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Our Random...and sometimes, not so Random Thoughts

We hope you find some of the following articles to be of some assistance to you in your personal or business life.

The Difference Training Makes

6/21/2013

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Recently, Lisa and I went shopping for new bicycles. One of the local big box stores had an ad in the Sunday paper advertising a sale on bicycles. The ad had bikes that matched our desires. So we visited the store the first afternoon of the sale. We searched through their inventory but the advertised bikes were nowhere to be found. We were obviously in a quandry and we spent several minutes looking through the stock and discussing out loud how we weren't finding the bikes in question. The entire time we were in the bike aisle making this search, an employee of the store was returning items to the shelves. Not once did this employee offer to assist us, even though we were the only guests in the aisle. I didn't ask because I wanted to see how long it would take before he made an effort to help us. He never did.

A few months ago, we were in another big box store looking for a toy that my mother wanted to get for one of her grandchildren. Lisa and I walked down several of the toy store aisle obviously searching high and low for the elusive item. Suddenly, one the store associates stopped us and asked if she could assist us. We told her what we were looking for. She checked her portable scanner to determine where the toy was located, then walked us directly to that spot. They were out of the toys so we started to thank her and walk away. "If you can wait for just a moment, I can check some of our other stores in the area and see if they have one they can hold for you." She got back on her portable scanner and punched in few things. "Oh, I'm sorry. It seems like that toy is out of stock everywhere. I'm sorry I couldn't help." (By the way - it was the week before Christmas, the place was overrun with customers and the toy was one of the most popular that season.) 

Now, I invite you to guess which store gets most of our business. The fact is, we hardly ever shop at the first store because the customer service is almost non-existent. I believe that is due in large part to the lack of training that takes place in that store. I also know that the exceptional customer service we received at the second store was not a fluke but was the result of a good training program because the same type of thing has happened to us there on several other occasions. Great customer service that brings customers back or poor customer service that drives customers away. What is being offered at your business?

If you need assistance in having your training needs assessed, in the development of training tools or in the actual training of your staff, contact the Mahan 9 Group at [email protected]. It will be our pleasure to assist you in increasing the level of service provided at your establishment.


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"No Problem!"

6/3/2013

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“No Problem!” When did this phrase become an appropriate response given by any type of service provider when a customer places an order or asks for assistance?

Whether the service provider is an employee at a restaurant, a general merchandise store or a business that provides a specific service, he or she is there to meet the customer’s legitimate needs. (For this article, customers are polite, well behaved individulas who are making perfectly reasonable requests at the business they are patronizing.) As a customer, if I make a reasonable request, I don’t feel that I’m creating a problem for the employee. But when the employee responds, “No problem,” I interpret that to mean that I have created a problem for the employee and that they are now making some sort of sacrifice in order to comply with my request. I feel like I’m interfering with the employee’s day or being a nuisance.

Now, I’m certain that at least 98% of the time, that is not what the service provider is intending to communicate. But I can’t help it. It bothers me when I hear that because I interpret that statement in a negative way. And here’s the thing…If I feel that way, I’m certain there are others out there who feel exactly the same. This all begs the question – As a business owner/service provider, how do you want your customers to feel? Do you want them to feel like they are intrusion at your business? An inconvenience? Or do you want them to feel special and truly served?

I guess I see it in this way. When a server responds with “No Problem!” the focus is on them – the server. To provide the best experience possible for your customers, you want the focus placed on them – the customer.

“No Problem!” has become a common response from servers regardless of age. But that doesn’t make it right! If you want to increase your customer’s satisfaction level when they do business with you, there is one small bit of training you can do with your staff that will reap immediate results. Train your employees that saying “No Problem” is unacceptable. Teach them to respond instead with, “My pleasure!” Thats the difference between saying “What you’re asking is going to put me out but I’ll go ahead and do it anyway.” with “I’m here to serve you.”

Good business practice includes making certain your customers have the best possible experience when they deal with you. This simple change in the words your employees use will go far in helping to increase the satisfaction level of your customers.

What and how we say something, whether in person or in print, communicates a great deal about our business. Sometimes, we communicate something entirely different than we intend. The Mahan 9 Group can review your communication vehicles to help you determine if you are communicating the message you truly wish to convey. Contact us at [email protected] and allow us to assist you to communicate exactly what you want others to see and hear.


©2013 Michael C Mahan

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    Author

    Chris has an opinion on just about everything - Just ask Lisa. And he's usually right - just ask him! (LOL)

    Lisa isn't the one who always has something to say, but when she does, it is usually worth taking a moment to listen.

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