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The Positive Side of Negative Thinking

Some people don't understand what they DO want until first they articulate what they DON'T want. So while looking through some of my older customer care tips , I ran across one entitled, "I Hate It When." Immediately I judged it "too negative" and then I re-read it...and found good learning here and so today I am sharing this one again in hopes that the negative slant will cause some positive thinking to result.

If you know me, you know I am committed to a way of thinking, a way of working and a way of leadership that I call positive. Positive living in a sometimes awfully negative world is challenging. It takes effort, it takes discipline and it takes practice.

Because my effort and intention go towards seeing the positive, I was never big on what one would call "negative" persuasion. You know what I mean, it's the "7 things you should NEVER do . . ." "10 things you should NEVER eat . . ." the "The four deadly exercises you should avoid like the plague" (yeah, yeah teach me those!)

I don't use this style too much but I do appreciate the fact that there is learning everywhere.

I've come to understand that the contrast the negative point of view illuminates is very helpful in understanding what's missing in a situation and what might be changed.

Some people don't understand what they DO want until first they articulate what they DON'T want. So while Amy and I were looking through some of my older customer care tips as we prepare to compile a book of some of the favorites, we ran across one entitled "I Hate It When." Immediately I judged it "too negative" and then I re-read it - and found good learning here and so today I am sharing this one again in hopes that the negative slant will cause some positive thinking to result. Enjoy....

A few weeks ago a friend said, during the course of a conversation we were having, "I hate it when they do that." She was referring to someone's bad telephone manners. My ears perked up. I wondered whether or not most of us had some "pet peeves" or some real strong opinions about service delivered poorly - you know - the kinds of things that drive you crazy.

I took a little survey and it seems you do. See if you recognize your I-hate-when "pet peeve" somewhere in this list.

Our number one pet peeve was, hands down, the Automated Receptionist! Specifics include "I hate it when you call and the auto attendant gives you choices and none of them are what you want and they don't give you the option of finding a real person."

"I hate when there are seven choices on the first menu, and then seven choices on the second menu - by the time you get to the third menu, you've forgotten why you called in the first place."

"I hate it when the voice recognition system doesn't recognize your simply spoken and skillfully articulated words - even after you shout them."

And it seems that even when we do get a "real" person there are snafus galore. "I hate it when they don't know the answer to your question and they transfer your phone call to someone else who also does not know the answer to your question...and they don't know the answer to your question and they transfer your phone call...and so on and so on...."

"I hate it when I am asked if I can be put on hold, then I am before they even hear my response. Why ask?"

" I hate it when I ask for the CEO and the Assistant says "May I ask who's calling?"...and then comes back and says she's not in. Translation: She's in, but I'm not important enough for her to take my call. Or, when I identify myself, if I don't meet specific criteria, I am then automatically dumped into voice mail."

Besides those who give very bad phone, there are those whose in-person skills are apparently worse!

"I hate it when...

... They say "That's not my department, I'll see if I can find someone to help you." Then they walk off into no man's land and never return. (Guess they never did find someone, huh?)

...They ask if they can help you and when you do respond with something other than the "just looking" response, they get that "deer in the headlights" look.

...They don't have your size or color and you ask them to check other stores in the chain, the clerk says they can only call *one* store for you.

...They never return to refill your beverage in restaurants.

...They let their inflexible retail computer system dictate the terms of your purchase. ("I pressed the wrong key so I have to rescan all 10 items while YOU wait 10 more minutes.")

...They won't sell you the last size small sweater left right before a holiday because it is on the mannequin and it is against store policy to take it off display. ("I'm sorry we can't sell you that sweater, it's against our store policy" - and so is making money, I guess)

...Store managers and "top dogs" stand around talking to each other, planning new displays, etc. while seemingly invisible customers try to work their away around them to find what they need. (At least get out of the away so we can buy your merchandise if you're not going to ask if we need help!)

...A store (with an established brand) employs people with math skills worse than my first grader. (And that as a result of not being able to do simple math, I have to spend an extra twenty minutes haggling with them about what should be a simple return.)

...There isn't a clearly marked map of where things are. (Hey I am NOT one of your regular customers - thank goodness!)

...The "Help" phone has been ripped off the column. (Now there's a statement!)

...There is no teamwork instilled in the sales clerks. (Sorry - I can't help you with that 'cause I'm not getting a commission on it.)

...I hate it when a clerk doesn't acknowledge my greeting, doesn't make eye contact with me, doesn't thank me for my business.

Wow, these are some powerful reminders that customers have some strong negative opinions (hate is a strong word) and are certainly not building loyalty or love with companies that provide these kind of experiences.

Studies say that for every person that takes the time to complain there are 26 others that have an identical complaint. How many of your customers are unhappy with some of your practices?

Here are two things you can do with this tip to help you improve your customer relationships.

Use this as a checklist and go through your company to look for the things your customers hate. Look for all the customer touch points and see if the experiences there are worthy of customer love, or if they've become someone's pet peeve.

If you're brave you can ask your customers about their pet peeves with your company. You can also ask them for the contrasting view, "So how would you like to see us do it?"

Another way to use this tip? Ask your staff to fill in the blanks. "I hate it when..."can be a great conversation starter. Get people to share with you what their pet peeves about service are and get them talking about what your customers would answer to that question.

Then, get them working on changing the negative to the positive. Let's start paying real attention to the things that turn our customer "off" to loyalty to our companies so we can find ways to turn them "on" and keep them happy.

So you see, there can be a positive side to negative thinking.

Take care,

JoAnna

JoAnna Brandi is Publisher of the Customer Care Coach® a weekly training program on mastering "The Art and Science of Exquisite Customer Care." She is the author of books such as "Winning at Customer Retention - 101 Ways to Keep 'em Happy, Keep 'em Loyal, and Keep 'em Coming Back" and "Building Customer Loyalty - 21 Essential Elements in ACTION."

A Speaker and consultant, she is publisher of the bi-weekly Customer Care Tips Bulletin. To receive her free bi-weekly tips bulletin, sign up at www.returnonhappiness.com. You can also reach JoAnna at 561-279-0027 or e-mail joanna@customercarecoach.com.