Customer Service Tip of the Week | Customer Service Solutions, Inc. - Page 47

The company was instituting new human resources policies aimed at holding employees accountable for being late to work.  Employee lateness had been rising, and management wanted to make sure they reinforced the need for people to be on time.

At a meeting to roll out the new policies, a leader stood up in front of his staff and said:  The new policy states that if you’re late to work once, you will get a verbal warning.  If you are late to work a second time, you’ll get a written warning.  If you’re late to work 3 times, you have to take a day off without pay.  And for every other day that you’re late, you have to take an additional day off without pay.

One of the young employees raised their hand, and said:  Just to clarify, I only need to be late for work 3 times, and I get to have a day off?  And every other time I’m late, I get another day off?

The leader looked quizzically at the employee, and said:  Yes…uh, that’s correct.

The employee said to himself:  Cool!

One person’s punishment may be another person’s motivation.  One person’s carrot may be another person’s deterrent.

We cannot assume that everybody is wired the same way, with the same things that get them excited, or make them apathetic, or inhibit their behaviors.  Whether we’re talking about people who report to us, peers that we’re trying to influence to change their decision or behavior, or customers who we are trying to get on board and do their part in a process or their part to accomplish a task, we can’t assume everybody’s motivators are the same.

Seek out the other individual’s goal or their preferences or their desires, and let that guide the approach we take to motivating.

Don’t assume their motivation.

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We want the satisfied customer.  We want the issue resolved.  We want to be able to fix the error or save the client.  We want to feel good coming out of a conversation, or feel like we have accomplished something special.  We want the “win win.”

But all those great feelings and those accomplishments relate to outcomes.  And all too often, we do not control the outcome.

I did the best I could.

Sometimes we have to give ourselves some grace.  We have to realize that we’re not in control of the customer, our policy, our product, our facility, and oftentimes our process or the attitudes of our co-workers.

But there’s nobody in more control of us, than us.

So, if we do the best we could at preparing for the situation through training and practice and reading and learning and listening to others, we can feel good about that.  If we do the best we could in trying to understand the customer, we can feel good about that.  

If we think of potential solutions and we engage the customer and others to try to figure those out, if we tap into what our systems and our policies and our procedures have to offer, we can feel good about that.

The ultimate outcome or the feelings of others are things that we cannot control.

So, if we want to feel good personally regardless of the outcome, we need to do the best we can.  We can feel good about the effort and the actions, and not feel bad because we couldn’t create the perfect outcome.

Do the best you can to prepare and to engage and to try to help.  And instead of feeling bad about the outcome, try to feel a little bit better about the effort you put in preparing for that moment and putting that preparation into practice.

Feel good that you did the best you could.

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