Get Yourself Spring-Loaded
An
e-mail arrived with a fragmentary phrase that absolutely
caught my attention. The writer referred to many upset
customers being 'spring-loaded in the pissed-off position'.
What a phrase! And what an observation.
Ever noticed how quickly you get triggered when the
service you receive goes bad? Ever noticed how short
the fuse can be on the customers around you?
I decided to try the opposite approach and
see what happens. I've been traveling a lot lately,
and whenever I've needed personal service, I put myself
in an intentionally good mood: 'spring-loaded in the
appreciative position'.
Guess what happened?
I met friendly waiters, chatty taxi drivers and airline
check-in agents who went out of their way to help me.
I got telephone assistance way beyond expectations and
found sales staff who were polite and eager to please.
Everywhere I turned, service providers gladly went above
and beyond the normal call of duty.
I wonder why? Was it something in the water? Something
in the air? Or something more fundamental - about me?
Key Learning Point
Service is a two-way
street. Life is, too. Want good service? What you send
out comes right back to you.
Action Steps
Make the decision to get great
service from today. It's easy! Just get yourself `spring-loaded
in the appreciative position'.
Next Article in Customer Service Standards >>
Do 'Captive Customers' Deserve Great Service?
First Article in Customer Service Toolset >>
Future Sales are Hiding in Service
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Ron Kaufman is an internationally acclaimed customer service training educator for quality service.
He is author of the bestselling series "UP Your Service!" and founder of
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