Communication - Personal Development - Business

Starbucks used to sell breakfast sandwiches, which makes sense because they sell coffee! A normal routine that many of us have adhered to is eating breakfast, the most important meal of the day. Did you notice the word - used to? A group of haughty, loudmouthed critics convinced the founder, Howard Schultz, to discontinue the breakfast fare because as he states “The egg sandwiches debased the Starbucks image because the scent of the warmed sandwiches interferes the coffee aroma in our stores.” Pleaaassssseeeee!

Steve Forbes, of Forbes Magazine Editor-in-Chief, even writes about Starbucks stock price falling by half, leaving shareholders feeling as if they’ve been drinking airline coffee.

Here is the real issue - the minority starts ruling the majority because as many know, the squeaky wheel gets greased. I read a statistic that says that 98% of the customer service issues are caused by 2% of the people. This is even more stunning than Vilfrado Pareto’s 80/20 rule. So, what does this mean? The rest of us suffers because of a hand full of difficult people are more vocal and become whiners. Plus, many people just won’t take personal responsibility for their actions and choices so they want to infect everyone else with their haughty, loudmouthed, difficult person stance.

At least Mr. Shultz is trying to make sure all the Barristas know that “breve” is the term coined by Starbucks for half and half by closing the stores for three hours last week to make sure all were properly trained.

Maybe he was also teaching them how to make a really good egg sandwich!

 Marsha

Tags: dealing with difficult clients, difficult people, whining by Marsha
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Want to have some fun? Type in “Companies that suck in customer service” into your web browser search engine. On last count, there were 1,670,000 web sites, postings, and blogs outlining specific company names and problems displaying difficult people’s behavior. Is your company part of that list? Whether you are the leader of the company, on the maintenance team or anything in between, you should be concerned. The minute a company heads down hill, and many times, it is because of poor customer service results, your job is in jeopardy.

Headlines read: Google to Refund Abandoned Video Customers, to the airlines cutting down on frequent flyer programs like Continental Airlines and Delta , create toxic client behavior and difficult people.

Here is the quick and easy solution:

1. Everyone you touch everyday is your customer and that means everyone. From the gardener to the grocery clerk, the doctor to the door attendant and your partner to your parents (this includes your kids), they are all your clients. Now quit laughing. You must hone your behavior and responses to be consistent 24/7. Taking personal responsibility for all your outcomes is the key.

2. It is the perception of the client that is important and yes, the customer is always right. Of course, some people are not a good fit with your services and products so you refer them to someone else that can build a better relationship. That means you may be giving your competitor business. Because of #1, you may lose great clients and employees to higher ground. If an employee perceives that they are not being treated fairly, they will seek another position.

Don’t jump to conclusions. Rather, ask questions that help clarify the cause of the customer’s problem. Continue to dig by asking questions and paraphrasing their responses.

- Don’t use their name too frequently. Think about how you feel when someone does this to you. Their toxic behavior will be amplified if you do!

- If their assertion is well stated and the conversation is flowing, let them finish two or three comments, then paraphrase. Their anger will heighten if you play their words back to them too frequently.

- Concentrate on listening. Beware that in the moment if you are taking notes, typing or doing something that distracts you from the issue at hand, you are not providing the best in client care. I understand that in some circumstances you need to input the information on the computer so just write down the key words and fill in the blanks later.

- Don’t let your mind wander back to a similar scenario you had and how that was resolved. Stay in the moment. There will be some part of their complaint that is unique and you will miss it if you are into recalling the past.

All a Toxic Client wants is…
- Timely service
- Fast response
- Knowledgeable Customer Service Reps
- Advice and counsel when appropriate
- Accuracy
- Consistent service
- Fair pricing
- Courtesy
- Promises kept

Get in control of customer service and client care. It is your job, no matter what your position, how toxic their behavior is, or how bad your day is.

Please visit www.MarshaPetriesSue.com or email at Marsha@MarshaPetrieSue.com. Marsha’s blog: www.DecontaminateToxicPeople.com

As a professional speaker and author, Marsha Petrie Sue is the Mohammed Ali of communicators. She can dance and look pretty, and she uses the entire ring, but she knows how and when to land a knockout punch. Get the smelling salts! Her presentations are charm school with live ammunition. She is the author of Toxic People: dealing with difficult people in the workplace without using weapons or duct tape.
Available at major bookstores and online

Tags: awareness, client care, communications, cooperation, customer service, dealing with difficult clients, difficult people, perception, sanity by Marsha
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