Making Sure

What about the BAD customer? 

Sure, you can make a big deal about who is right and who is wrong.  98% of people are trying to do the right things.  2% of people, well, they are just nasty people.  Don't fuss over the 2%.  Focus on the 98%.  Save yourself some grief and aggravation.  Cut to the chase.  Find out what your customer wants you to do…and do it.  Plus a little bit more. 

Operate on the assumption that people are basically good.  Focus on those who benefit by what you do...and do not neglect the basics when it comes to serving them better. 

What Mama taught you...

Most customer service problems stem from poor manners.  Remember what your Mama taught you about manners?  Good manners are the little things that we do for each other to grease the skids of communication and understanding. 

Here's what Mama teaches:

• Say, "please” and "thank you".  Even to family members. 
• Don't yell at people. 
• No hitting. 
• Monitor your personal noises, including but not limited to…coughing, throat clearing, sniffling, knuckle-cracking, gum-popping, ear-drum-equalizing…you know the others. 
• No swearing. 
• Criticize in private. 
• Praise in public and praise in private…catch people doing things right all day.  And brag on them. 
• Don't interrupt. 
• Listen. 
• Introduce people. 
• Offer whatever it is you are offering to your guests/customers first.
• Send thank you notes and or gifts.  Handwritten makes it a collectible.
• Give genuine compliments.  Comment on nice manners.
• Ask permission to place someone on hold on the telephone.
• When you are wrong, say you’re sorry. 

    Help the people on your team learn manners by your good example.  Maybe their Mamas didn’t teach them. 

"Manners make often fortunes."  ~ John Ray

Now you are ready for The Bare Bones Biz Plan