Tenet 3 focuses on the two things customers most want: Solutions to Problems and Showing You Care. This Tenet builds on the first two Tenets of Customers Make the Rules and Service Comes from the Inside Out. We have to recognize who our customers are and understand how we directly impact their impression of the Company.
As employees, we deal with problems every day. Identifying the problem is usually easier than determining how to fix it. Unfortunately, that’s why many people prefer to complain about an issue instead of working to solve it. You must determine what you can do.
When you have a problem with a company, what do you hear from the company representative? If they provide a solution(s), you are more likely to walk away with a good feeling about the Company than if they only offer excuses.
What do you think your customers hear when they have a problem? Solutions or excuses? What does your approach say about their value to the Company?
Let’s look at a few scenarios:
A company failed to solve a problem and left you with negative feelings toward an individual or the company.
When a man applied for health insurance, the Company asked for clarification on a note in his Doctor’s file. The Doctor explained that the note did not relate to any diagnosis but was simply added as a recommendation since the patient was new to the area. The insurance company would not let the applicant talk to anyone in underwriting (policy issuance) to clarify the situation. Instead, the company kept sending the same request repeatedly. After multiple attempts to clarify the meaning of the note, the health company declined to issue the policy. The applicant, frustrated with the company’s bureaucracy, vowed to never do business with that health insurance company.
A company solved your problem and left you feeling good about the process
After purchasing a newly built condominium, the new owner compiled a list of remaining repairs with the contractor. During the final walkthrough two days later, all items on the list had been addressed. In addition, the contractor identified a few other items and fixed them as well. The condo owner appreciated the timeliness of the repairs and was impressed by the contractor’s commitment to a providing a quality product.
A company failed to solve your problem but left you feeling good about the process and the company
A tourist visiting the Lego Store at Rockefeller Center in New York City asked a sales associate about New York-themed Architecture sets. The associate pointed out the sets but, unfortunately, the specific set she wanted was not in stock. The associate apologized and offered some solutions. The associate said that if she didn’t need the set right away, he could order it through the Company’s website and waive any shipping fees. If the tourist needed the set immediately, he could provide the names of two stores nearby that had the set in-stock. Although either solution meant more time involved in getting the set, the tourist left feeling good about the interaction with the associate and her overall opinion of the Lego Store.
It comes down to one question: Would you want to do business with your Company?
It is each person’s responsibility to improve company processes and services. If you see an opportunity for improvement, talk about it and share why you think the change would be better for your customers and/or the Company.
The more people understand what has been effective for others the more likely they are to try to meet or exceed that standard. Identify examples of what you and your coworkers have done to provide solutions and bring about positive feelings. Collect these stories and share them whenever possible. People want to know what works and what doesn’t work.
In cases where you are unable to solve the customer’s problem(s), you can still show that you care about them:
- Greet the customer, address them by name, and introduce yourself.
- Listen carefully.
- Acknowledge the customer’s concern or frustration.
- Be empathic. Put yourself in the customer’s place.
- Take ownership of the problem. Don’t pass the buck. Work with a customer until the problem is solved or they have been provided with all of the options available to them.
- Learn from others about the ways they’ve been able to provide a solution or leave the customer with good feelings.
If you recall from Tenet 1 – Customers Makes the Rules, everyone is your customer. From a company standpoint, that means that employees are customers too. You benefit when your company offers solutions to meet employees’ needs. Let’s look at some examples:
To help expectant mothers, the Company may offer maternity parking close to the entrances to reduce the amount of walking. There might also be charitable donation matching, child care, dry cleaning services, car/taxi services, recognition programs, volunteer opportunities, summer hours, free coffee/tea/soft drinks and/or snacks in the office, intramural sports teams, etc.
All customers need and want solutions to their problems. Regardless of whether or not we can solve a problem completely, we have an obligation to leave the customer feeling good about their interaction with the Company. We want customers to know that we care so they will want to continue to do business with our Company. That’s why it is everyone’s responsibility to improve company processes and services.
Over the coming week, identify examples of ways in which you or fellow coworkers have provided solutions and shown customers that you care. Look for examples within all of your customer groups.
Next week we’ll look at The 4th Tenet of Better Engaged Employees – Customers Define Quality and Service.
What did you learn about the service your Company provides? What needs to be changed to become more solution driven and customer focused?
P.S. First time here? Welcome to the Agent In Engagement site. Thanks for taking the time to stop by! I hope you’ll explore the rest of the site. Let me know what employee engagement topics interest you.
Other recent Agent in Engagement articles by Gregory F Simpson:
- Employee Engagement Briefing for Week of October 27 – 31, 2014
- The 2nd Tenet of Better Engaged Employees – Service Comes from the Inside Out
- The 1st Tenet of Better Engaged Employees – Customers Make the Rules
- Archetypes of The Hero’s Journey and The Employee Engagement Journey
- The Hero’s Journey and the Employee Engagement Journey
- What Crayons Can Teach Us About Employee Engagement
- Employee Engagement and Opportunity Cost
Let’s Engage!
I’m Agent in Engagement Simpson…Gregory F Simpson.
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Email me at g…@a…t.com.
Learn more about me at www.gregoryfsimpson.com.
