People want to return to places that make them feel good about themselves. Remember this, make it a guiding principle and your customers will be happier, your day will be more pleasant and your business will be more profitable.
So, if you are offended by the customer’s tone of voice or their behaviour, first give them the benefit of the doubt and go out of your way to infect them with your positive attitude. Attitudes are contagious. Choose to make yours one that is worth catching.
As customers we can do this too and it’s fun to see the difference it can make.
My wife Gwen loves doing this. Recently, she went to meet a friend in a cafe. Her friend had arrived first. There were still dirty plates on the table from previous occupants. “The waitress said she’d clear it in a minute,” her friend remarked.
Gwen moved the plates and cups to the empty table next to them which also had dirty dishes on it. The waitress arrived and, clearly taking this as some form of implied criticism, as she cleared the next table curtly remarked, “I said I’d come and take them.” She clearly wasn’t impressed and managed to make obvious banging noises as she cleared up. Next she served a couple of people who came in after Gwen and her friend. A not so subtle form of punishment!
She then returned and in a manner that was not at all friendly said, “Are you ready to order?” Gwen in a pleasant tone said, “I’m sorry for moving the dirty dishes, I just thought I was helping.”
“That’s alright”, replied the waitress and her whole demeanour instantly changed. Not just with them but as she went about her work throughout the cafe.
Gwen’s positive way of reacting had clearly made her day. Not only did Gwen and her friend benefit, so did this girl’s work colleagues, customers and no doubt, so did the business.
There are some lessons from this, aren’t there? Perhaps you would like to share what you think they are.
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