Michael’s Customer Service Tips
I received a package yesterday from my former customer. They sent me some nice items with their hospital logo, as well as a book (Harold and the Purple Crayon) that they had all signed. Needless to say, I was surprised and extremely pleased. Evidently, I did something right when working with these wonderful people. The funny thing: I ignored a lot of advice given to me and set out to craft my own style. Here are some tips for great customer service.
1. The nicer you are, the nicer you are treated.
It’s simple reciprocity. Every time I got on the phone, whether I was frustrated, annoyed, tired, or in a hurry, I tried to be as nice as I possibly could. That meant taking the time to ask questions and show interest in the person on the phone. It meant being really patient. And it meant prioritizing NOTHING over my customer service. Now, it’s always good to have a mute button on the phone, to ease out any sentiments that might not be nice, but overall, you should adopt the persona of the nicest person you know. Your customer service skills will rise astronomically.
2. Saying No is necessary and beneficial.
During my term of employment when I got to work with the fine folks mentioned above, one simple mantra was continually touted: Don’t say “no”; say, “yes, and…”. So if you were asked, “Would it be possible for the software to contain a solitaire game?”, you were instructed to respond, “Yes, and that kind of functionality will cost you $$$ to implement.” Don’t feel bad if you think this is terrible advice. I didn’t take it and started saying “no” right away. Soon enough, people realized that I spoke the truth. My word was conveyed to many people, who took it at face value. “If Michael says it can’t be done, then we aren’t doing it.”
3. Frame honesty in a way that benefits your customer.
I’m not saying that I never bent the truth. And I’m not saying that I gave the correct answer every time. But I kept my view of honesty such that when there was news to relay (whether good or bad) and it was necessary, I told the truth, 100% of the time. Whether that meant admitting that I had made a mistake, letting them know THEY had made a mistake, or talking about a bug – I was honest. In times where some information would have derailed the project excessively, I may have bent the truth. But this use of truth meant that we worked better! I knew of no other person doing my job who had a better relationship with their customer.
There are multiple other tips that I have and lots of reasons why my relationship was successful where others failed (also very important, those folks I had to work with on this end, mainly Amos and Ryan). I may save those for later. Until then, I look at that package as proof that I was doing something right – whether that was being personable, giving out my cell phone and encouraging after-hours calls, or freely admitting that I was no expert. Cheers for good relationships!!
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