So, when I saw that she had posted a blog. I thought this should be a good laugh. Nothing could have been farther from the truth.
Her post titled “No problem….yes it IS a problem” points the finger at something which we’re all guilty – saying NO PROBLEM when some say thank you. While it doesn’t seem like a big deal, it really is.
As Tina points out in the piece, in today’s social media world it’s too easy to get bad press from the customer experience you portray. Don’t blow it when it so easy to say “you’re welcome.
Sometimes customer service is really that easy! You don’t have to overcomplicate it. Just do what your customer wants and show your appreciation.
Too often we don’t sweat the small stuff. Sometime it’s as easy as saying “you’re welcome” to make a customer feel that you cared.
We tend to get too complicated with things. It becomes more confusing for our service people as well as for the customer and we lose an opportunity to win a customer for life in the process.
What’s your customer service policy? Do you require your people to say thank you and you’re welcome?
I often hear the excuse from business owners that their employees don’t care. Sorry to say, but whose fault is that? Who hired the person?
When hiring I always advice clients to forget about the skills. You can train someone to do the skills. But, I can’t teach them something their “momma didn’t teach them!”
While this really seems to be a small thing, as Tina’s post points out very clearly, someone can post nearly instantly a bad experience. Even worse hundreds of people can see it in minutes.
How would you handle as situation like this? Do you have a reputation management plan if it does happen to your company?
A better strategy might be, “how do you prevent it from happening in the first place?” Thank you and you’re welcome are a very good start!