We always talk about how to be a good business and how to give excellent customer service. Now, let’s look at the other side and talk about how to be a good consumer who exudes cordiality and understanding. This is the consumer who wins.
When you walk into a business, do you wear your “best smile?” The employee or business owner needs to see a smile as much as you do. At this point, make sure the person helping you understands exactly what you need and what your price range is. Good disposition and communication will get you the best service.
While checking out, the employee may ask you to show your identification to protect you as well as the business. It’s nice to hear more and more consumers thank the person for asking for identification.
If something does break or an order doesn’t arrive on time, it can be frustrating. Some people will stomp back to the business or call and ream out the business owner. Is that really going to help anyone get his exchange, order or money back more quickly --- or at all?
When I am stymied while working with a business, I ask if they were me how would they feel to have my problem with their business. Getting them to step into my shoes seems to help more than anything.
Stephen Covey said to “seek first to understand before being understood.” Try to understand what it is like to walk in the business’ shoes. Many small business owners work 70 to 100 hours a week. If cash flow is tight, they pay their employees and don’t take a paycheck. They go months without a word of encouragement. It’s not easy being a business owner, especially these days.
Here’s your opportunity to make a difference today. Let the employee or business owner know what they are doing right. What exactly do you like about their service and/or products? Did an employee go out of their way to meet your needs? Be sure and tell their boss.
Businesses get taken advantage of by bad consumers just like consumers do with bad businesses. Be a good consumer. It’ll help you get what you want and make the people at the business feel better. Sounds like a win-win to me.
What experience have you had with a company recently that ended up in a win-win situation?