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Newsletter January 2001

How to be a customer!

If you are feeling over managed and under led, you have two options. Complain to everyone you meet about the absence of quality leadership or take on the leadership role yourself. The same goes for customer service. I have just upgraded my computer and the service was poor. The computer is fine. The support service was very poor. As with leadership, we have the same options. Complain or take on the responsibility of an assertive and professional customer until things get better. Here is the best advice I have learned.

Acknowledge and recognise good service.

They must be doing something right. Recognise what is being done well and compliment the deliverer. Behaviour that is rewarded get repeated. Many service organisations are in denial. They have an answer ready if you complain. I was told that I couldn't speak to the MD as the person didn't know his extension number? "Thank you for calling me back" "I appreciate the time you have spent helping me". Maybe the system is poorly designed and this person is really doing all that can be done. So step one is to identify what they are doing well and tell them. Even if you have to dig deep, you will find something.

Be clear about what you want.

If you complain without knowing what you want, you are easy meat. "I am unhappy about your level of service". So what are they supposed to do with your ventilation of feelings. They will be listening for a specific request. Blah! Blah! Blah! is putting no pressure on anyone except yourself. I want the computer delivered before noon. I want the warranty extended to make up for the inconvenience you have caused me. I want you to do exactly what you said you would do. Be very clear about what you want. It might be temporary relief for you to express how you feel but it only confuses the service provider.

Listen to their excuses.

As a professional customer, it is part of your responsibility to listen to the excuses and rationalisations of the provider. Don't get annoyed. Just listen. Maybe even paraphrase. "So you are saying that you don't know the extension number of your MD...and you have no way of getting it"."So you are saying that the organisation delivering the computer are contractors... and not part of your organisation". When you have listened patiently to their excuses, simply return to your broken record and tell them what you want. I recently called on behalf of an elderly friend who has poor hearing. The person had received an invoice which was incorrect. I asked for an xplanation and was told that the person who had received the invoice must call himself. I had already explained that the person has very poor hearing and needed me to call on his behalf. I kept repeating my request for an explanation of the details on the invoice. Someone had to back down. Eventually I was transferred to a supervisor and got an explanation.I didn't get annoyed. I listened, paraphrased and repeated my request.

Be graceful and grateful.

When you have got what you want, be grateful. "I understand that you have rules that you must observe and I am sorry to have gone over your head". "Thanks for your time and patience". If you are unsuccessful, be graceful in defeat. McDonald's wasn't built in a day.

So....become a professional customer. Be patient. Be assertive. Know what you want from them and express it clearly and often. Be grateful and graceful. The revolution is coming but until it does....