven’t ever insisted on is staying out from under the table during meals. Now that we actually EAT three meals a day at home, this was something we HAD to fix. They say you “can’t teach an old dog new tricks,” but that’s simply not true. In three days, we taught him that “footstool” means go to the living room—three giant steps away from the kitchen table--and sit on the footstool while we eat. (By the way, I make the whole family verbally “applaud” him every time he does it, “Good boy, Otis, good boy!” That is what makes him repeat the behavior.) Why did it take a pandemic to put that command in order? It makes me wonder if there are other things that have never bothered me quite enough to change, but would vastly improve my life. What new rule can you put in place at home or work that is long overdue? Now is the time. Our 19 year-old doesn’t love this new way of life. Allow me to introduce our daughter Ellie. She was enjoying her first year as a college student at a wonderful art school in Milwaukee. Packing up her stuff to return home early and finish her year online was disappointing, as it was for many students. She went from the freedom to control her daily activities to instantly having to follow our house rules, especially those associated with wake vs. sleep hours and time spent on homework. I quickly realized we needed middle ground for our very different lifestyles. After much consideration, we found a perfect solution. The second floor of our house includes her bedroom and a spare room turned into an “art studio.” When she is in either of those rooms, she is “in Milwaukee,” so I pretend she isn’t even here. Her choices are her own. When she comes downstairs for meals or social time, then she is “home” and I can get all up in her business just like any mom does. This concept saved our family. Once we established these boundaries, we have had very few disagreements and she was left to her own devices to finish her school year strong. It’s required each of us to give a little. But isn’t compromise what makes the world go round? What adjustments do you need to make in your workspace in order to decrease confrontation and help transitions? Hair stylists are essential. Nuff said. Some tasks won’t get done no matter how much free time we have. This lesson surprises me a just a bit. There are so many things we say we would like to do if “only we had time.” I had 12 uninterrupted weeks of time, and there are still a few things I didn’t do. Work out, organize hundreds of photos, and learn to cook better are all things I really thought I wanted to do--if only I had time. I was wrong. What surprised you during these 12 weeks? What are you wondering? I would love to hear about it and make it part of a future article. Surprise and wonderment are such interesting topics. I made the right choice with the big decision. There is no doubt that doing life with someone you love and respect is vital to happiness. It is even more important when you are locked down with that partner. Thanks to Tom, my husband of 29 years, for being a joy to be with, even if it is every minute of every day. I’m including this on my list not for you, the reader’s sake, but for mine. When I reread this post in the future, I want to be reminded that I am very lucky person and that should never be taken for granted. Is there someone in your life who deserves some praise and applause from you? Don’t delay, do it today. We are a resilient and creative human beings. Sitting back and watching the really unique and fun things that others created, either out of necessity or boredom, was amazing. In order to keep my own energy and enthusiasm alive during a challenging time, I would look for one creative thing to watch every morning to jump–start my day. Like the Mark Rober, the guy who created a squirrel obstacle course that over 23 million people have viewed. I realize the video is more than 20 minutes long, but you must watch the whole thing. I laughed and I learned. It is excellent. I even tried my own hand at a DIY project. It failed, but I turned lemons into lemonade when my friend Kay Frances interviewed me on her new series “How Hard Can It Be?” She cracks me up. Last I checked, it had 61 views so we are catching up to Mark fast. What new thing did you try? Whose creative spark made you laugh, learn, or feel something? Did you reach out to tell them how much they inspired or entertained you? Real friends appear when you need them. Staying in touch with friends through regular Zoom chats, text messages filled with funny memes, or LSD (Let’s Social Distance) parties boosted my spirits up on challenging days. In April, I made one phone call a day to a colleague in my industry to support each other. In May, I did the opposite. I tried a personal sabbatical and only connected to those who reached out to me. Here is the part that makes me very happy. The number of conversations each month were equal, meaning I “got as much as I gave.” Thank you to those who took the time to think of me and care enough to reach out. How are you giving to others? It is so true that our cup refills faster when we keep pouring out what we can to those who are thirsty. During this rough season of our lives, there are many kinds of thirst. I believe that EVERYONE needs applause in one way or another and it is our responsibility to put our hands together for each other every chance we get. Let’s go do some clapping people! Looking for your next healthcare speaker? Get in touch with us at the Capitol City Speakers Bureau today to make your healthcare event a success! By Laurie Guest
We have never seen anything like this: a total disruption of our world. This pandemic has impacted our daily lives from small things like gathering with friends to the huge alterations to our livelihood and financial stability as a country. After more than two weeks in my self-sequestered status, I have gone from furiously counting toilet paper rolls on hand to thoughtfully strategizing my business model for when this over. And it will be over. We just don’t know when. As a professional speaker, trainer, and author on customer service, I’ve received many questions from clients on how to handle the interruption of income, the inability to open doors, and the insecurity about when and how to reach out to customers. While the course of action will vary depending on your industry, one thing I know to be true? Now is not the time to lift your foot off the accelerator and coast, waiting things out, or brake and stop all activity. My speaking colleague and friend, Bryce Austin, is an avid race car buff. He shared this interesting fact with me: at Road America, there’s a turn called “the kink,” where cars must go through a tight turn at well over 100 mph, in between two concrete walls. Scary stuff. But Bryce says that tight turn can be a game changer in a surprising way. “Winners of races at Road America overcome their fear of ‘the kink’ and keep their gas pedal flat to the floor. It’s a perfect place to pass those that let fear and doubt get the better of them.” We are in the middle of “the kink” right now, and his advice can help all of us not just survive the twists and turns we’re experiencing. It can help us come out at the end of all this in a better position than we are now. So, if you’re ready to leave fear and doubt in your rearview mirror, now is the time to put the gas pedal down. What does that really mean? In my world, it means focusing on internal processes and improving them, writing more, and spending real time sitting and thinking about what the new normal might look like and how I can be a resource to those who need it. For you, it might be using downtime to train your staff on how to improve service levels when the “all clear” comes. When your competition pumps the brakes because of their indecision about how to communicate with customers, that is your chance to accelerate “into the turn.” Smart Communication During Challenging TimesConnecting and communicating with clients and customers is essential during this crisis. But to be effective, your message and method need to be strategic and intentional. Here are two important guidelines: Craft messages that are relevant to your customer A well-crafted email, a social media touch, or a phone call are all options for connecting. However, beware of blasting your message to a list of people who have never been customers. I’ve received dozens of emails from companies telling me how they are handling the virus and offering to be a resource, but many of them have no social capital with me in the first place. I’m just an entry on a database somewhere. I had a speaker I met for the first time at an event last year (someone who would not give me the time of day when face-to-face) offer, via an email blast, to be my trusted coach because he cares about me so much. Total disconnect and a turn-off for sure. I will never do business with him, even when we arrive at better times. Develop messaging that fits the stage of the disruption In the early days of this crisis, the best type of message contained up-to-date closure information and steps being taken to fight the virus, which may result in skeleton crews or limited access to a facility. The next phase is the one we are in as I write this article, what I hope is the “middle” of the crisis. We have been on “stay-at-home” status for several weeks and the true impact of the situation is beginning to take its toll, while anxiety is mounting in many households. Overnight, some people have become at-home teachers. Others face a total loss of income without a safety net. Now, you are planning to contact a group of people not knowing what their story is or how well they are adapting to these challenges. A poor attempt at empathy or a careless choice in sales language can change the professional relationships they have with you in a heartbeat. I encourage you to give your customer the permission to rest, to take a breath, to exhale. Follow that with an offering of support and any free resources that can benefit them without jeopardizing your own financial stability. For example, links to good articles, expert advice from your industry, or suggestions of actions they can take that are relevant to your niche. In the last paragraph, provide reassurances on issues related to money. You could pause their membership or extend their access time. Finally, foreshadow what you hope to offer or do for them when things are better. Refrain from making promises or guarantees, but end with positive, “stay-in-touch” language. When Is the Right Time to “Sell” Again? I’m not sure there is one right answer to this question. Being married to an attorney, I’ve adapted a popular phrase his profession uses: “It depends.” If you work in an industry that is one step away from essential, like hair salons, sit-down restaurants, and work-out facilities, your reactivation to sell mode is going to come quickly. Work now to craft the language of your messaging so you’re not just mimicking what everyone else is saying. Don’t get lost in the crowd. Get creative! Creativity + Humor = Connection, if you serve an industry where that is appropriate. For example, a hair salon might consider posting this message to social media: “Worried that people now know your REAL hair color? We reopen on (insert date). Make an appointment today and we will send you a free paper bag to get you here!” Those of you in industries that are another step away from essential—entertainment venues, travel, and event planning, for example—may have a longer runway to get back. Your sales language may need to be a little more delicate and a little lighter on the humor. A travel advisor might send this message to a loyal customer: “We are so excited to restart your vacation planning when you are ready. As always, I’m here with great ideas for new places to visit and new protocols to help ensure your health and safety.” The short answer to the question of when to start selling again might be: you don’t sell, you serve. The best way to serve a customer is to understand them well enough to know what they need and combine the right words to offer your services in a way that benefits them. Sales 101 is: Find the pain, provide the solution. Put words to your solution and serve it up! I’ve never driven a race car and I really have no idea what kind of bravery it takes to take a tight turn at 100 mph. But I do understand the concept of keeping my head down and focused during times of change. Disruption can have some positive outcomes. The market will shift and with it will come opportunities—at least for those who put the gas pedal down. Looking for your next healthcare speaker? Get in touch with us at the Capitol City Speakers Bureau today to make your healthcare event a success! By Laurie Guest
Building business is not easy. If it were, everyone would do it. Consider four behaviors that build business, all based on one of my favorite things: boardgames. Each is simple to understand, but may not always be easy to deliver. Read up and do your best! When I was a young girl I asked my mom if I could be in a Monopoly tournament. I won in the first round and can officially own the title of local champion. What a thrill it was! As an adult I realized that the behaviors in the game of Monopoly are the same behaviors that can help you build your business. Know what people land on. Because I know that players land on orange properties the most, I work to grab those first. It’s the same with your customers. Do you know what makes them come to your place of business? Do you know what really brings them back to see you repeatedly? You may think it’s the chocolate chip cookie you offer them while they wait, but it might be the fact that the first person they encounter always knows their name and treats them kindly. Is it possible that you don’t even know why people choose you? Is it more of a guess on your part? Then it’s time to do some research so you can discover your stats using facts not feelings. Build early and build often. The sooner that you can afford to build houses and put them on your Monopoly property, the more likely it is that you’re going to win. There are so many ways for us to spend our resource dollars in business, but I believe the behavior that will build your business is to focus on the staff needs before filling your own pockets. That may be hard for business owners to hear, but in the two decades that I’ve been working with clients, I find one thing to be universally true: successful businesses have reinvested in their biggest resource, the staff. When I say reinvest, I don’t mean provide raises and benefits. I mean investing time, education, training, personal development opportunities, and relationships at work. We all know how costly it is to replace staff. Learn to build early and build often by building up your people. It is critical. Play by the rules.I think almost everyone has at least one house rule when they play Monopoly. These are tweaks to the original instructions that when used enough become a part of the player’s belief that the rule is real. For example, are you one of those families that puts a little money in the middle, and then when you land on free parking, you get the money in the middle? That’s not a real rule. Once you agree to play by the rules outside of the original game, then the manner in which you win changes. The same is true in business. If you have policies on how things are supposed to be done and they exist for a good reason, then honor them from the top down. If the front-line person enforces a policy and the customer asks to speak to a manager, it’s imperative that the next level of authority stand strong in the same stance as often as possible. Otherwise, the customer knows they have found a path to a different answer. Don’t forget why you got the out gameboard. I love to play games, and any time I can convince friends to get out a deck of cards or open the lid to a boardgame, I am giddy with anticipation of fun. One thing I can say without hesitation is I am a good loser. Even though I have a competitive spirit, I never let that get the best of me by feeling angry or frustrated when I lose. I truly just want everyone to enjoy the experience! I’d like to suggest that we remind ourselves of this in business too. Why did we get into this field in the first place? What’s fun about the people who are sharing this experience with you daily? What can you let go that brings anger or frustration? What actions can you take to make your time together as fun as it can be given your circumstances? There you have it. Four ways to build your business with a gameplay mindset. Looking for your next healthcare speaker? Get in touch with us at the Capitol City Speakers Bureau today to make your healthcare event a success! By Laurie Guest
Learning how to handle “The Overs” is a skill. What do I mean by “The Overs”? An “Over” is a guest who is over-friendly, over-researched, or overbearing. The Over-Friendly Although it doesn’t sound bad when you first mention it, many people may feel uncomfortable with over-friendly guests in the workplace. I find it especially true for young attractive women who feel that patients or customers are crossing the line from friendly banters to pickup lines. However, it certainly is not limited to male offenders. Female guests can be just as guilty of crossing the line. What can you do to get out of these situations? I have a three-step approach. Remove yourself from the engagement. Walk away to another part of the facility. Busy yourself with other work causing a physical distance between you and the over-friendly. Be sure to stay professional and formal in your word choices when it is appropriate to reengage. Redirect. When it first starts to sound over the line, redirect with statements like, “Bill, I can’t let you keep talking to me like that. I have to ask that we keep this conversation professional.” Then immediately follow that up with an instruction related to the purpose of the encounter. Refer to another team member. Discuss with your teammates the guest who makes you feel uncomfortable. If possible, refer the guest to another member of the team who can attend to his or her needs in your place. Over-friendly equals insecurity. Knowing this helps me react appropriately toward this person. The Over-Researched For example, a patient presents in the exam room loaded with knowledge from the internet. She has a ream of paper that explains the self-diagnoses, the treatment plan, and a brand-new drug that will best work for her. She behaves as if all you have to do is confirm and prescribe. We all know that many times this data is going to be off-base or at the very least not the standard of care. The best thing here is for the staff to protect the doctor’s time by acknowledging the work that went into the research, showing appreciation for the participation in their care, and giving assurance that it will be shown to the doctor. By doing that, we are able to acknowledge the work that they put into their research. Being proactive and gathering information gives the patient power at a time when they will need it. Acknowledging what they’ve done is the best thing you can do. The Overbearing Guest In this category, we find almost every annoying characteristic that’s difficult to handle. Over the years, I have dealt with people who have sworn at me, said cruel things, and even threatened the staff. In my personal life, I’ve dealt with overbearing people by avoiding them or getting away from them as fast as I can. In business, that isn’t a choice. We have to know how to deal with them. One thing that has really helped me is to see beyond the behavior that annoys and try to remain unaffected by their words. Instead, I let it fall off my back and maybe even look for a chance to use humor. My favorite story about this was the time my patient was an older gentleman who seemed to have lost his verbal filter over the years. He said anything that came to mind. I was finishing up his testing when out of the blue, he leaned out from behind the equipment and smirked, “You sure are fat.” Having been a plus-sized gal most of my life, this was not news to me, but this overbearing older gentleman’s rude remark caught me off guard. I knew I couldn’t be rude back to him. Instead I went with humor. I stepped back, looked down at myself, and said, “What? I’m fat? You’ve got to be kidding me!” He burst out laughing, and I just went on with my work. My feelings were hurt, but I didn’t show it. One of my colleagues overheard what he said. She informed the doctor we were working with about what had happened. I found out later that when the doctor got into the room, he shook hands with the man and said, “I’m happy to take care of you today, sir, but I’m going to ask you to treat my team with the respect they deserve. Laurie works very hard for me, and I will not agree to take care of you as a new patient if you won’t agree to be kind to the people I care about.” How to Handle “The Overs” The man profusely apologized and asked to speak to me before leaving. He said he was very sorry and didn’t know why he even said such a rude statement. Humor worked for me that day, but as you can tell, I’ll never forget it. More than two decades later when I needed to reflect on a person who was overbearing towards me, he is the man who first comes to mind. Overbearing behavior comes from the fear of being incompetent. This gentleman was likely feeling vulnerable in the medical situation he was in, and he chose an overbearing attitude as a way to cope. What all of these Overs have in common is the need for control. They demonstrate that need in a various ways. Knowing how to watch for these behaviors, react appropriately, and remain professional is key. Looking for your next healthcare speaker? Get in touch with us at the Capitol City Speakers Bureau today to make your healthcare event a success! By Laurie Guest
Nobody wants them, yet we all have them: angry customers. It doesn’t matter what position you hold in the office, knowing how to handle the dissatisfied consumer is crucial. Let’s take a look at the twelve steps to best handle the angry customer you’re sure to encounter someday. 1. Stay Calm. Most of the time it is our front-line staff who take the brunt of angry customers. It is instinctive to flee or fight when faced with a tense situation and neither are the right answer here. Staffers must train themselves to stay calm. Take slow and deep breaths while concentrating on maintaining eye contact. 2. Stop, look, listen, lean forward, be responsive. If possible, move agitated customers from your counter area to a private room or adjacent hallway. Stop all other activity and concentrate on what the person tells you. Body language is an important tool for showing a customer you are serious about resolving the issue. Nodding, eye contact, and note-taking are all excellent modes of silent communication. Most importantly, keep quiet. If you interrupt, the person will assume you are not listening and often feel the need to start over again. Patiently listen to the whole story. When the customer has clearly finished, you may proceed with your response. 3. Accept the anger. Try not to take the demonstration of anger personally. A majority of the time people do not know how to express displeasure pleasantly (I suppose that’s an oxymoron). Some people assume they will get better results with rage than with polite dialog. By the way, if YOU are ever the angry customer in a place of business, this is a great step to use in your favor. Help the other person by saying in a sincere, pleasant tone: “I know it isn’t your fault, but I’m very upset about this situation and I hope you can help me.” This often works better than berating an innocent team member. 4. Accept responsibility. Never say: “There’s nothing I can do.” That statement is like gasoline on a camp fire. Although it may range from simply gathering facts to solving the problem, there’s ALWAYS something you can do. If you are a member of the team, then all the work done for the customer is a reflection of the overall quality. Remember: majority rules. If most of the contacts you make during an experiences are surly, we assume all the workers are the same. A similar principle applies in our office. All-for-one-and-one-for-all is the way a successful office should operate. 5. Refer to the proper person. As soon as you have determined the best person to solve their problem, explain this to the customer. Choose your words carefully: “Mr. Smith, the best person to help you with XYZ situation is Melanie our staff member in charge of 123. Let me explain your needs to her and she will be happy to fix this right away.” Use the customer’s name, identify the problem and give the person with the solution an identity. You’ve also removed the customer’s need to rehash the issue, and implied the response will be timely. 6. Ask questions. This step reminds me of the old rule to “gather your facts.” It is a fundamental rule by which we should all live. There is always more to the story. By asking questions you can uncover hidden facts to help you put the puzzle together. Questions like: “What were you told?” or “When did you call?” or “Do you know who you spoke to?” 7. Restate the problem; ask for confirmation. If you have successfully followed the first six steps, you should have a basic understanding of the complaint. Now is the time to summarize the story. Remember to present the recap from the customer’s perspective. In other words, if you know a part of the story is not accurate, you can insert such bridges as “and you feel, Mr. Smith” or “your impression was.” 8. Respond visibly. Be careful to have the right facial expression. The easiest way to achieve this step is to simply nod. Try not to be too defensive even if you’re the cause of the complaint. Avoid being too smiley; serious, professional and focused are the best traits to show. 9. Agree. I’m not asking you to agree with a customer who may be insulting, rude, or wrong. Agreeing in this case means to understand or empathize. A well-known technique for dealing with a complaint is the “Feel, Felt, Found” method. “I understand how you feel, Mr. Smith. I would have felt that way, too. What we have found is that if we (insert solution here), it seems to help.” 10. Develop solutions. This is my favorite step. It is often the turning point in defrosting an angry person. Start tossing out suggestions to solve the problem. If it’s a simple scenario, one solution often suffices. Other times, multiple options are necessary. When faced with a customer who will not respond to any of your suggestions, try this statement: “What can we do to make this situation better?” Just know that occasionally the reply is: “There’s nothing you CAN do!” 11. Exceed expectations. We refer to this as “REPLACE Plus 1.” That means not only do we try to solve the problem, but we add a touch of appreciation with it. Adding a special touch or offer that applies to your industry is a great place to start. This applies when your organization is clearly “in the wrong” and needs to make up for a poor decision or unfortunate situation. 12. Personalize. This can be the turning point when dealing with an extremely irate person. Once, I dealt with a customer in rage. I tried everything to calm him. Aside from just standing there and nodding, I had no ammunition to his verbal abuse. I kept quiet even though I wanted to yell back. Finally, when he appeared to be finished, I started my first sentence with his first name and I said it in a tone like we were old friends. Immediately, he seemed to relax a little. I quickly asked what I could do to make the situation better. He came up with a simple suggestion, one I hadn’t thought of. I agreed that his idea was a great compromise and he seemed satisfied. All’s well that ends well. After enough practice, the steps in dealing with angry customers becomes second nature. Unfortunately, there isn’t a hard and fast rule on how to use the steps. Many times I find myself using step 12 first. Be flexible, and you’ll find that it’s easier than ever to handle even the toughest situation. Looking for your next healthcare speaker? Get in touch with us at the Capitol City Speakers Bureau today to make your healthcare event a success! By Laurie Guest
When it comes to a business environment, fun is a relative term. You might be part of a team where boisterous laughter or lots of teasing is appropriate while other industries may require a very serious environment. Some places might even fool you because they are so different than what you expected that the experience becomes memorable. A dear friend of mine had to go to chemotherapy and asked me to accompany her on several occasions. This environment was new to me. On the way in the door, I pictured a quiet place, with a kind of sadness hanging in the air, and certainly not a place where fun would be had. What a surprise when I found the complete opposite! I found upbeat chatter, smiles on the faces of every team member, and games. On the day we were there, we played bingo all afternoon. When you won, they wheeled over a cart filled with prizes to choose from. If a place can make chemo fun, then why can’t more organizations find small ways to create joy? After all when we’re making the experience fun for others, the staff is having fun too. Spice It Up Professionalism does not mean you have to be serious all the time. Consider ways to bring fun to work. 1. Let the customers know you’re a fun place by your actions. Southwest Airlines is a perfect example of this by using humor in their announcements and sometimes coordinating games. I recently saw a gate agent for Southwest conduct a paper airplane contest in the boarding area of a delayed flight. There were over 40 people playing and the winner received a $25 gift card. So much fun! 2. Create a tradition the staff enjoys. Several companies have Casual Friday where jeans are allowed, and once a month they have a birthday potluck for lunch. Everybody brings something to share as they recognize that month’s birthdays. 3. Develop staff recognition programs. People thrive on being recognized. Our company had a fun activity we did for several years: staff could nominate others for a “smiley award.” The name of the program sounds a little weird, but we had small yellow tickets printed up, and the staff could give those to each other for actions that deserved applause. For example, scraping a patient’s windshield in the winter or going the extra mile for a co-worker earned a smiley award. The names of the nominee and the nominator were written on these awards. At our quarterly staff meeting all the smiley slips were placed in a fish bowl. Three tickets were drawn. Nominees won gift certificates to a local restaurant or store, while nominators won lottery tickets. What was especially great about this praise was management had nothing to do with it. Nominees were peer recognized and prizes were given by the luck of the draw. In reality, everyone won. We celebrated the praiseworthy things people were doing that could easily be overlooked. Creating fun in the workplace takes a bit of effort, but chances are you can find ways to add a bit of joy to the day no matter your industry. Looking for your next healthcare speaker? Get in touch with us at the Capitol City Speakers Bureau today to make your healthcare event a success! By Laurie Guest
There are three facets of workplace participation that can make all the difference in productivity and results: attitude, initiative and engagement. These characteristics may come naturally to some, but often they must be cultivated in a workplace. Attitude – Yours, Mine, and Ours in the Workplace Your attitude is your choice. Choose well. Choose to surround yourself with the thoughts you want to have. Set boundaries on those inside and outside of your work who impact your thoughts. If you live with a person who is constantly stating things in the negative, consider having a conversation about adjusting that tone. If there are friends that can’t seem to get out of the negative place, maybe consider distancing yourself just a little bit in order to self-preserve. In the workplace, it’s a little harder to put space in place. It’s likely you’re not in a position to have the positive conversation talk with co- workers, but think about your own attitude. Initiative – Or is it interest? I believe at the core of the lack of initiative is lack of interest. Visualize the least motivated person you know personally or professionally. Can you picture them? Got it? I bet you’re picturing a person who is detached from the situation, looks bored, or appears irritated. What you may have is a corporate employee low on initiative who does what’s asked but doesn’t ever step it up a notch. How can you create more initiative in the workplace? Find out what aspect of the job interests the employees. If at all possible, give them responsibilities in that area. For example, I once consulted in an eye doctor’s office where one staff member was deemed the troublemaker. When I met with her and asked her questions about her job, she showed only mild interest in anything work related. Finally, I switched topics and asked her if she ever had a job she loved. She responded by telling me about her retail clothing job she had when she was just out of school. With the doctor’s permission, we asked her to take over displays in the optical area and in the windows. When her creative work got noticed and she was praised by others, her confidence went up and work performance improved. Initiative comes from being interested in the work at hand. What is it going to take to get all team members interested in your product, your services, and the guests that you are privileged to serve? Engagement – Ready for Battle While initiative is one’s personal responsibility to action, engagement means a formal promise, or, in its original form, ready for battle. What do we mean when we say, “We want engaged staff, or how do we facilitate that behavior?” Engaged staff means present in the moment and ready to take an action that fulfills the promise you have made to your guest. A server at a restaurant is engaged when he or she hears me place my order. For example, I already know I have to indicate a salad dressing, a side item choice, and a beverage, and do so when I order. A truly engaged server will smile and say thank you or possibly repeat the order if I said it too fast. A disengaged server will say, “How would you like that meat prepared? Do you want the soup or the salad? Would you like lemon with your tea?” You get my point. I’ve had this happen on many occasions in all kinds of industries and so have you. The disengaged employee doesn’t really listen and is on automatic pilot. How do we help staff be more engaged? What about asking for ideas from the team on how to do things differently or smarter? Attitude, initiative and engagement are the cornerstones to a successful organization. They do not appear automatically but rather through skillful planning and execution. Looking for your next healthcare speaker? Get in touch with us at the Capitol City Speakers Bureau today to make your healthcare event a success! By Laurie Guest
Winning back guests you have lost is not an issue people like to talk about, but it is a necessary topic in staff development. What skills do your team members need in order to thwart a customer defection? It begins with being totally present in the encounter in order to realize the guest is unhappy enough to leave. It ends by saying and doing the right things to turn it around. I have a great example of this happening in my personal life. Not long ago, my husband and I purchased a new refrigerator. We like to buy local whenever we can, and have been loyal customers for many years of a certain appliance store in our community. The new refrigerator has needed a repair man to come out four times for a series of issues, one right after the other. Eventually, it was determined that the left door was manufactured incorrectly, and a new one would need to be installed. Unfortunately, the company sent the wrong door, but that wasn’t determined until three hours of repair were completed. We ended up with a door that still didn’t dispense water or ice and even had aesthetic issues that included holes where a cover plate belonged. The part that bothered me most was that I was the one doing the calling every time to check on the status of the next step in the long, long saga. I had a refrigerator door that wasn’t right for over eight weeks, and I was still waiting. Exasperated, I finally drove to the appliance store to get an answer. The owner told me, “Oh, we have the new door. I just don’t know where to put you in the schedule, so I haven’t called you back yet.” Wrong answer. If he would have just called me with regular updates, I would likely be fine with the progress. He even told me he sees my name on the list regularly and keeps telling himself they need to fit me in. This is the last purchase we made at that local shop, I’m sad to say. I had been kind and patient every step of the way, in what was now edging into a four-month ordeal. He knew that I was not happy, but he did nothing to turn it around. If he told me that he had arranged for a new door and was doing the repairs at no charge to me, that would have been good service. The reason I will be moving on, never to return, is because there wasn’t an attempt to win me back after things went wrong. I haven’t received an apology for any of this, and clearly an apology was owed. After a bad customer service experience, my mom used to say, “I’ll do my voting with my feet.” Then she would stop doing business with that establishment and become a walking billboard of information about her experience. Whether you work for a mom and pop store or a global brand, you will have haters, but you can’t afford to ignore them. You need to learn how to embrace complaints, put haters to work for you, and turn bad news into good. Looking for your next healthcare speaker? Get in touch with us at the Capitol City Speakers Bureau today to make your healthcare event a success! |
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