By Nancy Friedman, Keynote Speaker, Customer Service Expert, President of Telephone Doctor Customer Service.
I just read an article about veterinarian clinics and how they’re trying to make their furry ‘guests’ “FEAR FREE.” I had what they call an epiphany.
My goodness I thought. If we can make a visit or a call FEAR FREE for cats and dogs, can we not make it that way for humans?
I started thinking of all the places I fear calling. Cable companies, some government offices, doctor’s offices, bad experiences previously. The list was very full.
Why do we ‘fear’ calling or going in somewhere? Probably for the same reasons vet clinic guests do. The cats fear the dogs in the lobby. Dogs don’t like the smell of the place. They ‘remember’ their last visit and it wasn’t very pretty. And the list goes on. Well, the vets are doing something about it. And you know what? We should too!
Some people fear picking up the phone to call YOUR company or even walk in because they have a preconceived notion of how they’ll be handled. Or they were handled so poorly last time they don’t wanna get knocked down again. Where there’s smoke, there’s fire.
Chances are customers have a right to fear. They’ve been stung. Burnt. Hurt. Choose your own names.
We’ve been down this road many times. You know what should be done, but are you holding your folks responsible to do it? You should.
Are they smiling on the phone BEFORE they answer the call or when a customer walks in? Is it a sincere smile?
Are they looking to help someone or talking to a coworker?
Are they introducing themselves and getting a name from the customer?
Are they truly out to offer assistance; or hoping the customer won’t bother them?
Are they still smiling?????
The less stress the customer has, the better experience they’ll have. The better experience they have, the better reviews you’ll get. Consider gathering ‘fear free’ concepts for your company.
If our animals can get great treatment, we humans can too!