Shep Hyken recently had the wonderful opportunity to interview Brian Hamilton on Amazing Business Radio about customer service. Brian is the chairman of LiveSwitch and an entrepreneur who has started, built up, and sold numerous businesses. At the end of every show, Shep asks, “What last nugget of wisdom can you share with our listeners?” He shared an amazing answer:
“The enemy of customer service is pride.”
As he shared what he meant by this profound statement, SHEP knew it was going to be something SHEP would write and talk about.
If you’ve been following Shep’s work, you know one of his favorite concepts is The Customer Is NOT Always Right! Let’s use that as a starting point to understand how pride can be the enemy of customer service.
When we’re taught or told by the boss that the customer IS always right, and one day a customer makes a statement that isn’t right or accurate, we have conflict. Or maybe the customer is argumentative. We have been taught and told – maybe even ordered – to treat that customer as if they are right. But they are not. For example, what happens if you have a liberal 30-day return policy and the customer comes to return the item on day 60, insisting they were told the store had a 90-day return policy? Can you see the conflict? They are clearly wrong, and that conflict is where pride kicks in and gets in the way of good customer service.
For some, it’s hard to put pride aside and empathize and sympathize with the customer’s errant point of view. While we may not directly tell the customer they are wrong, we say something that is combative or argumentative – even if we say it nicely. When pride gets in the way, we might find ourselves thinking:
“I know more than this customer.”
“They clearly don’t understand how our system works.”
“If they just listened to reason, they would realize they’re wrong.”
Those types of thoughts are our pride getting in the way of serving our customers at the highest level. Instead, consider this:
Listen without interrupting, even if you know they’re wrong.
When you do finally talk, choose the right words to avoid escalating the situation.
Empathize and acknowledge their frustration or concern.
Focus on finding a solution rather than proving who’s right.
Remember, the goal isn’t to win an argument. It’s to win the customer. (Another concept I’ve preached for years.) When we let go of pride and focus on helping, we create better outcomes for everyone involved. So, the next time you find yourself in a situation where you know the customer is wrong, ask yourself, “What’s more important, being right or being helpful?” The answer will guide you toward better customer service. Don’t let pride get in the way of good customer service!
James P. Randisi, President of Randisi & Associates, Inc., has been helping employers protect their clients, workforce and reputation through implementation of employment screening and drug testing programs since 1999. This post does not constitute legal advice. Randisi & Associates, Inc. is not a law firm. Always contact competent employment legal counsel. To learn more about the rights of employees who test positive for marijuana, Mr. Randisi can be contacted by phone at 410.494.0232 or Email: info@randisiandassociates.com or the website at randisiandassociates.com
