How do you say Yes to every customer request? Is it possible? Is this customer service utopia? My friend Christine Trippi wrote a journal entitled Yes Is the Answer. And Cameron Mitchell, about whom I’ve written before, wrote a record with a similar designation, Yes is the Answer. What is the Question?
Both of these authors have a hospitality background. Trippi is a world-class, award-winning hotel manager and Mitchell is a super-successful restauranteur. Both know the value of their purchasers listening yes for an answer.
If you delve a little deeper into the concept, it’s not so much about saying, “Yes” to all customers. It’s about not saying, “No.” And, that’s a pretty big difference, but not to the customer. So, let’s flip this around. Rather than always saying, “Yes, ” the programme can give you just as much impact if “youve never” say “No.”
The key is in how you train people to not say, “No.” Unless the customer’s request is immoral, illegal, could cause the company to lose coin( although sometimes that’s okay in the claim place ), or something that is so far away from what the company does or sells , not saying, “No, ” is not all that difficult. It’s about alternatives and options.
I expected Christine to tell me how she would deal with this scenario. The inn she works at has no airport shuttle, but a client who really territory at the airport calls and queries, “Do you have a shuttle to get me from the airport to the hotel? ”
The simple answer is, “No.” The better rebuttal to tell you, “There are three options to get you to the hotel. You can take a cab, take an Uber or promote, or we’re happy to call a private service and arrange for your transportation.”
I formerly bought a duet of exercising shoes from a shoe accumulation. I affection these shoes so much better I wanted to buy another pair. I went back to the same store, exclusively to be disappointed that the firebrand finished that framework. Without hesitancy, the salesperson had an alternative that he said I would enjoy even more. I tried them on, they fit, and he was right.
In my work, Amaze Every Customer Every Time, I write about the notion, “One to say YES and two to say NO.”( I’ve written about this in past Shepard Letters, very .) Once you have the idea that you don’t want to say, “No” to a purchaser, you must empower your parties to be able to do so. You learn them what they can say, “Yes” to, what they can’t do for the reasons previously mentioned, and how to think in terms of options and alternatives. The intuition is that they come up with ways to take care of a patron, but if they feel they are forced to use, “No” for an answer, they go to their manager or foreman for support. Hence, “One to say YES and two to say NO.”
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