- Breaking News: Customer tries to get freebie AGAIN!
- This just in: Reports say number of cranky customers on the rise.
- Business Bulletin: Customers are clueless.
- In the News: Customers the highest cause of stress in service professionals.
As humans, we tend to focus on the ‘bad stuff and forget about the good stuff or the normal stuff. When an anomaly happens, it makes the headlines. Big, bold letters and dramatic language sell papers, encourage clicks and create huddles around water coolers. Just think of all the headlines and intense media coverage last month regarding the safety of air travel. The loss of life is tragic. I cannot begin to imagine the depths of pain and suffering felt around the globe because of that. Too often though, that’s where we get stuck. We forget about the millions of people who got on a plane and arrived safely at their final destination.
I see this same perspective in the service industry. Sharing stories about unreasonable, cranky customers is common. Some people go on and on about the cranky, rude, or “out to get a freebie” customer. After a while, they start to perceive all customers as cranky, rude and out-to-get something. Their attitude towards customers tends to bring on more stress than the actual customer.
Yes some customers will lie to get freebies from you. Some are crankier than others. As for clueless – the customer isn’t the expert. They’re not supposed to be, so don’t expect them to be.
Here’s an idea. Instead of sharing stories about the “bad’ customers, share stories about the good to great ones. Count how many good to great customers you serve in a day instead of how many ‘bad’ customers. Focus on the many positive customer interactions, instead of on the small percentage of cranky, rude and out-to-get something people. You’ll be happier, and when you’re happier, your customers are happier.
Do this on a regular basis and in no time, you’ll be watching for the customer instead of watching out for the customer.