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Casual Articles - Responding With Why Is A Sure Bet That You Won't Get To What, Where, When And How
SNAPSHOT IN TIMEEach morning I get out early and walk. The light is terrific as the sun rises and I have gotten into the habit of taking my camera along. The details that are revealed in the pictures often surprise me.Although strategic planning is about the future, it starts with a clear picture of today. By zooming in and focusing on the environment, the conditions within your business, and what makes you unique, you will find useful information to help develop effective strategies for the coming year. There are many dynamics, both internal and external that affect success.Let's take a closer look inside your business.INTERNAL ASSESSMENTHow do you gain perspective on the environment that you work in every day?There are many tools, methods and practices that focus on differe
“Mr. Jones, although we have not met your expectations, I really want to resolve this for you as soon as possible. May I take a look at your records and see where the breakdown occurred? Thank you, I have had a chance to review the records and now I can see what happened. Let me correct this for you. I will have a repair person on your site today at 4:00 pm, or would 5:00 pm be better?”
“Mr. Jones, I am glad that you brought this to my attention. I will be sending this into the company’s main office for further review. In the meantime, I have a solution to correct this situation. Would you allow me to handle this for you by….”
Hey, these are just some examples. You are going to have to tweak them to fit your situation and company’s policies. However, there
The first step you’ll have to take to launch your printing business on the right track is quite obviously to purchase the equipment. While we’ve already touched on the expenses of certain cogs in the system, we haven’t really considered the overall price.If you’re starting out, you should seriously consider the idea of purchasing a “starter pack”. They can be found across many websites, although once again, XPres provide a great solution for UK based clients.For around ?2500, you can get yourself a basic package with all the equipment necessary to launch your printing business. This includes a printer, a digital cutter, weeder, silicon paper, and an extensive support program to aid those first few weeks. You also get free installation advice for the deal.Naturally, depending on what equipment you
Do you need to know WHY it did not get done? Or WHY the request had not been processed? Or WHY it did not ship yet? Or WHY the company had not fulfilled its promise?
The answer is NO!
When personnel start to offer an explanation or a reason as to Why something did not get done, they are beginning to break down the process of actually helping the person on the other end of the call.
Let me explain.
When we are requesting service or help, most times (if not all), we are not going to be repairing the problem.
Whether it is a part that malfunctioned or a widget that stopped working or maybe, you had ordered something and it had not arrived, chances are the Customer is relying on the company to offer a solution and get the situation handled.
You are not expecting your Customer to take the information you are providing them, break out their tool box and disassemble your widget and repair it themselves, are you? Or jump into their car and drive to the nearest shipping facility with a way bill and start sorting through packages to find theirs?
So, why would you go into a long explanation as to why the widget quit, or why the part did not ship, or any other explanation at all?
Most of the time, when the explanations start flowing, that Customer Service person is beginning to lose their objectivity in handling the request. They are beginning to feel a little vulnerable to THEIR POSITION and the Customer, and now begin to offer up an explanation as a barrier, in the hope that by offering such an explanation, it will somehow soothe the Customer.
When the Customer calls in, they are only looking for an answer to their question, how are you going to help them and when are you going to get it done. If they require more information, they may ask, and at that time you as a Customer Service Professional, can then elaborate, briefly.
When they are calling in, the last thing they want to hear is “We couldn’t process your request. The person who normally handles those requests is out on _______.” Fill in the blank. It could be anything, vacation, bathroom break, hardship or bereavement absence, but does it really matter, to you the Customer or to the Customer who has called your company? NO!
“Susan has been working on all the requests, has been staying late, eating lunch at her desk, and did not have enough time to process your request until late in the day.”
“The weather delayed us sending out your order until this morning, and you should see it sometime later this week.”
Instead of these explanations, which merely highlights the company’s ineffectiveness and poor scheduling or training,(or poor planning in the case of the weather), the call should sound something like this:
“Mr. Jones, we received your request, it is in process and you will see the order arrive on Tuesday of this week.”
“Mr. Jones, I will have a replacement widget shipped to you this week. Please return the broken widget in the package provided for a credit on your next purchase.”
“Mr. Jones, our policy here at ABC works is to replace any defective component within 5 business days. Today is Wednesday, and I will be shipping out a replacement overnight. You should see it by Tuesday, next week.”
“Mr. Jones, we are scheduling late hour in home repairs as a convenience to our Customers. Which day works best for you, Wednesday evening at 6:00 pm or Thursday evening at 6:00 pm?”
“Mr. Jones, we have processed your prescription order and faxed it over to the pharmacy on Main street. You can check with them later today to see what time it will be available for pickup.”
If the Customer requires any further explanation, they will ask for it. Of course, sometimes you may be getting an earful. People are angry when they are calling. Anger comes from a fear, and it is this fear that you want to address. That call may sound something like this.
“Mr. Jones, although I am not in your position, I can understand your desire to resolve the situation. Let me handle this for you. I will ship you a new widget priority overnight, and call the shipping company to make sure they get it delivered right away. Please take down my name and number, and if you have any further need, please call me.”
“Mr. Jones, although we have not met your expectations, I really want to resolve this for you as soon as possible. May I take a look at your records and see where the breakdown occurred? Thank you, I have had a chance to review the records and now I can see what happened. Let me correct this for you. I will have a repair person on your site today at 4:00 pm, or would 5:00 pm be better?”
“Mr. Jones, I am glad that you brought this to my attention. I will be sending this into the company’s main office for further review. In the meantime, I have a solution to correct this situation. Would you allow me to handle this for you by….”
Hey, these are just some examples. You are going to have to tweak them to fit your situation and company’s policies. However, there
1) UPS provides $100.00 of FREE insurance on every package. You may purchase additional insurance for higher value items. You pay for ANY insurance at the post office, and the rate STARTS at $1.35.2) UPS services are GUARANTEED! If the package does not arrive on time (unless weather affected the shipment), even on a ground shipment (except from 12/12 through 12/24 of any year due to the volume of air packages that in the system for the Christmas rush), you get a FULL REFUND of your shipping charges, usually within 2 weeks of filing. Try and get a refund from the post office, even for Express Mail.3) UPS packages are trackable. The post office charges you for the "privilege" of tracking your package. There is no need to pay for certified mail and/or return receipt requested when you have UPS as the alter
You are not expecting your Customer to take the information you are providing them, break out their tool box and disassemble your widget and repair it themselves, are you? Or jump into their car and drive to the nearest shipping facility with a way bill and start sorting through packages to find theirs?
So, why would you go into a long explanation as to why the widget quit, or why the part did not ship, or any other explanation at all?
Most of the time, when the explanations start flowing, that Customer Service person is beginning to lose their objectivity in handling the request. They are beginning to feel a little vulnerable to THEIR POSITION and the Customer, and now begin to offer up an explanation as a barrier, in the hope that by offering such an explanation, it will somehow soothe the Customer.
When the Customer calls in, they are only looking for an answer to their question, how are you going to help them and when are you going to get it done. If they require more information, they may ask, and at that time you as a Customer Service Professional, can then elaborate, briefly.
When they are calling in, the last thing they want to hear is “We couldn’t process your request. The person who normally handles those requests is out on _______.” Fill in the blank. It could be anything, vacation, bathroom break, hardship or bereavement absence, but does it really matter, to you the Customer or to the Customer who has called your company? NO!
“Susan has been working on all the requests, has been staying late, eating lunch at her desk, and did not have enough time to process your request until late in the day.”
“The weather delayed us sending out your order until this morning, and you should see it sometime later this week.”
Instead of these explanations, which merely highlights the company’s ineffectiveness and poor scheduling or training,(or poor planning in the case of the weather), the call should sound something like this:
“Mr. Jones, we received your request, it is in process and you will see the order arrive on Tuesday of this week.”
“Mr. Jones, I will have a replacement widget shipped to you this week. Please return the broken widget in the package provided for a credit on your next purchase.”
“Mr. Jones, our policy here at ABC works is to replace any defective component within 5 business days. Today is Wednesday, and I will be shipping out a replacement overnight. You should see it by Tuesday, next week.”
“Mr. Jones, we are scheduling late hour in home repairs as a convenience to our Customers. Which day works best for you, Wednesday evening at 6:00 pm or Thursday evening at 6:00 pm?”
“Mr. Jones, we have processed your prescription order and faxed it over to the pharmacy on Main street. You can check with them later today to see what time it will be available for pickup.”
If the Customer requires any further explanation, they will ask for it. Of course, sometimes you may be getting an earful. People are angry when they are calling. Anger comes from a fear, and it is this fear that you want to address. That call may sound something like this.
“Mr. Jones, although I am not in your position, I can understand your desire to resolve the situation. Let me handle this for you. I will ship you a new widget priority overnight, and call the shipping company to make sure they get it delivered right away. Please take down my name and number, and if you have any further need, please call me.”
“Mr. Jones, although we have not met your expectations, I really want to resolve this for you as soon as possible. May I take a look at your records and see where the breakdown occurred? Thank you, I have had a chance to review the records and now I can see what happened. Let me correct this for you. I will have a repair person on your site today at 4:00 pm, or would 5:00 pm be better?”
“Mr. Jones, I am glad that you brought this to my attention. I will be sending this into the company’s main office for further review. In the meantime, I have a solution to correct this situation. Would you allow me to handle this for you by….”
Hey, these are just some examples. You are going to have to tweak them to fit your situation and company’s policies. However, there
With the growing economy the Material Handling industry is also expecting a boom. As an industry, Material Handling involves various stages like planning, organizing, application, etc. It revolves around the acts of loading, unloading and moving goods within a factory using mechanical devices that are called Material Handling Equipments.Material handling equipment means equipment, including its supporting structures, auxiliary equipment and rigging devices, used to transport, lift, move or position persons, materials, goods or things. It also includes mobile equipment used to lift, hoist or position persons, but does not include an elevating device that is permanently installed in a building. As per a recent research report conducted in the industry, there are almost 4000 distribution outlets for the Material
When they are calling in, the last thing they want to hear is “We couldn’t process your request. The person who normally handles those requests is out on _______.” Fill in the blank. It could be anything, vacation, bathroom break, hardship or bereavement absence, but does it really matter, to you the Customer or to the Customer who has called your company? NO!
“Susan has been working on all the requests, has been staying late, eating lunch at her desk, and did not have enough time to process your request until late in the day.”
“The weather delayed us sending out your order until this morning, and you should see it sometime later this week.”
Instead of these explanations, which merely highlights the company’s ineffectiveness and poor scheduling or training,(or poor planning in the case of the weather), the call should sound something like this:
“Mr. Jones, we received your request, it is in process and you will see the order arrive on Tuesday of this week.”
“Mr. Jones, I will have a replacement widget shipped to you this week. Please return the broken widget in the package provided for a credit on your next purchase.”
“Mr. Jones, our policy here at ABC works is to replace any defective component within 5 business days. Today is Wednesday, and I will be shipping out a replacement overnight. You should see it by Tuesday, next week.”
“Mr. Jones, we are scheduling late hour in home repairs as a convenience to our Customers. Which day works best for you, Wednesday evening at 6:00 pm or Thursday evening at 6:00 pm?”
“Mr. Jones, we have processed your prescription order and faxed it over to the pharmacy on Main street. You can check with them later today to see what time it will be available for pickup.”
If the Customer requires any further explanation, they will ask for it. Of course, sometimes you may be getting an earful. People are angry when they are calling. Anger comes from a fear, and it is this fear that you want to address. That call may sound something like this.
“Mr. Jones, although I am not in your position, I can understand your desire to resolve the situation. Let me handle this for you. I will ship you a new widget priority overnight, and call the shipping company to make sure they get it delivered right away. Please take down my name and number, and if you have any further need, please call me.”
“Mr. Jones, although we have not met your expectations, I really want to resolve this for you as soon as possible. May I take a look at your records and see where the breakdown occurred? Thank you, I have had a chance to review the records and now I can see what happened. Let me correct this for you. I will have a repair person on your site today at 4:00 pm, or would 5:00 pm be better?”
“Mr. Jones, I am glad that you brought this to my attention. I will be sending this into the company’s main office for further review. In the meantime, I have a solution to correct this situation. Would you allow me to handle this for you by….”
Hey, these are just some examples. You are going to have to tweak them to fit your situation and company’s policies. However, there
Stop Talking Yes, you heard right. Stop talking and start listening. Most people are very poor listeners and even worse, they constantly interrupt the other person. Since everyone enjoys talking, it takes a real effort to break these very bad habits. But it is the only way you will ever become a successful communicator. A good rule of thumb is to let the other person do 75% of the talking and you only do 25%.The Power of Listening The reason why listening is so powerful is because it builds trust. The more you listen to another person, the more he or she trusts you and believes in you. Listening also builds the other person's self-esteem. When you listen carefully to another person, you are in effect telling them that what they have to say is so important that you aren't going to
“Mr. Jones, our policy here at ABC works is to replace any defective component within 5 business days. Today is Wednesday, and I will be shipping out a replacement overnight. You should see it by Tuesday, next week.”
“Mr. Jones, we are scheduling late hour in home repairs as a convenience to our Customers. Which day works best for you, Wednesday evening at 6:00 pm or Thursday evening at 6:00 pm?”
“Mr. Jones, we have processed your prescription order and faxed it over to the pharmacy on Main street. You can check with them later today to see what time it will be available for pickup.”
If the Customer requires any further explanation, they will ask for it. Of course, sometimes you may be getting an earful. People are angry when they are calling. Anger comes from a fear, and it is this fear that you want to address. That call may sound something like this.
“Mr. Jones, although I am not in your position, I can understand your desire to resolve the situation. Let me handle this for you. I will ship you a new widget priority overnight, and call the shipping company to make sure they get it delivered right away. Please take down my name and number, and if you have any further need, please call me.”
“Mr. Jones, although we have not met your expectations, I really want to resolve this for you as soon as possible. May I take a look at your records and see where the breakdown occurred? Thank you, I have had a chance to review the records and now I can see what happened. Let me correct this for you. I will have a repair person on your site today at 4:00 pm, or would 5:00 pm be better?”
“Mr. Jones, I am glad that you brought this to my attention. I will be sending this into the company’s main office for further review. In the meantime, I have a solution to correct this situation. Would you allow me to handle this for you by….”
Hey, these are just some examples. You are going to have to tweak them to fit your situation and company’s policies. However, there
Trying to communicate your company’s message can be quite difficult if you’re working with a limited advertising budget. One of the biggest problems with having a small budget is that reaching your audience becomes more challenging since you may have fewer opportunities to put your message out. In order to effectively get your message out you need to make creative choices when deciding which types of media to use.Buying ad space for TV, radio and magazines can add up quickly giving you a hefty bill to foot each month. To avoid high monthly costs for ad space consider using any space that your company may already own. For instance, if your company is already using vehicles for its everyday business, think about taking advantage of that space for advertising. Fleet graphics are a great way to maximize the use of
“Mr. Jones, although we have not met your expectations, I really want to resolve this for you as soon as possible. May I take a look at your records and see where the breakdown occurred? Thank you, I have had a chance to review the records and now I can see what happened. Let me correct this for you. I will have a repair person on your site today at 4:00 pm, or would 5:00 pm be better?”
“Mr. Jones, I am glad that you brought this to my attention. I will be sending this into the company’s main office for further review. In the meantime, I have a solution to correct this situation. Would you allow me to handle this for you by….”
Hey, these are just some examples. You are going to have to tweak them to fit your situation and company’s policies. However, there is a common theme through all of these.
1st. I acknowledged the Customers emotion, and then set it aside. It is important to work with the facts, things you can correct. By doing so, you remain objective and in a better position to help the Customer. Once you become emotional, you cannot help them. Practice taking a deep breath, pause a moment before answering, and address the facts.
2nd. Don’t offer an explanation unless the Customer requires more information. If they ask, address the request and stop. Then reconfirm the solution you have outlined. If the Customer is still upset, you may need to let them continue to vent or get it off their chest. If you stop that process, you will stop the process of getting the problem resolved.
3rd. Remain objective. Remember it’s your job to HELP them, and they need help. That’s why they are calling. Stick to the facts.
4th. Be specific. Make sure you are telling them exactly when, what, where and how you are going to help them, not WHY! Plan a solution and then offer it. Then wait. If it won’t work, they’ll let you know. And they will appreciate the fact you are handling their request and not offering an explanation as to WHY you couldn’t!
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