Misunderstandings and mistakes happen in every business. At some point, everyone in business has to deal with an upset customer. The challenge is to handle the situation in a way that leaves the customer satisfied and thinking you work for a great company.

When it comes down to it, most customers don’t even bother to complain. They simply buy from your competitor. Research suggests that up to 80 percent of customers who leave you were “satisfied” with you. Obviously, customer satisfaction is not enough to keep customers coming back. Businesses must positively delight their customers if they want to earn their long-term loyalty and business.

Working in a service business, I deal with some customers who are quicker to complain than others. I have to remind myself that without these customers, there IS no business. They ultimately pay the bills and keep the business rolling. How you deal with their complaint is extremely important. After all, you don’t want them to take their business elsewhere.

Handling customer complaints doesn’t have to be a battle. With the right tools and responses, you can use complaints to help build your business. Follow these tips for effectively dealing with their challenges. 

Listen. As soon as someone starts to complain we think of how we will respond to the accusation before we are done listening. Too often we already have the response ready to fight back. Try instead to take a second, breathe and carefully listen to what the customer has to say. Let them finish and don’t get defensive. They are not attacking you personally; they have a problem and are frustrated. 

Pause. Don’t say anything for five long seconds after the customer has stopped talking. Take another breath, then move on with educating them. Never defend or justify. People don’t care if you were shorthanded or if you’re having a bad day. They only care that they get their problem resolved. No excuses, just solutions. 

Ask. Ask questions in a caring and concerned manner. The more information you can get from the customer, the better you will understand their perspective. I’ve learned it’s easier to ask questions than to jump to conclusions. 

Repeat. You should always keep a cool head and be specific so there is no miscommunication. Get the facts straight and show the customer that you’re listening. Repeat back to them their complaint in a clear, slow and professional manner. 

Apologize. Always apologize, even if you did nothing wrong. Don’t blame another person or department. From the customer’s perspective, he or she has a legitimate complaint, and they expect an apology. It could be as simple as “I’m sorry about that.” A sincere apology will usually diffuse a lot of frustration that the customer has. 

Make it right. Solve the problem, or find someone who can solve it — quickly! If a complaint is valid and demands action, then move fast to correct it. Make an effort to resolve the problem. Urgency is the key. You must show the customer that you intend to take steps to correct the problem immediately. 

Satisfy. Find out from the customer what would be an acceptable solution. Whether or not the customer knows what a good solution would be, I’ve found it’s best to propose one or more solutions to alleviate their pain. Stress the point that your company is eager to work out any problems and focuses on customer satisfaction. 

Thank. At the beginning, at the end, in the middle, it doesn’t matter. Thank the customer for calling. A happy customer will tell two or three friends, but an unhappy customer will tell at least ten friends about their experience and it always multiplies through word of mouth. 

Learn. Keep records of your complaints. This will allow you to analyze what went wrong and to make changes to help avoid problems in the future. 

There is no getting around customer complaints, regardless of the industry. However, by employing these steps and taking the time to review the issue with the customer, you can turn challenges into something constructive. 

Published: Apartment News Magazine – July/August issue 2011

I hope everyone made the opportunity to read “Simplifying your Life for the New Year,” Parts I and II. Part I looked at how we could improve our overall personal lives. That led us forward to Part II – our home life. In Part III we will streamline our businesses to operate at optimum levels. You’ll enjoy more wealth and happiness in less time, money and effort than ever before.

We live in a world of “too much.” We’re bombarded everyday with messages to buy, consume, collect and need. This leads to clutter and stress. Because of that we can’t see how we have reached our goals over the mess we’ve accumulated in our lives. Consequently we feel swamped and continually pressured trying to make the “right” choices. Unfortunately, there are too many choices to make. But simplifying is like cleaning the house, we’re never really finished. Accepting the fact you need to look at these areas again and again is the first step on the path of simplifying.

The solution? Hans Hofmann, an artist who is an acclaimed abstract expressionist said, “The ability to simplify means to eliminate the unnecessary so that the necessary may speak.” The answer is definitely to “eliminate the unnecessary.” Here are my tips on eliminating the unnecessary to simplify your work life.

Toss/File/Act. Organization will be a breeze if you toss, file, or act on those papers immediately. Use this strategy to first tackle the paper piles and then any paper that enters your office after you get it organized. Once you get the piles of papers under control, keep them under control! 

At Close Range. To organize the desk, you will want to think about what you use on a daily basis and keep those things within close reach. So, organize whatever you need to grab often. Warning! Don’t keep too much stuff on your desk, or you won’t have room to move and work. 

Avoid Extra Supplies. Do not store extra supplies in or around your working area. Store extra supplies in a cabinet or store room.  

Out of Sight. When you have a big project to focus on, the quickest way to do that is to clear away the junk around you. (Remember Hoffman’s mantra?) Move the papers, mugs, notes, and other distractions. Anything you don’t need for the project, get it out of your line of sight. 

The Social Network. The computer based social network is one of the greatest inventions ever. But there are limitations. I have made a rule to check Facebook, Twitter and LinkedIn ONCE in the morning while I’m drinking my coffee, around 6 am. Checking it throughout the day can be a real time siphon. It’s so tempting to check in several times a day to laugh and connect with your friends. Don’t give in. Notice how much you get accomplished at work when you give yourself clear cut boundaries. 

Reading Material. Collect articles you want to read from magazines and newspapers in a folder marked “Reading.” Take the folder with you wherever you go. Read through it while waiting for appointments, planes, or eating lunch alone.

Go Paperless. I know this can be a huge task. Once you move into it, it can really free you up. Microsoft Office has got to be the greatest invention ever. It has everything you need to run a productive business. Also, I have my Outlook hooked up to my Blackberry so that I can receive my contacts, my calendar with reminder notices, and email messages on my phone.

Add Plants. Add a few fresh indoor plants in your office. Plants help in clutter control and help make your office a nice place to work. 

Give yourself a break. Some days we just don’t have the Zen mojo to accomplish everything, or even anything. Don’t be afraid to put your work aside and enjoy some time relaxing with friends, family or by yourself. Life awaits you on the other side of risk. Sometimes it’s a risk to do nothing and let your energy recharge.

Keep it simple. Each day, spend about 10 minutes keeping the office space well organized. Go through the mail and toss, file, or act on it. Throw away things you don’t need at the end of the day and reorganize your desk before you quit working. Write out a “To Do list” at the end of each day. When you walk into your office the next morning, you’ll have a handy reminder list of things to work on.

Organizing your office will help you be at your best. So, to increase productivity and keep you on top of your game, use these simple tips to keep your office humming along.

Published: Apartment News Magazine – May/June issue 2011

I truly hope all of you invested time reading part one of “How to simplify your life for the New Year.” This is part two of my three part series of proven ideas for you to simplify your life.

Very few of us were blessed with organizational genes. How many times have you lost important documents or stared in despair at piles of mail or unwashed clothes? Cluttered environments literally drain your energy causing additional stress! Conversely, beautifully decorated soothing environments are a haven where you escape life’s stressors.

Learning to organize your stuff and your life can be challenging, but not impossible. Certain activities will increase your organizational skills every day. Eventually, activities will become habits and you’re one step closer to being “naturally” organized like you always wanted. Work on de-cluttering your home; get organized about cleaning. Try feng shui or another principle to help with your goal of a beautifully organized living space. Here are some great ideas to get you started. 

Establish routines. The key to keeping your life simple is creating simple routines. 

Purge your stuff. To get started, devote a weekend and purge things you don’t want. Get boxes and trash bags to accommodate this effort. 

Get rid of unnecessary things. This applies not only to belongings but services and subscriptions are sources of stress, too. 

De-clutter before organizing. Simplify the process. Get rid of as much junk as possible then organize what’s left. If you de-clutter enough you won’t need to organize as much.

Get rid of big clutter items. There’s a lot of little clutter in our lives. By starting with the big items, you’ll simplify your life in a big way. 

One room at a time. Once you go through the main part of a room, tackle the closet. Then do drawers or shelves one at a time. Donate things or give them to friends and family. For valuable items find a consignment store in your area and take these items there. Don’t do garage sales. Your new motto should be “If I haven’t used it in a year, get rid of it.” 

A place for everything. Age-old advice but great for organization after you de-clutter. “A place for everything and everything in its place.”

 In & out. For every new item you bring into the house, get rid of an old one. 

Take care of it, Right Now! Clean as you go. Don’t throw mail on the kitchen counter vowing to open it tomorrow. Sort through the mail before you put it down; junk mail in the recycling, bills in another bin or basket, personal mail same way. Do this on your desk and handle bills at the appropriate bill payment time. Don’t pile it up into an overwhelming mess. Likewise, if you see an item that’s out of place pick it up and put it away. Don’t walk past it and wonder how your house got to be so messy. 

Go for quality, not quantity. Don’t have a ton of stuff in your life. Instead, have fewer possessions but ones that you really love. These quality items will last for a very long time. Mentally ask, “Do I really need this?” If you hesitate, you don’t.

 Heart of the house. Today’s kitchen is the heart of entertaining and family life. Go through the kitchen cabinets (one at a time of course). You will be amazed what you can throw out. 

Holiday decor. Don’t buy more decorations simply because they are half price after the holidays, unless you need to replace something. Have one box that is all Christmas decorations, another with Thanksgiving, others with birthday and celebrations and label them.

Pack the night before. This always helps me, especially when my two sons were young. It works from packing lunch to laying out clothes for the next day. I also check my list of things to do. It keeps me nice and organized. An advantage is that it avoids additional drama that next day, too. 

Simplify your closet. Part one of this series talked about choosing solid colors that complement you. Get rid of anything you don’t actually wear and create a minimal wardrobe focusing on simple styles that all mix and match each other. 

White. Ever gone to a five star hotel or well respected spa? They always have plush white towels and elegant white sheets. Buy white sheets, towels and kitchen towels. It’s easier when wash days comes, and no more colors bleeding into each other. 

Make a menu for the week. Make a meal menu and shopping lists. This keeps you from having to rush to the store every day after work. 

Clean out your refrigerator regularly. Things growing in the refrigerator can’t be classified as your “pet.”

Published: Apartment News Magazine – March/April issue 2011

This is part one of a three part series of ideas to simplify and grow our home and business lives.

Fires rage, winds bellow, floods torrent, and the earth shakes. Nature simplifies the environment through a seasonal system of change. We can use a similar system to simplify our lives.

A simplified life means eliminating all but the essential, trading chaos for peace, and spending time doing what’s important to you. It also means getting rid of some of the things you do so you can spend time with people you love and do the things you enjoy. It means getting rid of the clutter to focus on what you value.

However, getting to simplicity isn’t always an easy process. It’s a journey, not a destination, and it can often be a journey of two steps forward, one step back. Here are some simple ways to jump start your life in 2011. Once you simplify this part of your life, you can move forward with parts II and III that will follow later.

Identify what’s most important to you. What do you value most? What 4 or 5 things do you most want to do in your life? Simplifying starts with identifying these core priorities so you can make room in your life for time for these things.

Organize your time. Keep a schedule to make the goals you just identified happen. Learn to say no to demands on your day that don’t align with these goals. You’ll be less frantic and have more time to do the things that energize you. 

You’ve got a friend. Find a supportive social circle, even just one close friend or partner to be accountable to and lean on in times of crisis. With this sounding board, you’ll enjoy a healthier, less stressful life and have more fun living life! 

Be imaginative. Spend some time with yourself each day. Some quiet time alone gives your mind the opportunity to renew itself and create order. Imagine who you want to be in life. If you can imagine it in your mind, you can do it. 

Speak and act honestly. Are you able to stand behind what you do and say? If not, reexamine your words and learn to articulate your thoughts in an open and honest way. This helps eliminate mistakes and misunderstandings down the road.

Learn from your mistakes. Everyone makes mistakes. We usually make a lot of them during our lifetime. As long as they aren’t repeated and are looked at as learning experiences, they can, in fact, be a good thing.

Give it 24 hours. Give yourself 24 hours to digest an upside down situation, conversation or important decision. By giving yourself some time, you’ll find a solution. By not overreacting immediately, you avoid drama that may follow later. 

Laugh out loud. Don’t take yourself so seriously. Humor is a positive coping mechanism that not only improves your mood, it builds self-esteem. Learn to laugh at yourself.

Helping others. Be a volunteer in your community. Helping others is a rewarding way to get something more out of life. When you give, you get back tenfold.

Waiting to exhale. Stress can have a huge effect on your productivity levels. When stressed, I personally forget to breathe! Take the time to breathe deeply and improve the oxygen flow to your brain.

Simplify your wardrobe. Choose solid colors that complement you. This makes it very easy for you to mix and match your clothes – it keeps things nice and simple. 

Find something you like to do. We all need something that takes us away from our daily routines. It could be as simple as walking your favorite pet around the block or reading a book. Try a massage or pampering yourself in some way. You’re worth it! 

Take care of your body. If your body is healthy and in good repair you’re better able to handle any stress in your life. However, an unhealthy body can cause great amounts of additional stress. Eat a healthy diet, exercise regularly, drink plenty of water and get enough sleep. These are all ways to take care of your body and make stress management easier.

Renew your spirit. Read daily inspirational thoughts that motivate you.

Always ask: Will this simplify my life? If the answer is no, you need to reconsider it. If the activity doesn’t help you accomplish your goals, don’t do it. If a relationship doesn’t work for you, change it. If you haven’t used it in six months, get rid of it.

Follow nature’s lead and you will soon be on your way to living a simpler, more fulfilling life.

Published: Apartment News Magazine – January/February issue 2011

In these difficult economic times, people are trying to find a magic wand to help improve their businesses. They’ve realized that nickel and diming their customers must be replaced with personal touches that emphasize how important the customer is not only to their bottom line, but also to their very survival. Business has always had at its base the people to people relationship.

One of the most important lessons we try to impart to our new franchises during their two-week on the job training with us here in Albuquerque is that customer service is perhaps the single factor that will make them successful. Sure, they can learn to be great technicians so that applying our product becomes something they can do in their sleep. But caring for the customer is something that everyone must attend to every single day. In fact, I would venture than 80 percent of any businesses success is how people-focused the customer service is.

Still, it amazes me when I experience businesses where the customer is seen as an annoyance rather than the reason for being. In our training program we teach franchisees to answer their phones, and if they can’t, to return calls immediately. We teach them to have business cards, and to keep them handy, because anyone is a potential client. We teach them that wearing clean, company logo clothing makes a professional impression. We teach them to make sales calls, and not just when business is slow. It’s the one-on-one interaction with a current or potential customer that will remain in the customers’ minds at decision time, not pricing.

Today’s marketplace is full of cost saving tools for both businesses and customers. Ordering a product from a website is quick and efficient. But what happens when there’s a problem with the product or service? Customers will pay more for a product when they know that exceptional customer service comes along with the price. When the customer in customer service is lost, people go elsewhere. They go where they are treated well, even if the product or service is out of warranty. When businesses with lousy customer service are long gone, those with great service reap the rewards.

Though they are not automatic, here are five simple things that will delight customers and show them you care about them:

1. Greet them with a smile. First impressions are extremely important. It costs nothing to be pleasant and you can do it over the phone, too. A genuinely friendly greeting shows customers that you are happy they are there, that you’re excited to give exceptional service. It tells the customer how we feel about our job and ourselves.

2. Focus on them. It’s not about you, your problems, or your next sale. It’s about the problem you can solve for the customer. Your full attention is key, and the courtesy of your attention is the single most important behavior a customer expects.

3. Make it easy for them to do business with you. Make your process easy. Be organized in your thoughts. Keep your customer area organized and tidy. Have a toll free phone number for out of area callers. Write your contracts in plain English and make them easy to read. Include a self-addressed stamped envelope or website link for customer surveys.

4. Be honest and sincere. Nothing will spoil a relationship faster than getting the runaround or being lied to. So never promise something you can’t deliver, and never make up an answer if you don’t know what the answer is. When you tell customers you’ll call them by a certain day or time, do it, even if you have nothing to report.

5. Thank them. Express heartfelt appreciation for their patronage. Be gracious, and not only if they buy something from you. Treat people better than you treat your family and guests. Showing thanks is often the difference between a return customer and a one-time sale. It is the end of the interaction that leaves the biggest impression.

Exceptional customer service can make the difference between surviving and thriving in this competitive marketplace.

Published: New Mexico Business Weekly – Viewpoint, May 28 – June 3, 2010

http://www.bizjournals.com/albuquerque/
VIEWPOINT – Five customer service musts to thrive in any economy

Published: Apartment News Magazine – September/October issue 2010