First Contact

Welcome to the 123rd edition of “In Touch”. As always, I would love to continue the conversation so please hit reply and let me know what you think.

Story of the Week: “First Contact”

A few weeks ago, I was preparing for a workshop and had ordered branded coasters from Anastasia, my regular supplier. We’ve worked together for years and she always sent them to the same courier office – Point A.

This time, however, the coasters ended up at Point B, which was much further from my office. I called Anastasia and asked why. She reassured me she had sent the package as usual and said the address on it would prove her right.

So, I picked up the phone and called the courier. After keeping me waiting on hold, the operator finally answered. “Yes, the package is at Point B,” she said. When I asked her where my supplier had sent it, she replied, “I don’t know.” When I asked if she could send it to Point A, she said, “Yes, I can – but I don’t know when it will arrive. At the latest, by tomorrow.” I explained that tomorrow was too late, since my workshop started early in the morning. Her reply? “I can’t do anything about that.”

At that point, I told her: “Please tell me what you can do, not what you can’t do.” She hung up.

Think about that. In a moment of stress, the person who held the power to make or break my day was not the CEO of the courier company, not the Head of Logistics, not the Chairman of the Board. It was the telephone operator.

That first point of contact can shape the entire customer experience. A word, a tone or a simple solution can create trust – or destroy it. Leaders: take good care of the people who answer your phones. Train them, empower them and remind them that customers don’t want to hear what can’t be done. They want to hear what is possible.

Because sometimes, the most important person in your company is the one who simply picks up the phone.

Words of Wisdom

“Customer service is not just a task, it’s a relationship-building opportunity.” Nick Glimsdahl

“The customer’s problem may not be our fault but it is still our problem to solve.” Shep Hyken

A Question to Ponder, dear friend.

When your customers call, do they hang up feeling relieved or more frustrated?