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Hub You - SSTOP! 5 Steps to Approach Complaining Customers
"To accomplish great things in life, you first must aspire to greatness, and live your aspirations!"Imagine: Successfully accomplishing any goal set before you and receiving honors for that accomplishment. The grandeur of existence is the threshold of belief. Whatever it is you believe, you can achieve.As a business owner, often you must show your dreams as achieved for your people to understand that they must move forward to arrive at the goal, and yet, those dreams aren’t achieved, yet.The reality is in the vision.Don’t settle.In order to accomplish great things you mu
CUSTOMER: “Hi, this is Miss Jackson from room 2321. Um, I asked for a non-smoking room, but I think Joe Camel must have stayed here last night.”
YOU: “Really? I’m sorry about that Miss Jackson, thanks for telling me. You know, that’s not normal at my hotel.”
Excellent! You’ve showed surprise, thanked her, even taken ownership and reassured Miss Jackson that her problem isn’t the standard of service. Now it’s time to win her back.
O is
The main principle behind the existence of facilities management is that businesses rely on a whole network of essential support services. From receptionists to the security staff, the business relies on a whole network of essential support services. Since facility management is multi-disciplinary, the jobs vary from project managers to cleaners. And since most of the services are not core to the business, many companies outsource such jobs. There are many companies which provide expert facilities. These mainly include building maintenance, cleaning facilities, catering, administration and security.There are many advantages of outsourcing such tasks. It no
Maybe in person, via email or over the phone.
What’s the best approach?
It’s simple: SSTOP!
No, that wasn’t a typo. You read it right: SSTOP. And it represents a five-step process for approaching problems, diffusing anger, changing minds and winning the customer back. Let’s take a look.
S is for SURPRISE. Psychologically, if you respond to a problem, complaint or accusation with surprise, three things happen. First, you begin to diffuse anger. Secondly, your reactive response comes off as natural and sincere. Lastly, the customer is more willing to forgive you.
PHRASES THAT PAYSES: “Really?”
Really is one of the most versatile words in the English language. It exudes both concern and curiosity. And based on the severity of the problem, changing the inflection of your voice indicates numerous emotions. For example, stop reading right now. Try saying the word really two times: first with a low pitch and second with a high pitch.
Two totally different meanings, right?
CUSTOMER: “Hi, this is Miss Jackson from room 2321. Um, I asked for a non-smoking room, but I think Joe Camel must have stayed here last night.”
YOU: “Really?”
OK. Great job. You’ve immediately displayed concern for the problem. Let’s move on to step two.
S is for SORRY. Customers don’t want apologies, they want solutions. Still, saying you’re sorry never hurts. You still need to take ownership of the problem. And an effective technique for doing so is to combine “Sorry” with its polar opposite: thank you.
PHRASES THAT PAYSES: Sorry + Thank You.
CUSTOMER: “Hi, this is Miss Jackson from room 2321. Um, I asked for a non-smoking room, but I think Joe Camel must have stayed here last night.”
YOU: “Really? I’m sorry about that Miss Jackson, thanks for telling me.”
Good. You’ve showed surprise. You’ve thanked the customer. Now Miss Jackson is reassured that you’re on top of the problem. Let’s continue on.
T is for THAT’S. Step three is absolutely crucial. This is where you ensure the customer that her problem isn’t normal. That it’s an anomaly. And whatever happened to her is inconsistent with the type of service your company traditionally provides.
PHRASES THAT PAYSES: “That’s not normal,” “That’s horrible!” “That’s strange,” or, if possible, “In all the years I’ve been working here, that’s never happened!”
CUSTOMER: “Hi, this is Miss Jackson from room 2321. Um, I asked for a non-smoking room, but I think Joe Camel must have stayed here last night.”
YOU: “Really? I’m sorry about that Miss Jackson, thanks for telling me. You know, that’s not normal at my hotel.”
Excellent! You’ve showed surprise, thanked her, even taken ownership and reassured Miss Jackson that her problem isn’t the standard of service. Now it’s time to win her back.
O is
Suppose you launch a product in the markets. You have complete faith in it and know that can work wonders for the customer who uses it. However this product could be sitting on the shelf for months on end if the target customer is not aware about its existence. Here is where the role of communication and promotion comes into the picture. Among all other promotional methods and props - car magnets could be one of the most inexpensive but effective ways to grab the eyeballs and achieve the desired effect.The desirability of car magnets is further enhanced when you add the convenience of use and the wide area (covered by the moving vehicle) that could be targ
PHRASES THAT PAYSES: “Really?”
Really is one of the most versatile words in the English language. It exudes both concern and curiosity. And based on the severity of the problem, changing the inflection of your voice indicates numerous emotions. For example, stop reading right now. Try saying the word really two times: first with a low pitch and second with a high pitch.
Two totally different meanings, right?
CUSTOMER: “Hi, this is Miss Jackson from room 2321. Um, I asked for a non-smoking room, but I think Joe Camel must have stayed here last night.”
YOU: “Really?”
OK. Great job. You’ve immediately displayed concern for the problem. Let’s move on to step two.
S is for SORRY. Customers don’t want apologies, they want solutions. Still, saying you’re sorry never hurts. You still need to take ownership of the problem. And an effective technique for doing so is to combine “Sorry” with its polar opposite: thank you.
PHRASES THAT PAYSES: Sorry + Thank You.
CUSTOMER: “Hi, this is Miss Jackson from room 2321. Um, I asked for a non-smoking room, but I think Joe Camel must have stayed here last night.”
YOU: “Really? I’m sorry about that Miss Jackson, thanks for telling me.”
Good. You’ve showed surprise. You’ve thanked the customer. Now Miss Jackson is reassured that you’re on top of the problem. Let’s continue on.
T is for THAT’S. Step three is absolutely crucial. This is where you ensure the customer that her problem isn’t normal. That it’s an anomaly. And whatever happened to her is inconsistent with the type of service your company traditionally provides.
PHRASES THAT PAYSES: “That’s not normal,” “That’s horrible!” “That’s strange,” or, if possible, “In all the years I’ve been working here, that’s never happened!”
CUSTOMER: “Hi, this is Miss Jackson from room 2321. Um, I asked for a non-smoking room, but I think Joe Camel must have stayed here last night.”
YOU: “Really? I’m sorry about that Miss Jackson, thanks for telling me. You know, that’s not normal at my hotel.”
Excellent! You’ve showed surprise, thanked her, even taken ownership and reassured Miss Jackson that her problem isn’t the standard of service. Now it’s time to win her back.
O is
Did you know that there are only two types of employees in ANY company? That's right, ONLY TWO!Do you know which category YOU'RE IN?Companies are in business to make money. Therefore, you need to think, "How does hiring me help them to make money?"For all private sector companies, there are two, and only two, kinds of employees:1. Those employees that make a company money.2. Those employees that save a company money (or save time and hence, save money) so they can invest to make more money elsewhere.You should always know which type of employee YOU are.Companies only spend money on solutions to problems. They don't
YOU: “Really?”
OK. Great job. You’ve immediately displayed concern for the problem. Let’s move on to step two.
S is for SORRY. Customers don’t want apologies, they want solutions. Still, saying you’re sorry never hurts. You still need to take ownership of the problem. And an effective technique for doing so is to combine “Sorry” with its polar opposite: thank you.
PHRASES THAT PAYSES: Sorry + Thank You.
CUSTOMER: “Hi, this is Miss Jackson from room 2321. Um, I asked for a non-smoking room, but I think Joe Camel must have stayed here last night.”
YOU: “Really? I’m sorry about that Miss Jackson, thanks for telling me.”
Good. You’ve showed surprise. You’ve thanked the customer. Now Miss Jackson is reassured that you’re on top of the problem. Let’s continue on.
T is for THAT’S. Step three is absolutely crucial. This is where you ensure the customer that her problem isn’t normal. That it’s an anomaly. And whatever happened to her is inconsistent with the type of service your company traditionally provides.
PHRASES THAT PAYSES: “That’s not normal,” “That’s horrible!” “That’s strange,” or, if possible, “In all the years I’ve been working here, that’s never happened!”
CUSTOMER: “Hi, this is Miss Jackson from room 2321. Um, I asked for a non-smoking room, but I think Joe Camel must have stayed here last night.”
YOU: “Really? I’m sorry about that Miss Jackson, thanks for telling me. You know, that’s not normal at my hotel.”
Excellent! You’ve showed surprise, thanked her, even taken ownership and reassured Miss Jackson that her problem isn’t the standard of service. Now it’s time to win her back.
O is
Are you fed up, broke and lonely? Then switch off your computer and get a life. Ok that's my little joke. Seriously though, sitting in front of a monitor for most of the day is not likely to do much to improve any of the points above. Try communicating with the real world for a change. Call a prospect, ask if there is something you can help them with. It doesn't much matter what they reply, you always benefit from the exchange.If you are in luck, they'll say that they do need a product or service. But should the answer be, 'Not at the moment', that's ok too. Because now you have introduced yourself and (I hope) supplied a phone number or mailed information
YOU: “Really? I’m sorry about that Miss Jackson, thanks for telling me.”
Good. You’ve showed surprise. You’ve thanked the customer. Now Miss Jackson is reassured that you’re on top of the problem. Let’s continue on.
T is for THAT’S. Step three is absolutely crucial. This is where you ensure the customer that her problem isn’t normal. That it’s an anomaly. And whatever happened to her is inconsistent with the type of service your company traditionally provides.
PHRASES THAT PAYSES: “That’s not normal,” “That’s horrible!” “That’s strange,” or, if possible, “In all the years I’ve been working here, that’s never happened!”
CUSTOMER: “Hi, this is Miss Jackson from room 2321. Um, I asked for a non-smoking room, but I think Joe Camel must have stayed here last night.”
YOU: “Really? I’m sorry about that Miss Jackson, thanks for telling me. You know, that’s not normal at my hotel.”
Excellent! You’ve showed surprise, thanked her, even taken ownership and reassured Miss Jackson that her problem isn’t the standard of service. Now it’s time to win her back.
O is
Every year thousands of families plan to relocate and if you are one of those; then simply contact the best New York moving company. New York is one place where you can find various moving companies offering best and affordable services. But choosing best from the lot is tough deal to crack.If you are moving within or in New York, you should consider of hiring the services of best New York moving company. Nowadays families prefer to hire services of moving companies as it is easier on them. The main highlight of any New York moving company is that it will make your moving very easy, without worrying about how your belongings will be moved from one place to
CUSTOMER: “Hi, this is Miss Jackson from room 2321. Um, I asked for a non-smoking room, but I think Joe Camel must have stayed here last night.”
YOU: “Really? I’m sorry about that Miss Jackson, thanks for telling me. You know, that’s not normal at my hotel.”
Excellent! You’ve showed surprise, thanked her, even taken ownership and reassured Miss Jackson that her problem isn’t the standard of service. Now it’s time to win her back.
O is for OFFERING. When I worked at the Ritz-Carlton, every employee was empowered up to $2000. It was pretty amazing. If a guest was so upset that an apology wouldn’t even scratch the surface, we had the power to offer them a free night (or weekend!) stay at our hotel. Sometimes the guest would be SO delighted at the offering, they’d actually come out better than if there hadn’t been a problem in the first place! (This is known as the Customer Recovery Paradox.)
PHRAES THAT PAYSES: Combine one of the following reassurance responders with your offering, “The best way for me to help you right now,” “Here’s what I can do,” (or if you want to have some fun), “You’re in luck!” “Well, I have good news for you!” “Today’s your lucky day!” or “Fortunately I work miracles!”
CUSTOMER: “Hi, this is Miss Jackson from room 2321. Um, I asked for a non-smoking room, but I think Joe Camel must have stayed here last night.”
YOU: “Really? I’m sorry about that Miss Jackson, thanks for telling me. You know, that’s not normal at my hotel. Fortunately, I work miracles!”
Perfect. You’re almost done SSTOPing this problem!
P is for PROMISE. The three most beautiful words of Approachable Service are PERSONALLY and RIGHT AWAY. Not someone else. Not your boss. YOU. And not “as soon as I can.” Not “as soon as possible.” RIGHT AWAY. As in, I promise to take care of this problem now.
CUSTOMER: “Hi, this is Miss Jackson from room 2321. Um, I asked for a non-smoking room, but I think Joe Camel must have stayed here last night.”
YOU: “Really? I’m sorry about that Miss Jackson, thanks for telling me. You know, that’s not normal at my hotel. Fortunately, I work miracles! And I will personally get you a new room right away.”
CUSTOMER: “Wow! Thanks for taking care of this problem quickly. That’s why I love this hotel. In fact, I am going to recommend that you be promoted to General Manager.”
Wow, GM? Look at you! Well done.
OK. Let’s do a quick review of SSTOP:
SURPRISE – respond as if the problem is news to you. SORY – apology PLUS thank you. THAT'S – inconsistent with your service. OFFERING – to win them back. PROMISE – to do it personally and right away.
Next time you need to approach a disappointed customer, remember these five steps, and you’ll be sure to SSTOP the prob
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