Sh-tuff Happens!
This is part 2 in my BAM! Training Series that focuses on what to do when problems arise. Which are guaranteed to happen!
For this training exercise the client wanted a short, high impact way for their front line employees to help solve problems quickly and effectively and to mitigate problems upon initial contact. Keep in mind their front line employees are very young and very early in their career. These are Problem Solving Basics!
BAM= BE. ACTION. MINDED.
3 Simple Steps for Problem Solving
WHEN approached by an unhappy customer (not if, but when)
1. LISTEN!
Really listening is actually a hard task to accomplish, especially when faced with an unhappy customer. Instead of thinking of what you are going to say, listen carefully. Be sure to face the customer, look in their eyes, smile, and wait until they are finished before speaking, then ask for additional information for further clarification. Make sure you really understand the problem.
"Please tell me more about that."
"Could you elaborate?"
"I'm listening."
"And then what happened?
2. APOLOGIZE & ACKNOWLEDGE!
While sincerely apologizing for things we didn't do or had any control over doesn't always sit well with us, it will be far better for the customer relationship in the future if you say I'm sorry. Next, make sure you understand their concern by repeating back to them.
"I'm so sorry, Sir. Let me make sure I understand what happened."
I'm sorry, Ma'am. Do I understand correctly that _______ happened?
"I apologize that this has happened!"
3. REASSURE & REMEDY!
Customers that bring problems to your attention are actually doing business owners an enormous favor. Most customers don't! They will simply move on. For this reason we should thank the customer for bringing their concern and assure them the problem will be fixed quickly.
"Thank you so much for bringing this to my attention. We will fix this immediately!"
"I really appreciate you telling me about this. I will find someone to take care of this right away!"
"I'm grateful you said something, now we can fix this for future customers."
BUT, what if a customer is wrong? What if someone is not following the rules? In some cases, you will have to say "no" to a customer, ask them to correct a behavior or deliver bad news.
Problem Solving! Part 2
How to Deliver Bad News
1. BE POLITE
Politely request their attention. Speak up with a firm voice but do not shout. Smile, face them directly and look at them when you speak.
"Hi, can I get your attention please?"
"Excuse me, Ma'am."
"I'm sorry to interrupt, Sir."
"Pardon for the intrusion."
2. BE FIRM
Be gentle but firm and respect their privacy. If they are in a group ask them to step to a more private area to address the concern.
"I need to speak to you, Let's step over here."
"Would you mind following me, I need to speak to you."
"Can we have a quick conversation over there?"
3. REMEDY
State the problem calmly and explain the expectations clearly. No need to argue, simply state what is expected and then thank them for complying.
"We appreciate you coming in today, but we don't allow _____. Please refrain from doing _______ again. Thank you."
"I need to ask you to stop ____ing. Thanks!"
"Please stop doing _____. Thanks!"
Our interactions with the public can lead to life long customers or to an abysmal Yelp review. The good news is that you can control that outcome 99% of the time. By giving your employees the tools and direction you can create brand ambassadors and repeat customers.
If you need additional problem solving tips or more industry specific techniques, feel free to contact me HERE.