Face it! Mixing people pleasing with customer service will always suck for you and what to do about it

 

 

Huh?! What the heck are you talking about. Have you ever been in customer service? Do you even know what you’re talking about?

Isn’t the whole point of customer service to make them happy so they’ll come back. What about “the customer is always right”? “Service with a smile.”? You’d better have a good explanation for such a ridiculous statement.

In fact, I have a great explanation. And it comes from over 30 years of customer service experience. Just humor me and follow along.

First of all, you’re right.

• We must give service with a smile.

• Assure the customer they may be right (a topic for another time) .

• Offer them preeminent service. Satisfied customers are our bread and butter.

Rather, what hurts your business is being a “people pleaser” and not a customer pleaser. There’s a huge difference.

One satisfies the client’s need the other satisfies your needs. Why can that be bad for the health of your business? Because people pleasing can be an addictive behavior. It’s like consuming alcohol, in moderation it’s fine. However, done to excess it can lead to problems. How so?

What I’m talking about here is making unrealistic promises, pricing or timelines. You’ve made your client happy without delivering anything yet. YOU feel good because you made your client happy.

Entrepreneurs are human too. We like the ego rush when someone gushes over us as their hero. Next, consider…

Are people pleasing gremlins hiding in your business? Turn them into ‘wows’ instead 

So now I’d like to help you experience 3 people pleasing gremlin busters. As you read these tips you’ll begin to see ways you can properly please your prospects.

(Gremlin Buster #1) Quoting a price before you have all the facts.

Get to wow by asking…

Will I need extra resources, material, equipment, staff?

Are all the requirements for the job clear and agreed upon?

Are your timelines realistic? Don’t over promise and under-keep. Be crystal clear on your intent.

You may get the job. As well as a bad rep if you don’t deliver the goods.

(Gremlin Buster #2) Offering add on services beyond your capabilities. 

Get to wow by considering…

While it’s a great idea to include an add on or freebie it must be something you can handle.

Offering an expensive or dubious perk may be setting the stage for big problems.

For example: You delight a client by giving free photography services as part of a marketing job. But if your skills are marginal, or you don’t have a go-to person or resource you have a problem.

Because if the photos aren’t of the best quality or choice – now you have a poor product and dissatisfied customer.

(Gremlin Buster #3) Committing to unrealistic timelines.

Get to wow by….

Setting practical timelines within your limitations, resources and job.

Break the job down into tasks.

Determine time estimates, equipment and resources for each step.

Factor in your “fudge ratio” so you can finish the job on time.

Remember, work doesn’t always go as planned. You need a time buffer.

For more information on “fudge ratio” check out this Steve Pavlina article.  

Here’s a sample of what a people-pleaser vs. customer wow may sound like.

Let’s look in on a  janitorial company bidding for a job.

 

‘The people pleaser way’

Janitorial: Thanks for giving us a chance to bid. I understand you have an 800-sq. ft. office showroom floor that needs stripping and waxing.

Customer: Yes, we need it done in the next 2 weeks. How long does it usually take you to do the job?

Janitorial: That’s a pretty quick job we should be able to have it done in about an evening.

Customer: Good. But we also have a small concrete floor area that needs to be sealed. Would you be able to seal it as part of your waxing?

Janitorial:  We can manage that. In fact, I’ll throw it in as a courtesy for you choosing us.

Customer: Sounds great! Would it be possible to have it done next Monday – before the 2 weeks are up? That would actually work better for us.

Janitorial: We should be open that day, I don’t see a problem fitting you in.

Customer: Fantastic! I think we can do business here, send me a quote…

Congratulations! You’re hired. The day of the job you show up later than you figured. You discover the office has 2 large tables and 6 display racks. Where do you move them to? This is gonna take a lot longer than you figured. You don’t have the proper sealer for the concrete floor either.

Now you’re calling up your customer telling them the job won’t be done overnight. There may be extra cost because furniture moving and a special sealer wasn’t factored in. Well, at least you made your customer happy until you started working.

Compare this to the opposite…

The ‘wow the customer’ way

Janitorial: Thanks for giving us a chance to bid. I understand you have an 800-sq. ft. office showroom floor that needs stripping and waxing.

Customer: Yes, we need it done in the next 2 weeks. How long does it usually take you to do the job?

Janitorial: Our crew takes about 4 to 6 hours for a complete job that size. We work overnight, doing a deep strip and using fast drying sealer and wax. Is the area clear of furniture or fixtures? If it isn’t we have to factor in moving and replacing those items into the cost.

Customer: It has 2 large tables and 6 display racks. You can store them on another floor while you work. Oh! And we also have a small concrete floor area that needs to be sealed. Would you be able to seal that as part of your waxing?

Janitorial:  That’s outside my area of expertise. But I partner with another company specializing in concrete sealing. I can co-ordinate it so we get both jobs done at the same time. As well as getting you a 5% discount on the concrete sealing. With the display rack and tables depending on the size – it will add about an extra 2 hours to the job. We’ll have to start earlier in the evening. Is that OK?

Customer: Sounds great! Would it be possible to have it done next Monday before the 2 weeks are up? That would actually work better for us.

Janitorial: Let me check. We’re booked for an early evening job and it would run into our time to give you a proper job. We also need to co-ordinate with our partner. Does the next day work for you, on Tuesday the…? You get the idea.

In conclusion – your takeaway

Know your stuff, your limitations and your customer’s needs. Avoid making promises you can’t keep. Offer them what you know you can deliver. Will it be perfect every time? Of course not, nothing ever is. But you want to stack the odds in your favor so you’ll come off as reliable, competent and professional.