Do your staff get into "autopilot" mode and forget the basics of phone courtesy?

Here's a recent example of this I experienced and how it drove this customer away...

A couple of weeks ago, I called to make a reservation at a hotel I’d stayed at previously. I’ve had mixed experiences with this hotel – some of their staff provide the kind of friendly, classy service you would expect in the hospitality industry, and other times they demonstrate the dull, brusque demeanor you might expect at a convenience store or truck stop.

When I told the receptionist I wanted to make a reservation, what response did get?

The click of my phone call being transferred.

No “Sure, let me connect you…” or “I’d be happy to…” or any number of simple gracious, welcoming phrases.

When I reached the reservation person, she mumbles “Reservations”. When I start to say “Yes, I’d like to….” she interrupts and grumbles “Priority Club Member Number?”.

Throughout the interaction, she barks out each question in a coarse, robotic, abrupt manner.

Later that day, as I reviewed my upcoming business trip, I thought about my experience with the two hotel employees and previous interactions with some of their staff. I found myself dreading the following evening’s potential confrontation with a hotel employee of similar personality.

(Stop… imagine if your customers think of doing business with you as a “confrontation”… especially if you’re in the hospitality business! Do customers have to grit their teeth and prepare themselves for hassle or mistreatment, or indifference with your employees?)

Even though this hotel’s rate was $100 less than the hotel next door – a Hilton -- I thought the extra $100 was worth the reduced potential Hassle Factor.

So I called the Hilton.

The person who answered their phone sounded refined without being stuffy. Their vocal impression communicated competence and a friendly desire to serve.

Now, if you’re a manager or business owner:

1. Which of the above sounds more like your staff?

2. What are you doing to help them remember how important their first impression is?

3. Are you mystery shopping your business to find out how you’re being represented?

4. Are you continually monitoring and coaching your staff, highlighting specific examples of great word choice, vocal intonations, etc as well as ways they could polish their approach?

5. Do you engage your frontline staff in conversations about how mission critical they are… how they are the voice of your business?

If you’re a front line service professional, are you making sure you:

1. Speak at a moderate rate. I’m struck by how many people answer the telephone in speedtalk mode, i.e. “HellothisisSmithVarnySaundersHitchclockAssociateshowcanIhelpyou?”Not only does it communicate that the service person is on autopilot and hurried – not a good omen for the caller – but it also can create confusion. Haven’t you ever had the service person blur their words so much, you’re not sure if you called the right number? That little extra bit of confusion can trigger just the extra bit of irritation that will send the customer over the line from annoyed to difficult.

2. Enunciate. Customers’ antennae are always up for clues about whether the business they are calling competent, whether they’ll be helped or hassled. Mumbling, poor grammar, or a dull presentation communicate: “Dull-witted employees, hassle ahead!”

3. Use correct grammar. (see above).

4. Allow the person to finish their sentences, even if you “know” what they are going to say next. (If the caller does go on and on and you need to pull up that person's account to solve the problem, then interrupt with an apology and perhaps an brief explanation of how it is in the best interest of the customer for you to interrupt them and get their record… i.e. “Forgive me for interrupting, but if I can get your name, I can pull up your account and we can get to solving your problem right away…”)

5. Display enthusiasm and vitality. Since classic research by TARP revealed that “the attitude of indifference” was the major reason why customers defected from a business, starting off the call with indifference is probably not a good thing. Furthermore, the more positively you start off a call, the more often you’ll be able to transform borderline grumpy into happy campers… and therefore the more enjoyable your job will be.

6. Make sure you “keep your well filled.” Given how emotionally draining and interpersonally challenging customer service can be, it’s critical to have enough energy, gratitude, and good cheer to make possible enthusiastic, gracious service. If you feel worn out after a couple of hours on the job, its hard to create a welcoming impression. In other posts, we’ll explore how to stay energized and vital. In the meantime, reflect on your life outside of work. Are you doing enough things in your life that restore you, that make you feel happy to be alive?

E-mail this entry to a friend