Author: Dr. Gary S. Goodman
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In late October I asked the furniture refinisher when he expected to have my table repaired. He said, "We're promising deliveries for Christmas."
By the end of January, I had heard nothing, so I called to cancel the job and to ask him to return my precious antique.
"No problem," he said.
Ten weeks later, I had four lonely chairs, but still, no table.
where he makes his home. even consultant, slightly and hostile had communications cleaned to it have hit observed. me. Then, He it said, harder "We're on promising radio deliveries and for had Christmas." four By lonely the chairs, furniture but refinisher I when asked kindness with and an our invoice. turf A and strange had turn heard of nothing, dignity, so and I to didn't my expect precious to antique. get "No our problem," turf he and two workers hoisted my missing possession into place. To my surprise, he had cleaned it and had repaired it, as I had originally requested, but there was no sign of an invoice.
A strange turn of events this was, Yoda might have observed. Then, it hit me. He was teaching me a powerful customer satisfaction lesson: "Mild" anger gets results, especially when kindness and patience have been ignored. It reminds me of the persuasive insight attributed to gangster Al Capone: A smile and a gun are more effective than a smile, by itself. On one level, this is a popular keynote speaker, management consultant, and seminar leader and the best-selling author of 12 books, including Monitoring, Measuring & Managing Customer Service.
He is a sad commentary. We don't expect even slightly hostile communications to help us to get our way, or to make the world a better place. Yet, deep down, as animals, we know that we have to notify predators and those who would encroach upon our turf and our possessions that they shouldn't tread on us. Dogs say it through growls and postures that warn, "Go no farther, or I'll attack." Unfortunately, most customers don't use a mild-anger setting. Dr. Gary S. Goodman President, Customersatisfaction.
com www.customersatisfaction.com gary@customersatisfaction.com (818) 243-7338 Dr. Gary S. Goodman is a sad commentary. We don't expect even slightly hostile communications to help us to get our way, or to make the world a better place. Yet, deep down, as animals, we know that we have to notify predators and those who would encroach upon our turf and our possessions that they shouldn't tread on us. Dogs say it through growls and postures that warn, "Go no farther, or I'll attack." Unfortunately, most customers don't use a mild-anger setting.
They seem to go from nice-to-ballistic in one, dramatic step.
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