Service Strategy: Dignity and Empathy Before Direction

Much like toddlers who hear something like 320 "no's" per day, our customers hear more "nos" than they should. Challenged with duties of enforcing policy we are tempted to lead with the negative, "NO, You can't do that..." You can't take that book out because your fines are too high." "We can't give you a refund without a receipt." "We can't complete the project in your timeframe." No, no, no, no and NO!

The word "no" sets a chain reaction within the customer. The sound, akin to finger nails on a blackboard causes hairs on the neck to stand up straight, the stomach to tighten and and an Inner Rebel to emerge ready to do battle with you--a toddler temper tantrum!

Try this---Lead with dignity and empathy before direction.
1. Affirm what you CAN DO versus what you CAN'T DO.

"We can offer you an in store credit card for merchandise."
"We can complete the project in three weeks just one week short of what you want." This strategy demonstrates empathy as it aligns with the customer's preference to be treated in a positive manner.

2. Lead with the NEED of the customer. This shows you not only hear what they want but understand it. This technique requires that you really listen to what they want before you insist on what you want.

Say "We'd be happy to check out your book when the fines are below $10.00." to the person who fine is too high.
Try " We know you'd like to spend more time visiting your family member. Our doors open at 6 a.m.and we'll be happy to see you then." to the person who is lingering after visiting hours.

Assert " We know your call is important that's why we've arranged a call-out area. Here let me show you." to a person who wants to use their cell phone in an unauthorized area.

3. Preserve your customer's dignity by letting them save face.
Use the language of supposition to give your customer an out.

To the person who wants "just ten more minutes" on the computer try this--
"Perhaps you were unaware that we allow customers 30-minute intervals on the computer to give everyone a chance. You can use the computer to complete your project (lead with their need) as soon as you sign up for another session."

Other phrases that suppose something vs. insists on it are:

"Maybe no one informed you that our normal process is..."

"Perhaps you based your opinion on previous information..."

"What if this were an option?"

Make patrons your partners by preserving dignity and demonstrating empathy before you insist on direction.