For as long as I can remember, right up until when he retired a few years ago, my father ran his own appliance repair business. He was extremely good at it too. He had people calling him from all over the province to come repair their appliances. I remember one day a number of years ago, we were on our way to a place called Carbonear to look at a fellows Laundromat equipment, I asked Dad if he was familiar with this new kind of equipment. “How hard can it be?” he asked, “The dryer still does the same thing, except now instead of a mechanical timer, it has a computer. If anything happens today, at least I’ll have a chance to learn something new.”

I’ll always remember what a great optimist he seemed to be, but also how determined he was to follow through to the end. We were in that place for the better part of the day taking things apart, checking wires, checking circuits and changing parts. Through all of this, he never once said that he couldn’t do the job. Dad seemed to have a thorough understanding of what was needed and he was following a logical and organized plan in his mind. Not only that, as we had this guys computerized propane dryer apart all over the floor, Dad was also reassuring his customer that he would be up for business in a very short time. Even though the place was full of parts laid out everywhere, this guy and my dad were joking and carrying on, like it was just a social call. Disagreements? Well, yes they had a few, but Dad never argued with him, he listened and reassured and encouraged. I learned an extremely valuable lession in customer service that day.

Let’s move forward 10 years. My father and I were out one Saturday last spring searching for parts for my stove. We looked in a few places around town, and then decided to check out the local appliance repair guy. This must have been a different experience for Dad because now, instead of being the appliance repair professional, he was the customer. And there was the Appliance guy, a weeks growth on his face, leaning back on the counter, half smoked cigarette hanging from his lips, the air blue from smoke, wearing a greasy and torn shirt that hadn’t seen a washer in a few weeks, giving us the look. You know the look…. That one that says, I’ve got 20 minutes till closing, I don’t want to be here on a Saturday, and least of all, I don’t want to speak with anyone, so leave me alone and go away.

Dad, in his usual cheerful way, “We’re searching for a gasket and a hinge for an XYZ range.” Appliance guy, in a low-pitched rumble, “What size?”

Dad, “If you could please find the range in your book, it’ll have the size and specifications that we need.”

Appliance guy, “What kind of range?”

Dad, “XYZ kind.”

Appliance guy, “No, you’re wrong, they aren’t made by them, they’re made by ABC.”

Dad, startled by the guy’s brusqueness, “I’m pretty sure that this is the right kind.”

Appliance guy, obviously in an argumentative mood, “and I’m telling you that you’re wrong, It’s made by the ABC Company.”

The conversation continued like this for a few more minutes. The appliance guy was becoming more and more belligerent by the second, and I could see that Dad was about ready to explode, and he wasn’t backing down. That little vein in his temple was showing, and he had that look that I remember so well. The look that I got when out of carelessness I put a hole in the door, or when I broke something, the look that said, “you’re in for it now!”. Anyway, I nudged him and said, ”Let’s get out of here, it’s not that important.” I could see that this was going nowhere, and he was about ready to settle in and take this guy apart piece by piece.

This story could go on, but the point I’m making is quite simple, if you are in a privileged position of customer service, there are some simple rules that will carry you far:

1. Resist the urge to argue with your customer. He or she may have a valid point from their point of view that you may not have yet considered.
2. Give them encouragement. Make them feel important.
3. Listen to the other person without judging them. Give them ample time to talk and explain their ideas and concerns.
4. How you look represents what you are thinking. Your body language and your actions speak much louder than your words.
5. Never criticize the other persons’ decisions. They made their decision based on their own knowledge and experience, so we have no right to criticize.
6. Have and live by a positive code of ethics. As a customer service person, you are in a position of trust. No matter which position you play in the company, to the customer, you ARE the company.

No matter what we do, we still have an opportunity to deal with

Let’s move forward 10 years. My father and I were out one Saturday last spring searching for parts for my stove. We looked in a few places around town, and then decided to check out the local appliance repair guy. This must have been a different experience for Dad because now, instead of being the appliance repair professional, he was the customer. And there was the Appliance guy, a weeks growth on his face, leaning back on the counter, half smoked cigarette hanging from his lips, the air blue from smoke, wearing a greasy and torn shirt that hadn’t seen a washer in a few weeks, giving us the look. You know the look…. That one that says, I’ve got 20 minutes till closing, I don’t want to be here on a Saturday, and least of all, I don’t want to speak with anyone, so leave me alone and go away.

Dad, in his usual cheerful way, “We’re searching for a gasket and a hinge for an XYZ range.” Appliance guy, in a low-pitched rumble, “What size?”

Dad, “If you could please find the range in your book, it’ll have the size and specifications that we need.”

Appliance guy, “What kind of range?”

Dad, “XYZ kind.”

Appliance guy, “No, you’re wrong, they aren’t made by them, they’re made by ABC.”

Dad, startled by the guy’s brusqueness, “I’m pretty sure that this is the right kind.”

Appliance guy, obviously in an argumentative mood, “and I’m telling you that you’re wrong, It’s made by the ABC Company.”

The conversation continued like this for a few more minutes. The appliance guy was becoming more and more belligerent by the second, and I could see that Dad was about ready to explode, and he wasn’t backing down. That little vein in his temple was showing, and he had that look that I remember so well. The look that I got when out of carelessness I put a hole in the door, or when I broke something, the look that said, “you’re in for it now!”. Anyway, I nudged him and said, ”Let’s get out of here, it’s not that important.” I could see that this was going nowhere, and he was about ready to settle in and take this guy apart piece by piece.

This story could go on, but the point I’m making is quite simple, if you are in a privileged position of customer service, there are some simple rules that will carry you far:

1. Resist the urge to argue with your customer. He or she may have a valid point from their point of view that you may not have yet considered.
2. Give them encouragement. Make them feel important.
3. Listen to the other person without judging them. Give them ample time to talk and explain their ideas and concerns.
4. How you look represents what you are thinking. Your body language and your actions speak much louder than your words.
5. Never criticize the other persons’ decisions. They made their decision based on their own knowledge and experience, so we have no right to criticize.
6. Have and live by a positive code of ethics. As a customer service person, you are in a position of trust. No matter which position you play in the company, to the customer, you ARE the company.

No matter what we do, we still have an opportunity to deal with

Dad, in his usual cheerful way, “We’re searching for a gasket and a hinge for an XYZ range.” Appliance guy, in a low-pitched rumble, “What size?”

Dad, “If you could please find the range in your book, it’ll have the size and specifications that we need.”

Appliance guy, “What kind of range?”

Dad, “XYZ kind.”

Appliance guy, “No, you’re wrong, they aren’t made by them, they’re made by ABC.”

Dad, startled by the guy’s brusqueness, “I’m pretty sure that this is the right kind.”

Appliance guy, obviously in an argumentative mood, “and I’m telling you that you’re wrong, It’s made by the ABC Company.”

The conversation continued like this for a few more minutes. The appliance guy was becoming more and more belligerent by the second, and I could see that Dad was about ready to explode, and he wasn’t backing down. That little vein in his temple was showing, and he had that look that I remember so well. The look that I got when out of carelessness I put a hole in the door, or when I broke something, the look that said, “you’re in for it now!”. Anyway, I nudged him and said, ”Let’s get out of here, it’s not that important.” I could see that this was going nowhere, and he was about ready to settle in and take this guy apart piece by piece.

This story could go on, but the point I’m making is quite simple, if you are in a privileged position of customer service, there are some simple rules that will carry you far:

1. Resist the urge to argue with your customer. He or she may have a valid point from their point of view that you may not have yet considered.
2. Give them encouragement. Make them feel important.
3. Listen to the other person without judging them. Give them ample time to talk and explain their ideas and concerns.
4. How you look represents what you are thinking. Your body language and your actions speak much louder than your words.
5. Never criticize the other persons’ decisions. They made their decision based on their own knowledge and experience, so we have no right to criticize.
6. Have and live by a positive code of ethics. As a customer service person, you are in a position of trust. No matter which position you play in the company, to the customer, you ARE the company.

No matter what we do, we still have an opportunity to deal with

Dad, startled by the guy’s brusqueness, “I’m pretty sure that this is the right kind.”

Appliance guy, obviously in an argumentative mood, “and I’m telling you that you’re wrong, It’s made by the ABC Company.”

The conversation continued like this for a few more minutes. The appliance guy was becoming more and more belligerent by the second, and I could see that Dad was about ready to explode, and he wasn’t backing down. That little vein in his temple was showing, and he had that look that I remember so well. The look that I got when out of carelessness I put a hole in the door, or when I broke something, the look that said, “you’re in for it now!”. Anyway, I nudged him and said, ”Let’s get out of here, it’s not that important.” I could see that this was going nowhere, and he was about ready to settle in and take this guy apart piece by piece.

This story could go on, but the point I’m making is quite simple, if you are in a privileged position of customer service, there are some simple rules that will carry you far:

1. Resist the urge to argue with your customer. He or she may have a valid point from their point of view that you may not have yet considered.
2. Give them encouragement. Make them feel important.
3. Listen to the other person without judging them. Give them ample time to talk and explain their ideas and concerns.
4. How you look represents what you are thinking. Your body language and your actions speak much louder than your words.
5. Never criticize the other persons’ decisions. They made their decision based on their own knowledge and experience, so we have no right to criticize.
6. Have and live by a positive code of ethics. As a customer service person, you are in a position of trust. No matter which position you play in the company, to the customer, you ARE the company.

No matter what we do, we still have an opportunity to deal with

1. Resist the urge to argue with your customer. He or she may have a valid point from their point of view that you may not have yet considered.
2. Give them encouragement. Make them feel important.
3. Listen to the other person without judging them. Give them ample time to talk and explain their ideas and concerns.
4. How you look represents what you are thinking. Your body language and your actions speak much louder than your words.
5. Never criticize the other persons’ decisions. They made their decision based on their own knowledge and experience, so we have no right to criticize.
6. Have and live by a positive code of ethics. As a customer service person, you are in a position of trust. No matter which position you play in the company, to the customer, you ARE the company.

No matter what we do, we still have an opportunity to deal with people. Following these guidelines gives a direction to travel when creating relationships with others, whether it is customers, associates or strangers.

This week, make the opportunity to build on the relationships that are important to you. Nourish them and encourage them and you will be well on your way to creating lasting and profitable connections.

Make this your best week ever.
Paul