Customer Service Means “Keep Smiling”

Today’s Sunday Saying:

“Smiling makes you feel better about yourself, even if you don’t feel like it. And it always makes other people think better of you.”

Are you having a bad day?  Don’t let your customers know.  Case in point: I am helping a friend manage some rental properties and I had to call the cleaning service this morning to report that one of her cleaning crews was not doing their job.  When I called, she answered in an unfriendly manner.  I have known the owner for several years, so I identified myself and said cheerily “Hi Darla.  How is your day going?”  “Terrible,” she answered. “What do you want?”

As the customer, I certainly had a right to call and complain about the lack of service, but I was almost afraid to tell her about the problem.  I felt I was intruding on her bad day and I didn’t want to make it worse.  When I got off the phone, I thought, “Wait a minute!  Why would I have to worry about her problems?  I’m the customer!”

You can control  your own emotions, but what about your employees.  How do you keep them from letting their bad day spill over into their dealings with customers? Some thoughts:

• Let them know what you expect. As I mentioned a few days ago, communicate your expectations to employees so they know you want them to smile and be pleasant, even if they are having personal problems or not feeling well.
• Catch them smiling and being pleasant.  Thank them, recognize them when they do well.  Carrots are always better than sticks.
• Recognize consistent positive attitudes, with an “employee of the month” award.
• Let customers tell you who is doing well.  Survey them or ask them to vote on your “employee of the month.”

Positive, friendly, smiling employees make for happy customers.  And you get the added benefit of having a great place to work!

Image: FeVaPhotos@flickr