Listening Power

Difficult Customer Moments: Free Your Mind!


With more than twenty years of teaching how to handle difficult customer moments, I can attest to one eternal truth:

Both the obstacle and the pathway to handing difficult moments with customers are in the mind — our minds, not theirs.



Difficult Customer Moments: Image is sign that says free your mind now!

Free Your Mind to Deliver Superior Service in Difficult Customer Moments Image by: EnvironmentBlog

Image by: Environmentblog via Creative Commons License


In Difficult Customer Moments: Free Our Minds!

First and most importantly, let’s free our minds of the disdainful phrase — difficult customer — and replace it with the empowering phrase, difficult moment. This changes our outlook from one of resentment and disregard to empowered action. We don’t resent customers and who they are. We work to remedy the difficulty.

Secondly replace our desperate lament “Why Me”, with the mind freeing phrase “What If”.



What If …

  1. The customer has goals we don’t understand yet?
  2. The customer’s personality is different from ours?
  3. There’s an urgency we are not aware of?
  4. The customer has insight beyond ours?
  5. There are cultural differences causing stress?
  6. The customer simply feels confused and worried?
  7. The customer is pressed for time?
  8. Trust is still lacking?



And What If …

  1. We listen carefully to hear what the customer is saying and not saying?
  2. We adapt to the customer’s personality type to build the bond?
  3. We explore to detect the urgent pressure?
  4. We hear the need instead of an attack to learn the bigger picture?
  5. We let the customer set the cultural bent?
  6. We clear confusion to relieve the worry?
  7. We empathize and then get to resolving the issue?
  8. We do everything we can to rebuild trust?



The phrase “What if” lights up the creative parts of our brain freeing us from the emotional trap of defensiveness. When we free our minds of labels and blame, we see and hear invaluable information, alternate views, and previously undetected possibilities.

Open-mindedness transforms the difficult customer moment from heavy burden to superior customer service. Our adaptability and new thinking show the customer our professional care and that echoes throughout the customer’s community.



Action Summary
In difficult customer moments, silently ask yourself these what ifs. This mind freeing approach will:

  • Keep you calm and caring.
  • Stop you from telling the customer “calm down.” (Don’t ever say this!)
  • Tool you with great questions to ask the customer.
  • Improve your listening.
  • Fuel you with ideas on how to resolve the problem.
  • Lift your spirit and sustain your morale.
  • Wow the customer with care and great service recovery.



When have you received great care as a customer when you were upset?



From my professional experience to your success,
Kate Nasser, The People Skills Coach™

Related Posts:
5 Powerful Beliefs & Actions to Win Over Rude or Angry Customers
24 Customer Service Tips to Make it Easy for Customers

©2012-2015 Kate Nasser, CAS, Inc. Somerville, NJ. I appreciate your sharing the link to this post on your social streams. However, if you want to re-post or republish the content of this post, please email info@katenasser.com for permission and guidelines. Thank you for respecting intellectual capital.


Kate Nasser, The People Skills Coach™, delivers coaching, consulting, training, and keynotes on leading change, employee engagement, teamwork, and delivering the ultimate customer service. She turns interaction obstacles into interpersonal success. See this site for workshop outlines, keynote footage, and customer results.

 

 

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Engage in people skills learning!

Let’s turn interaction obstacles into business success in leadership, teamwork, and customer service experience.

I invite your questions, welcome your wisdom, and look forward to working with you.
~Kate Nasser, The People Skills Coach™

Giant Communication Blunder & One Very Easy Fix

You feel strongly about something. You want others to care about it. As you communicate with them, you hit a brick wall! What’s the problem? You built the wall!

Giant Communication Blunder: Image is brick wall w/ a one way sign on it.

Giant Communication Blunder. Image by Great Beyond via Flickr Creative Commons License.

Grateful for image by Great Beyond via Flickr Creative Commons License.

Ask yourself, have you slipped into stating questions instead of asking questions? When people feel strongly about something they often slip into stating a question that tells instead of asks.


Don’t you think? Wouldn’t it be better?


What answers do you expect? You are in tell and sell mode and pretending it is conversation and listening.

Instead of stating their true opinions, they either say “no”, say nothing, or walk away. You suddenly face the brick wall you built.


Can’t people disagree regardless of how you pose the question? Yes, some can. Will they want to bother? Very likely no.

Questions like “don’t you think” …

  • Treat others as subordinate
  • Suggest others’ views are not important
  • Demand agreement while pretending to be open-minded


This is a giant communication blunder. Who wants to scale a brick wall of pretense and arrogance — especially when they don’t care as much about your cause as you do.


One Easy Fix to This Giant Communication Blunder

State your opinion as opinion and ask open-ended questions to engage others. “What do you think?” vs. “Don’t you think?” Ask and listen.

Influence honors others with generous restraint and gentle honesty. It invites people to express their views and make their own decision.




What else do you think contributes to influential communication?



From my professional experience to your success,
Kate Nasser, The People Skills Coach™

Related Posts:
Potent Communication: 9 Easy People Skills Tips
Silence: When Is It Golden and When Not?

©2015 Kate Nasser, CAS, Inc. Somerville, NJ. I appreciate your sharing the link to this post on your social streams. However, if you want to re-post or republish the content of this post, please email info@katenasser.com for permission and guidelines. Thank you for respecting intellectual capital.


Kate Nasser, The People Skills Coach™, delivers coaching, consulting, training, and keynotes on leading change, employee engagement, teamwork, and delivering the ultimate customer service. She turns interaction obstacles into interpersonal success. See this site for workshop outlines, keynote footage, and customer results.

 

 

QuickSpot-grahpicV2

Engage in people skills learning!

Let’s turn interaction obstacles into business success in leadership, teamwork, and customer service experience.

I invite your questions, welcome your wisdom, and look forward to working with you.
~Kate Nasser, The People Skills Coach™

Great Customer Service Staff: Recruit These 15 Natural Traits

For years I have been able to spot job applicants who are naturally great at customer service. They excel at it. They have an ease, commitment, and skill that makes them great. They have a natural calling to serve others and they answer that call very well.



Recruit Naturally Great Customer Service Staff: Image is bright sun over ocean

Recruit Naturally Great Customer Service Staff. Image by Sea Turtle via Flickr.

Grateful for image by Sea Turtle via Flickr Creative Commons License.


Recruit Naturally Great Customer Service Staff

As more and more managers asked me how I picked naturally great customer service staff, I created this list of traits and behaviors. It was an interesting exercise to turn my people skills intuition into concrete traits you can unearth in interviews.

Here’s what the naturally great customer service staff do:

  1. Accept the absurdity of life without using sarcasm toward the customer.
  2. They easily adapt; their need for control is low.

  3. They listen with empathy.
  4. They brilliantly balance objectivity and caring.
  5. They initiate both caring and action. This is essential for dealing with upset customers.

  6. They know that they can’t change others — only their own perspectives and reactions. More importantly, they don’t want to change others.
  7. They love diversity. They are inspired and excited by it. They are non-judgmental.

  8. They exhibit a high sense of ownership and teamwork.
  9. They understand the big picture and show attention to detail; they follow-through.

  10. They see and hear far more than what the customer is saying and use it well.
  11. They continuously learn from interactions and quickly reapply this insight.

  12. They are self-confident not arrogant. They are comfortable with customers questioning their authority and influence appropriately.
  13. They have a thick skin and a warm heart. This makes them resilient and prevents them from burning out.

  14. They believe service and servitude are completely different. The first you choose; the second you don’t. They are proud to serve.
  15. They love to serve because of the giving — not to be liked or loved in return.


One caution: Be wary of job applicants who say they like customer service work because they like being appreciated. When the difficult customers are and the thank yous aren’t, these employees become frustrated and may do poorly. Customer service is about caring for others not about the customers caring for them.



Recruit and retain naturally great customer service staff by:

  • Understanding and believing that these people actually exist. Look in diverse pools of talent.
  • Using above list to hire friendly. Then train technically.
  • Giving them leeway in interacting with customers. Rigid scripts work against their natural talents.
  • Treating them with respect and trust. It sustains their natural talent.



You can easily trust and empower them to wow the customers. Since they are highly responsible and talented, the customer experiences the ultimate in care and action — in the moment, every time.

The consistently high quality service these great customer service staff deliver is your winning business advantage!



From my professional experience to your success,
Kate Nasser, The People Skills Coach™

Related Posts:
Customer Service Inspiration: The Secret Keys to Great Attitude
5 Powerful Beliefs to Win Over Rude Angry Customers
11 Wining Beliefs for Superior Customer Service Experience
Customer Service People Skills: 10 Non-Defensive Responses

©2015 Kate Nasser, CAS, Inc. Somerville, NJ. I appreciate your sharing the link to this post on your social streams. However, if you want to re-post or republish the content of this post, please email info@katenasser.com for permission and guidelines. Thank you for respecting intellectual capital.


Kate Nasser, The People Skills Coach™, delivers coaching, consulting, training, and keynotes on leading change, employee engagement, teamwork, and delivering the ultimate customer service. She turns interaction obstacles into interpersonal success. See this site for workshop outlines, keynote footage, and customer results.

 

 

PS-EnergyBar-LogoJoin me through these social channels

Engage in people skills learning! Let’s turn interaction obstacles into business success in leadership, teamwork, and customer service experience. I invite your questions, share my experience, and welcome your wisdom.

Silence: When Golden, When Not? People Skills global Twitter chat topic.


WHEN/WHERE: Join us Sunday Feb 8th, 2015 on Twitter at 10AM ET. Hashtag: #peopleskills


Time converter:
Please click the time converter link above to convert 10am ET to your local time.



When is Silence Golden? When Is It Not?

Join us Sunday Feb. 8th 10am ET to explore when is silence golden and when is it not.

People have always had different views of the value of silence and different comfort levels with it. Now with so much technology in use, we see people’s views about silence more publicly. Silence affects interaction, our lives, and our work. We will explore it in this week’s #Peopleskills global Twitter chat.



Silence: Image is People skills logo

Silence – When Golden? When Not?: Image by KimbManson for Kate Nasser. All rights reserved.

Image designed by: Kimb Manson Graphics Design for Kate Nasser. All rights reserved.

Silence – When is it golden and when is it not?

As we approach this Sunday’s people skills global Twitter chat (#peopleskills), let’s think about the value of silence and its use and misuse.

Some questions to get us thinking in advance:

  • What does silence bring to the world?
  • Sometimes silence is one way to avoid trouble. Does it ever become the trouble?
  • Silence seems to mean different things to different people. Why?
  • What does silence do to you or for you?
  • Traditional belief: “Children should be seen and not heard.” What were the results of this belief?
  • In the face of injustice, silence is ________________.
  • When is silence golden and when is it not?
  • How/when do great leaders use silence?
  • Can a leader’s silence cause trouble? Y/N How/How not?
  • How do we find balance between silence and verbal interaction?



These are just some questions to get us thinking. Actual questions will post live during the chat.


Bring your experience, curiosity, a beverage, and join the community on Sunday Feb. 8th 10am ET to explore when is it good to be silent and when is it not.


I also invite you to continue this chat by joining the Google+ People Skills Community, The Facebook Group People Skills That Really Matter and the LinkedIn Group People Skills Succeed to be a part of all the people skills discussions everyday 24×7. Get your people skills community member badge here.



Shout Out of Gratitude

My gratitude to all who participate and grow the people skills global community on Twitter (#peopleskills), Google+, LinkedIn, and Facebook. We welcome your suggestions for topics, offers to co-host, and most especially your diverse insights.

Continued thanks to generous chat moderators Chantal Bechervaise, Dave Moore, Hoda Maalouf, Tracy Shroyer, Jandis Price and Tom Rhodes for their time and contributions.






Hope you will all join people skills global Twitter chat (#peopleskills) this Sunday Feb. 8th 2015, 10am ET/7am PT about silence.

Everyone is welcome! We have only one rule in People Skills Global Chat: Respect for all even when we disagree.






TIP: If you have never been in a Twitter chat, you may find it helpful to log on to Tweetchat.com, or Twubs.com and enter hashtag #peopleskills. Sign in to your Twitter account. The venue will insert the hashtag on each of your tweets and you will see all the tweets on one screen. Other tools available are Tchat.io, Hootsuite and TweetDeck.

I am the founder and host of the chat and will be happy to answer any questions you have in advance: Email me.


Connect with you this Sun. Feb. 8th, 2015, in #peopleskills global Twitter chat 10am ET on silence – when is it golden and when is it not.


Until then, as always, I wish you bonds of happiness and success!

From my professional experience to your success,
Kate Nasser, The People Skills Coach™

©2015 Kate Nasser, CAS, Inc. Somerville, NJ. I appreciate your sharing the link to this post on your social streams. However, if you want to re-post or republish the content of this post, please email info@katenasser.com for permission and guidelines. Thank you for respecting intellectual capital.


Kate Nasser, The People Skills Coach™, delivers coaching, consulting, training, and keynotes on leading change, employee engagement, teamwork, and delivering the ultimate customer service. She turns interaction obstacles into interpersonal success. See this site for workshop outlines, keynote footage, and customer results.

 

 

PS-EnergyBar-LogoJoin me through these social channels

Engage in people skills learning! Let’s turn interaction obstacles into business success in leadership, teamwork, and customer service experience. I invite your questions, share my experience, and welcome your wisdom.

Business Marketing: People Skills Mistakes You Can Easily Avoid

Every leader and business owner knows that business marketing and networking are essential to success. Whether face-to-face, on the phone, or on social media, our interaction with people matters. Are you making people skills mistakes that hurt your business marketing? Here are several you can easily avoid!



Business Marketing People Skills Blunders: Image is Withered flower blossoms.

Business Marketing: People Skills Blunders to Easily Avoid Image via MMStock.

Grateful for image from Jeffrey Betts, MMTStock

Avoid These People Skills Mistakes in Business Marketing

Interaction matters when you are doing business marketing and networking. How you behave, speak, and follow-up can make or break you.

Here are true stories of people skills mistakes in business marketing that you can easily avoid.

  1. Mistake: Treating People as a Target. I received an invitation to join someone’s LinkedIn network. I viewed their profile and said yes. When I accepted I sent a message asking a few questions to show interest in their work. They responded: I didn’t contact you at random. Would you like to take our training course and be certified in our special communication model? No I wouldn’t. My impression of them is negative. They have no time to learn about me nor tell me about themselves. They come across as foraging for sales and devoid of people skills. Ironically they are selling communication training. How absurd. Take time to build relationships and trust. It changes everything!


  2. Mistake: Focusing on yourself. A potential customer agreed to speak with a web designer she met online. She asked a couple of times to speak on the phone and he kept pushing the idea of SKYPE. She finally agreed to SKYPE and during the entire conversation he talked about his integrity, his vision, his preferences in designing. She ended the call and all contact with him. She told me: He is full of himself. Tip: Ego can kill many things including your business marketing. Focus on the customer!



  3. Mistake: Taking steps you really don’t mean. I received an email from another customer service consultant/speaker. He mentioned he would do speaking engagements that others don’t like. He gave a few examples. It was a very creative business marketing approach — or so I thought. I emailed him back that I might refer some customers to him. I suggested we speak on the phone or SKYPE. His reply: I’m really busy and anyway it was just a casual email. Huh? You are taking up people’s time with a casual email? Tip: When you ask for others’ attention in business marketing, don’t slam the door shut when they respond.


  4. Mistake: Using sexual references. I had attended a business marketing event and the speaker was very good. We spoke briefly at the event and his wife/partner did a follow-up mailing. We all agreed to meet over coffee to explore some business ideas. It turned out he just wanted my customer list. I declined. He then replied: I guess I’m too direct. I forget that women like foreplay and we men like to get right to the sex. My intuition about his character was right. Can you imagine if I had connected him with my customers? Being crude is not a good business marketing strategy. Tip: Avoid sexual references. They can offend. Language gives you many impressive ways to communicate your point. Choose great words that don’t offend.


  5. Mistake: Creeping people out by knowing too much about them. One of my customers told me a solar panel company rep called him at home. The rep knew my customer’s salary and net worth. He used this information to convince my customer that he could afford solar panels. My customer told me it was a shock to hear a stranger telling him so much about his own financial picture. He said no to the rep and the solar panels. Tip: Respect people’s privacy. Don’t collect and share data to manipulate them.


  6. Mistake: Not listening. A few years back I was looking for a graphics designer to create my speaker ONE sheet for business marketing. I called a well-known designer that many speaker groups had promoted. In our first (and only) phone call, she kept trying to sell me her book. Instead of listening to what I needed, she focused on her predetermined business goal. I couldn’t imagine working with her since she showed little interest in my needs. I went back to social media and found Kimb Manson Graphic Design. I called Kimb and we were soon discussing my needs. I knew immediately that I could work with her. Her people skills made the business marketing come to life. Her creative skills made the ONE sheet come to life. It is no surprise that she is ranked very high on Google in graphics design for speakers.


  7. Mistake: Sharing your baggage or dirty laundry. Every business has good times and bad. When marketing to customers, share the good times. Once you understand what they want and need, show them how your product, service, and expertise will make them successful as well. If you frequently talk about the bad times you had with other customers, they may wonder what you will say about them. Tip: With customers, speak positively not negatively and forward not back.








Proficient people skills in business marketing create a great first impression, build trust, and a wonderfully memorable experience. I would be pleased to share even more people skills tips at your business group or company event.

Remember, be customer focused, be professional, and be generous.



Your turn: What people skills lessons learned would you add to this list?


From my professional experience to your success,
Kate Nasser, The People Skills Coach™

Related Posts:

13 Key People Skills for Business & Career Success
Social Media: Are You Using These People Skills
Modern People Skills Reminders for Social Media Greatness

©2015 Kate Nasser, CAS, Inc. Somerville, NJ. I appreciate your sharing the link to this post on your social streams. However, if you want to re-post or republish the content of this post, please email info@katenasser.com for permission and guidelines. Thank you for respecting intellectual capital.


Kate Nasser, The People Skills Coach™, delivers coaching, consulting, training, and keynotes on leading change, employee engagement, teamwork, and delivering the ultimate customer service. She turns interaction obstacles into interpersonal success. See this site for workshop outlines, keynote footage, and customer results.

 

 

PS-EnergyBar-LogoJoin me through these social channels

Engage in people skills learning! Let’s turn interaction obstacles into business success in leadership, teamwork, and customer service experience. I invite your questions, share my experience, and welcome your wisdom.

People Skills Success Radar: 9 Hidden Places to Find Your Empathy

It takes great people skills to succeed in business and it takes empathy to have great people skills. Have you discovered the full extent of your empathy? Without empathy — understanding and feeling what others are feeling — you fail to build trust and true connection.



People Skills Success Discover Your Empathy: Image is a humanoid w/ binoculars

People Skills Success Radar: Discover Your Empathy. Image licensed from Istock.com

Image licensed from Istock.com.

People Skills Success Radar: 9 Hidden Places to Find Your Empathy

Find your empathy to lead and engage employees, work with teammates, collaborate on projects, and succeed with customers. Give it even in the toughest moments. Your people skills success radar will help you find it.



Here is where empathy often hides:

  1. In what you are afraid to be. When people want to be seen as tough and strong, empathy hides to protect that image. Release and give your empathy. It shows that you are truly secure in who you are and confident enough to care for others. Inner strength is your billboard not fake toughness.



  2. In what you never received. Your empathy hides behind your unconscious scar of not receiving any. Find your empathy there and give it to others. It is the best way to get empathy and remove your scar.


  3. In the fear of failure. When people are afraid they will fail, they sometimes focus too much on themselves. Their fear hides their empathy. Uncover your empathy to uncover people skills success in business.


  4. In the myth that empathy makes others weak. Feeling what others feel doesn’t make them weak. Connection lifts people up. Your empathy makes them stronger as you light another way to success.


  5. In a logical focus. People who find comfort in logic — and discomfort in feelings — bury their empathy underneath analysis. Dig it up. Empathize before you analyze. It doesn’t bury you in feelings. Empathy is the connection before the solution. It is the secret to people skills success.



  6. Behind a wall of mistrust. When people are stung by an emotional manipulator, they sometimes put up walls to future connection. They don’t want to empathize and be stung by anyone again. Don’t hide your pain behind the wall. Call the stingers what they are — stinkers! Then share your empathy with the rest of the wonderful caring people in your world. Otherwise, the stinkers hide your people skills success behind the wall forever.


  7. In the wrong definition of empathy. Empathy doesn’t mean you agree with others. It simply says: “You matter, we matter, this matters, let’s find a solution.” You can empathize with someone’s feelings and yet not agree with their reasoning, conclusion, or solution. Share your empathy first to help them see a different view.


  8. In a judgmental ego. “I told you so” and “Everything that happened to you is your own fault” scream out your weakness. Quite ironic since these statements attempt to focus on others’ weakness! Silence your judgmental ego w/ a more powerful force — empathy. Then watch the magical power of connection bring you success.



  9. In a vengeful spirit. If you live a get even life, your empathy and success have difficulty living there too. And few will want to be there with you. Employees, colleagues, teammates, and definitely customers will keep their distance. Replace vengeance with forgiveness and move forward. Your empathy — not vengeance — will bring you people skills success.


Work and live the most basic human truth, success comes through connection. Empathy brings the magical power of connection to life. Find and share your empathy for people skills success.



What would you add to the list above? Is there a #10?



Let’s explore empathy in workshops with your teams and boost teamwork and business success!


From my professional experience to your success,
Kate Nasser, The People Skills Coach™

Related Post:
People Skills Philosophy 4 Keys to Agility & Success in Business
What Happens When Tough Leaders Show Empathy?

©2015 Kate Nasser, CAS, Inc. Somerville, NJ. I appreciate your sharing the link to this post on your social streams. However, if you want to re-post or republish the content of this post, please email info@katenasser.com for permission and guidelines. Thank you for respecting intellectual capital.


Kate Nasser, The People Skills Coach™, delivers coaching, consulting, training, and keynotes on leading change, employee engagement, teamwork, and delivering the ultimate customer service. She turns interaction obstacles into interpersonal success. See this site for workshop outlines, keynote footage, and customer results.

 

 

PS-EnergyBar-LogoJoin me through these social channels

Engage in people skills learning! Let’s turn interaction obstacles into business success in leadership, teamwork, and customer service experience. I invite your questions, share my experience, and welcome your wisdom.

Franchisees must follow franchise rules. In fact, some brands actually look for frenchisees who are comfortable following rules.


Yet customers don’t care about the rules. They want a great experience and rules don’t deliver it. Here’s the question. Do the franchise rules stop super customer experience? They don’t have to.


Franchisees: Image is Customer Service Checklist Excellent Good Poor

Franchisees: Rules Need Not Stop Super Customer Experience

Image licensed from Istock.com


Franchisees: Amaze Customers With These Top Tips

Despite the franchise rules, you can wow customers with a great customer experience.

  1. Inspire service workers to care. Start each shift with a service motto. Use one example each day of how the workers make a difference! Inspire workers to care before you teach them to smile.

  2. Give each customer your full attention. Customers are becoming more and more insulted by distracted workers. At check out counters, workers are chatting with friends while scanning customer purchases. They are texting and talking on the phone while customers wait for service. Attention is one of the easiest ways to show customers you care. It is the first impression you give and sets the tone for the interaction.

  3. Smile. You’ve read it before and I say it again. Customers have chosen to come to your business. A smile says welcome and thank you. It defuses their tension. Everyone has struggles. You can lighten their load and make a difference.


  4. Listen. Make sure you know what customers want. Restate what the customer asks for. Listen for special requests. One drive-through customer stressed they didn’t want any ketchup on their burger. As they drove away and reached into the bag, they found a burger with ketchup. They came back with the burger — very upset.

  5. Double check before you deliver. Had the worker checked the order before giving the burger to the customer, they would have prevented the bad experience.

  6. Blame no one. In a family style chain restaurant, the customer at the table next to mine told the server he brought the wrong order. He then blamed the customer. “That’s what you pointed to on the menu.” Had he restated the customer’s order before sending it into the kitchen, he would have prevented the problem.

  7. Let the customers have their say. When customers are upset, don’t interrupt them. Don’t say calm down. They don’t take orders. Customers aren’t in your army. If you let them speak, they will come up for air. Then show them some empathy and work to resolve the problem.


  8. Franchisees: Quote says Everybody has their own struggle. So be kind.

    Be kind. It creates a great customer experience.

    Image via quoteeveryday.com



Successful franchisees strive and know how to create an irresistible customer experience despite the rules. Their customers rave about the service to their friends and family.


As franchisees, they inspire great service attitudes. So hire friendly employees. Model great service and train service workers to deliver it. Appreciate their work and recognize their efforts.

Franchisees: Caring Words Cost Nothing: Image is a poster with those words.

Treat employees well. Be the model of how to treat customers! Remember always that business rules need not stop a super customer experience.

From my professional experience to your success,
Kate Nasser, The People Skills Coach™


Let’s do a customer service workshop or webinar for your service workers. Together we can make a difference! Ph: 908.595.1515.


Related Post:
24 Customer Service Tips to Make It Easy for Customers
11 Surefire Beliefs for Superior Customer Experience

©2014 Kate Nasser, CAS, Inc. Somerville, NJ. I appreciate your sharing the link to this post on your social streams. However, if you want to re-post or republish the content of this post, please email info@katenasser.com for permission and guidelines. Thank you for respecting intellectual capital.


Kate Nasser, The People Skills Coach™, delivers coaching, consulting, training, and keynotes on leading change, employee engagement, teamwork, and delivering the ultimate customer service. She turns interaction obstacles into interpersonal success. See this site for workshop outlines, keynote footage, and customer results.

 

 

PS-EnergyBar-LogoJoin me through these social channels

Engage in people skills learning! Let’s turn interaction obstacles into business success in leadership, teamwork, and customer service experience. I invite your questions, share my experience, and welcome your wisdom.

Bluntness Bombs Out: Here’s Why!

As The People Skills Coach™, I often coach leaders, managers, and technical professionals on steps to move from bluntness to helpful honesty. For people who are inspired by logic to change their behavior, here are 6 smart logical reasons why bluntness bombs out.


Bluntness: Image is sign that says Logic Lane.

Bluntness Bombs Out for 6 Logical People Skills Reasons Image by:Rupert Brun

Image by Rupert Brun via Flickr Creative Commons License.


6 Logical People Skills Reasons Bluntness Bombs Out


  1. No Warm-Up. Picture your bluntness as very cold water. If you push someone into a cold swimming pool, they remember the shock. If you let them wade in, they adjust to the temperature and function well. If you want people to hear and embrace your message, don’t shock them with bluntness.

  2. Punching Dulls the Brain. Punching bags are not known for their performance. They hang and swing. If you are blunt to effect a change, those you verbally punch may swing away from you. They are not likely to understand your message or change behavior.

  3. Bluntness builds barriers. Communication is for connection. Bluntness can create a busy signal — a barrier — between communicator and listener. If someone isn’t listening, your message essentially bombs out.

  4. Bluntness undermines respect and credibility. The strength of the message is weakened by the rudeness of the approach. Who is going to respect and believe the message delivered by a blunt oaf?

  5. Bluntness breaks bonds. Most people aren’t hermits. They interact and build bonds with others to survive and thrive. Bluntness may get your words out but it bombs out by breaking important bonds. It may even create vengeful feelings and start a verbal war.

  6. Bluntness focuses on your needs and overlooks others. It screams selfishness. It lacks emotional intelligence. It’s no wonder that bluntness turns others off.



Many leaders resort to bluntness out of frustration. When diplomatic honesty doesn’t seem to be working, they swing over to bluntness. Others resort to bluntness when they lose patience with those who don’t seem to understand their message or won’t listen.

Yet when you reach the end of your rope, why cut it with bluntness? Unless you need to use bluntness to save a life or prevent death, hold on to the rope!

Take a moment and tap your intellect, logic, and people skills to find a way to communicate with honesty and respect. It’s far more effective than bluntness.



From my professional experience to your success,
Kate Nasser, The People Skills Coach™

Related Post:
Reduce Conflict: Hear the Urgency Before the Yell
6 Key Reasons Executives Get Annoyed w/ You

©2011-2014 Kate Nasser, CAS, Inc. Somerville, NJ. I appreciate your sharing the link to this post on your social streams. However, if you want to re-post or republish the content of this post, please email info@katenasser.com for permission and guidelines. Thank you for respecting intellectual capital.


Kate Nasser, The People Skills Coach™, delivers coaching, consulting, training, and keynotes on leading change, employee engagement, teamwork, and delivering the ultimate customer service. She turns interaction obstacles into interpersonal success. See this site for workshop outlines, keynote footage, and customer results.

 

 

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Engage in people skills learning! Let’s turn interaction obstacles into business success in leadership, teamwork, and customer service experience. I invite your questions, share my experience, and welcome your wisdom.

Prevent the Negative Effects of Being Too Positive!


Is your positive attitude helping yourself and others? It often can. Yet, have you ever met someone who overlooks empathy and drives their positive attitude on others?

When extremely positive people don’t account for others’ needs, their positive outlook can backfire.  They can come across as patronizing, controlling, and oddly enough, insensitive.


Negative Effects of Being Positive image is Smiley Face Cube Glowing

Negative Effects of Being Positive Image by Kristin Resurreccion via Flickr.


Grateful to Kristin Resurreccion for the image via Flickr Creative Commons License.

5 Ways to Prevent the Negative Effects of Being Positive

I have a very positive attitude about life and deliver inspirational keynotes to lift others up. I have also met people who try to convert me to their version of optimism before seeing how positive I already am!  This turns me off to what they have to offer.


To prevent this misstep …

  1. Listen in the moment and understand others’ perspectives.  Listening builds trust through respect of others’ needs.  Sometimes people are so busy encouraging others to be positive they don’t stop and detect what others need at that moment.  Everyone is on a journey and they travel at different speeds.   Some get to a positive attitude faster than others.  Some don’t even want to go there.  

    Exception: If you are a leading an organization through change and a true resistor is slowing the pace with negativity, you will need to address that very clearly to ensure the momentum of change.


  2. Acknowledge and empathize.  Empathy doesn’t mean you agree. It means you matter, we matter this matters. Connect with empathy to build the trust needed to influence others.

  3. Coach only when asked.  In everyday life, don’t elect yourself someone else’s life coach.  Even positive words like “I would like to encourage you to …” are somewhat arrogant if the person didn’t ask for your help.   Live and enjoy your own positive attitude but don’t declare yourself Ruler of PositiveLand and issue decrees.  You may become known as a royal pain in the tail.

  4. Blend optimism with realism. It opens the door to empathy and builds credibility. It is much easier to connect and trust someone who has their feet on the ground as they reach for the stars.

  5. Disagree honestly and with respect. Become comfortable with honest respectful disagreement.  People disagree in life.  Working through disagreements often delivers great results.  Yet sometimes extremely positive people patronize during a disagreement because they seek immediate harmony.  Disagreement can be a positive if it is done respectfully.




Live positively and let others see your optimism and positive choices. Blend it with empathy and realism and you ascend to trust, respect, and the long reach of influence.


From my professional experience to your success,
Kate Nasser, The People Skills Coach™

Related Posts:
Leadership Optimism: Keeping It Real
When Strong Leaders Use Empathy

©2014 Kate Nasser, CAS, Inc. Somerville, NJ. I appreciate your sharing the link to this post on your social streams. However, if you want to re-post or republish the content of this post, please email info@katenasser.com for permission and guidelines. Thank you for respecting intellectual capital.


Kate Nasser, The People Skills Coach™, delivers coaching, consulting, training, and keynotes on leading change, employee engagement, teamwork, and delivering the ultimate customer service. She turns interaction obstacles into interpersonal success. See this site for workshop outlines, keynote footage, and customer results.

 

 

PS-EnergyBar-LogoJoin me through these social channels

Engage in people skills learning! Let’s turn interaction obstacles into business success in leadership, teamwork, and customer service experience. I invite your questions, share my experience, and welcome your wisdom.

Handling Conflict is our people skills chat topic this Sunday.

WHEN/WHERE: Join us Sunday Sept. 28, 2014 on Twitter at 10AM EDT. Hashtag: #peopleskills


Time converter:
Please click the time converter link above to convert 10am EDT to your local time.



Handling Conflict: The People Skills Way

Handling conflict is a one of the most valuable people skills. It is essential for working and living together. It respects all views and and discovers win-win solutions. So we gather for this chat to explore handling conflict the people skills way.


My co-host for this chat is Michael Cortes, education & presentation coach. Michael suggested this topic and is looking forward to engaging with everyone this Sunday.


Handling Conflict. Image is People skills logo

Handling Conflict. Image by KimbManson for Kate Nasser. All rights reserved.


Image designed by: Kimb Manson Graphics Design for Kate Nasser. All rights reserved.

Handling Conflict With Great People Skills

JOIN us Sunday at 10am ET in #peopleskills Twitter chat to share your views and experience on handling conflict.

Some questions to get us thinking in advance:

  • How do you define conflict?
  • What is the difference between disagreement and conflict? Is there a difference?
  • Would you rather be around a constant peacemaker, a person who sticks to their views, or __________?
  • “Ideas and not battles mark the forward progress of mankind.” ~L. Ron Hubbard Ag/Disagree?
  • How do you feel when you sense a conflict is developing?
  • Fear of conflict – where does it come from? How can people overcome it?
  • What factors make conflict difficult to handle?
  • How do interactions turn into conflict?
  • What types of conflicts can develop when people work together and why?
  • How do people skills resolve conflict?
  • What skills do leaders need to handle conflict among team members?

These are just some questions to get us thinking. Actual questions will post live during the chat.



So bring your personal perspective, your experience, a beverage, and join the community on Sunday Sept 28, 2014, 10am EDT in People Skills Chat on Twitter (hashtag: #peopleskills). Share your creative views and experience in our people skills chat on handling conflict.


I also invite you to continue this chat by joining the Google+ People Skills Community, The Facebook Group People Skills That Really Matter and the LinkedIn Group People Skills Succeed to be a part of all the people skills discussions everyday 24×7. Get your people skills community member badge here.



Shout Out of Gratitude

My gratitude to my co-host this week Michael Cortes, and to all who participate and grow the people skills global community on Twitter (#peopleskills), Google+, LinkedIn, and Facebook. We welcome your suggestions for topics, offers to co-host, and most especially your diverse insights.

Continued thanks to generous chat moderators Chantal Bechervaise, Dave Moore, Hoda Maalouf, Tracy Shroyer and Tom Rhodes for their time and contributions.






Hope you will all join our People Skills Chat on Twitter (#peopleskills) this Sunday Sept. 28, 2014, 10am EDT/7am PDT to share your insights, perspective, and experience on handling conflict.

Everyone is welcome! We have only one rule in People Skills Global Chat: Respect for all even when we disagree.






TIP: If you have never been in a Twitter chat, you may find it helpful to log on to Tweetchat.com, or Twubs.com and enter hashtag #peopleskills. Sign in to your Twitter account. The venue will insert the hashtag on each of your tweets and you will see all the tweets on one screen. Other tools available are Tchat.io, Hootsuite and TweetDeck.

I am the founder and host of the chat and will be happy to answer any questions you have in advance: Email me.


Connect with you this Sun. Sept. 28, 2014, 10am EDT in our People Skills Global Twitter Chat about handling conflict.

Until then, as always, I wish you bonds of happiness and success!

From my professional experience to your success,
Kate Nasser, The People Skills Coach™

©2014 Kate Nasser, CAS, Inc. Somerville, NJ. I appreciate your sharing the link to this post on your social streams. However, if you want to re-post or republish the content of this post, please email info@katenasser.com for permission and guidelines. Thank you for respecting intellectual capital.


Kate Nasser, The People Skills Coach™, delivers coaching, consulting, training, and keynotes on leading change, employee engagement, teamwork, and delivering the ultimate customer service. She turns interaction obstacles into interpersonal success. See this site for workshop outlines, keynote footage, and customer results.

 

 

PS-EnergyBar-LogoJoin me through these social channels

Engage in people skills learning! Let’s turn interaction obstacles into business success in leadership, teamwork, and customer service experience. I invite your questions, share my experience, and welcome your wisdom.

Reduce Conflict: 5 Places to Hear the Urgency Before the Yell

As The People Skills Coach™, I often teach others how to deal with people’s anger in the workplace and reduce conflict. Does your boss yell? Has a team member suddenly become edgy with you? Has a customer surprised you with a yell?

Reduce Conflict: Image is bee w/ magnifying glass.

Reduce Conflict: Hear the Urgency Before the Yell Image: Istock.

Image licensed from Istock.com


If you don’t like to be yelled at, develop one of the most valuable people skills to reduce conflict:

Hear the urgency before the yell!



Often when the boss, a teammate, or a customer yells, you have missed the urgency they were communicating before the yell. It’s not your fault and this is not about blame. Yet hearing the urgency before the yell can give you what you want — less conflict!

In the face of urgency and a listener who doesn’t hear it, someone may resort to a yell. I am not speaking about people who yell all the time. I am referring to people who suddenly start to yell.

Reduce Conflict: 5 Places to Hear Urgency Before the Yell!

  1. Hear urgency in repetition. When they calmly say the same thing twice, hear their urgency and acknowledge it — before the yell. If you remain silent because you are pondering what they said, the next thing you hear may be a yell. To them silence means you don’t care. Tell them you are thinking not ignoring them.


  2. Hear urgency in their lack of knowledge. Your expertise blinds you to their urgency. As they speak, your knowledge is calmly telling you that you can handle it. Speak up. Nicely reassure them that you can handle it. Communicate solutions sooner to reduce conflict and prevent the yell.

  3. Hear urgency in the painful past or impending future. Many times people’s urgency comes from previous negative experiences that caused them pain or something they are anticipating. Ask great questions while people are calm to uncover their concerns — before the yell. When you uncover the fear, you find the urgency and reduce conflict.

  4. Hear urgency in the need to be acknowledged. Urgency is not always a deadline for action. Often people’s urgency resides in their need to be heard. Tell them that you hear what they are saying. Paraphrase (not parrot) what they have said. Acknowledging people can prevent the yell and reduce conflict.

  5. Hear urgency in the bigger picture. Example: I was teaching a public class. The banquet room was to be setup by 7:30am so I could prepare before greeting the students. I walked in to see a room configured incorrectly and no flip charts.

    I calmly spoke with the hotel rep about re-configuring room and the time frame needed. Ten minutes later there was still no change. I then said, “Fix this now!”. He replied, “that’s good, you woke me up” and quickly fixed the problem. To him, my calm voice at the beginning meant it wasn’t urgent. Had he looked at the bigger picture of my need to prepare before people arrived, he would have heard the urgency in the calm — before the yell.



Bonus Tip: The more you know about people, the easier it is to reduce conflict and prevent the yell. Learn what annoys them (pet peeves), their personality types, their fears and goals, their frustrations, and how best to respond before the yell.





You can create positive, proactive, productive interactions in business.





What have surprising outbursts taught you about reducing conflict in business?



From my professional experience to your success,
Kate Nasser, The People Skills Coach™


Related Posts:
6 Key Reasons Executive Leaders Get Annoyed w/ You
Reduce Conflict: Listen While You Speak

©2014 Kate Nasser, CAS, Inc. Somerville, NJ. I appreciate your sharing the link to this post on your social streams. However, if you want to re-post or republish the content of this post, please email info@katenasser.com for permission and guidelines. Thank you for respecting intellectual capital.


Kate Nasser, The People Skills Coach™, delivers coaching, consulting, training, and keynotes on leading change, employee engagement, teamwork, and delivering the ultimate customer service. She turns interaction obstacles into interpersonal success. See this site for workshop outlines, keynote footage, and customer results.

 

 

PS-EnergyBar-LogoJoin me through these social channels

Engage in people skills learning! Let’s turn interaction obstacles into business success in leadership, teamwork, and customer service experience. I invite your questions, share my experience, and welcome your wisdom.

Listening Beyond Our Boundaries: Risk Free Success!


Listening Beyond Our Boundaries: Image is person breaking through and emerging through a wall.

Listening Beyond Our Boundaries. Image licensed from Istock.com

Image licensed from Istock.com


We succeed in leadership, teamwork, employee engagement, customer service and relationships in general when we listen beyond our boundaries.

Listening beyond our boundaries solves problems and prevents problems. It turns perceived gaps into understanding. It magically draws people together to do the impossible. There is nothing to stop us.


All we need to do is get started!


Listening Beyond Our Boundaries: 2 Minute Quick Start Video









When has listening beyond your boundaries created surprising results?

How can we help others to listen beyond their boundaries?

Or must everyone do it on their own?


From my professional experience to your success,
Kate Nasser, The People Skills Coach™

Related Post:
Listening Responsibility: Listen While We Speak!

©2014 Kate Nasser, CAS, Inc. Somerville, NJ. I appreciate your sharing the link to this post on your social streams. However, if you want to re-post or republish the content of this post, please email info@katenasser.com for permission and guidelines. Thank you for respecting intellectual capital.


Kate Nasser, The People Skills Coach™, delivers coaching, consulting, training, and keynotes on leading change, employee engagement, teamwork, and delivering the ultimate customer service. She turns interaction obstacles into interpersonal success. See this site for workshop outlines, keynote footage, and customer results.

 

 

PS-EnergyBar-LogoJoin me through these social channels

Engage in people skills learning! Let’s turn interaction obstacles into business success in leadership, teamwork, and customer service experience. I invite your questions, share my experience, and welcome your wisdom.

Listening Responsibility: Listen While We Speak!


Do you get annoyed when people try to interact with you while you are speaking to them? Do you see it as an interruption?

You may be defining listening as complete silence until you are done. If so, you may also be overlooking your listening responsibility.


Listening Responsibility: Image is olive oil pouring through funnel strainer.

Listening Responsibility: Listen for Input While You Speak!

Image courtesy of Williams-Sonoma product catalog.


Unless our purpose is to preach or make a speech, great communication requires that we listen for input while we speak. This is our listening responsibility for true connection.


What kind of input?

  • Non-verbal cues like negative facial expressions, a hand up, heads turning away, people walking away. If we overlook these and keep on talking, our message to others is one of power not care and connection.

  • Polite requests to jump in. Phrases like — excuse me or pardon me or sorry I have to go — signal a need. If we show annoyance at being interrupted, we communicate a desire to dominate and please ourselves rather than connect with others.

  • Input that keeps everyone connected. If people aren’t with us, who are we communicating with? Speaking without allowing input, disengages and disconnects.



Listening Responsibility: 5 Reasons People Interrupt Us

When we speak, people may jump in for various reasons.

  1. They are confused. People who tell me they hate interruptions believe that if people would just let them finish speaking, the confusion would disappear. However, they discount how people feel when they are confused. Waiting prolongs and intensifies the pain of confusion. To communicate and connect, allow people to jump in to clarify and eliminate their confusion.

  2. We are confused. Picture yourself speaking with a customer. They ask a question and we begin to answer it. They jump in when they realize we misunderstood their question. Our listening responsibility is to hear what we misunderstood as soon as possible. Great service comes through dialogue not monologue.

  3. They are seeing disaster that we don’t see. The purpose for speaking can create tunnel vision. As others hear what we are saying, they may jump in to prevent our feet from being stuck in our mouths. Instead of being annoyed at the interruption, consider the helpful input they offer.

  4. We don’t know how they think. Picture presenting to decision makers you don’t know. You start your presentation and they quickly jump in and ask questions. Listen to this input. They are telling you how they think and how they decide. Turn their gift into your success! Don’t resist their input as an interruption. Project your desire to serve not your need for power.

  5. Something has changed. Things can change from the moment we start to speak to the moment people jump in. Perhaps they need to leave suddenly. Maybe we’ve said something that completely changes the topic and view. While we speak, our listening responsibility is to be aware of what is changing and adapt to close the gap.




Speaking is not output. It is output in response to input that is flowing at you. Embrace this input. Connect with others by listening while you speak. Reach ‘em, don’t preach ‘em!


Your turn: When have you embraced input instead of being annoyed at it?



From my professional experience to your success,
Kate Nasser, The People Skills Coach™

Related Posts:
Leadership: Are You Communicating w/ Honesty & Civility?
People Skills: The Secret Within Every Great Communicator
Career Success: Are You Rocking w/ These 13 People Skills?

©2014 Kate Nasser, CAS, Inc. Somerville, NJ. I appreciate your sharing the link to this post on your social streams. However, if you want to re-post or republish the content of this post, please email info@katenasser.com for permission and guidelines. Thank you for respecting intellectual capital.


Kate Nasser, The People Skills Coach™, delivers coaching, consulting, training, and keynotes on leading change, employee engagement, teamwork, and delivering the ultimate customer service. She turns interaction obstacles into interpersonal success. See this site for workshop outlines, keynote footage, and customer results.

 

 

PS-EnergyBar-LogoJoin me through these social channels

Engage in people skills learning! Let’s turn interaction obstacles into business success in leadership, teamwork, and customer service experience. I invite your questions, share my experience, and welcome your wisdom.

Seeing Inside Others is our people skills chat topic this Sunday.

WHEN/WHERE: Join us Sunday Aug. 17, 2014 on Twitter at 10AM EDT. Hashtag: #peopleskills


Time converter:
Please click the time converter link above to convert 10am EDT to your local time.



Seeing Inside Others for Stronger Connection

The events of this week inspired Tom Rhodes to write this special blog post: What’s on the Inside? His post inspires our people skills chat this Sunday.


Seeing Inside Others. Image is People skills logo

Seeing Inside Others. Image by KimbManson for Kate Nasser. All rights reserved.


Image designed by: Kimb Manson Graphics Design for Kate Nasser. All rights reserved.

Seeing Inside Others

In every aspect of our lives — at home and at work — we interact with many people. How well do we get to know them? Do we see only what we want to see? In the process, do we burden them with our expectations? Much to explore on this topic.

Some questions to get us thinking in advance of Sunday’s #Peopleskills Twitter chat:

  • Seeing inside others — is it possible?
  • What more would you want to know about others — beyond the surface?
  • Do people block others from seeing inside of them? Why?
  • How do cultural & childhood messages block seeing inside others?
  • How do we move from analyzing others to supporting others? Do you want to?
  • How can a balanced view of life and others benefit you?
  • Showing pain – is it accepted in society?
  • “Laugh and the world laughs w/ you. Cry and you cry alone.” What’s the effect of this message?
  • What fears, if any, stop us from seeing inside others? Does deep emotion and vulnerability scare us?
  • Do we worship strength and disdain vulnerability?
  • Why don’t we see inside others more often?
  • How can we learn to be more supportive without becoming co-dependent?



These are just some questions to get us thinking. Actual questions will post live during the chat.



So bring your personal perspective, your experience, a beverage, and join the community on Sunday Aug. 17, 2014, 10am EDT in People Skills Chat on Twitter (hashtag: #peopleskills). Share your creative views and experience in our people skills chat about seeing inside others.


I also invite you to continue this chat by joining the Google+ People Skills Community, The Facebook Group People Skills That Really Matter and the LinkedIn Group People Skills Succeed to be a part of all the people skills discussions everyday 24×7. Get your people skills community member badge here.



Shout Out of Gratitude

My gratitude to all who participate and grow the people skills global community on Twitter (#peopleskills), Google+, LinkedIn, and Facebook. We welcome your suggestions for topics, offers to co-host, and most especially your diverse insights.

Special thanks to Tom Rhodes for the inspiration for this chat. Continued thanks to the people skills community and generous chat moderators Chantal Bechervaise, Dave Moore, Hoda Maalouf, Tracy Shroyer and Tom Rhodes for their time and contributions.






Hope you will all join our People Skills Chat on Twitter (#peopleskills) this Sunday Aug. 17, 2014, 10am EDT/7am PDT to share your insights, perspective, and experience on seeing inside others.

Everyone is welcome! We have only one rule in People Skills Global Chat: Respect for all even when we disagree.






TIP: If you have never been in a Twitter chat, you may find it helpful to log on to Tweetchat.com, or Twubs.com and enter hashtag #peopleskills. Sign in to your Twitter account. The venue will insert the hashtag on each of your tweets and you will see all the tweets on one screen. Other tools available are Tchat.io, Hootsuite and TweetDeck.

I am the founder and host of the chat and will be happy to answer any questions you have in advance: Email me.


Connect with you this Sun. Aug. 17, 2014, 10am EDT in our People Skills Global Twitter Chat about seeing inside others for stronger connection.

Until then, as always, I wish you bonds of happiness and success!

From my professional experience to your success,
Kate Nasser, The People Skills Coach™

©2014 Kate Nasser, CAS, Inc. Somerville, NJ. I appreciate your sharing the link to this post on your social streams. However, if you want to re-post or republish the content of this post, please email info@katenasser.com for permission and guidelines. Thank you for respecting intellectual capital.


Kate Nasser, The People Skills Coach™, delivers coaching, consulting, training, and keynotes on leading change, employee engagement, teamwork, and delivering the ultimate customer service. She turns interaction obstacles into interpersonal success. See this site for workshop outlines, keynote footage, and customer results.

 

 

PS-EnergyBar-LogoJoin me through these social channels

Engage in people skills learning! Let’s turn interaction obstacles into business success in leadership, teamwork, and customer service experience. I invite your questions, share my experience, and welcome your wisdom.

Irresistible Customer Experience: The Core Truth

An irresistible customer experience is not the tough unachievable summit many leaders and teams picture. There are things that every customer wants to hear and wants to experience.

Irresistible Customer Experience: Image is pictoquote of Make positive thinking our way of life.

Irresistible Customer Experience: What Every Customer Wants! Image by: BK Symphony of Love

Image by BK Symphony of Love via Flickr Creative Commons License.

Irresistible Customer Experience: What Everyone Wants

An irresistible experience …

  • Is pleasurable.
  • Makes us feel wanted.
  • Puts us in a positive light.
  • Gives us something we really want.
  • Surprises us with something positive we didn’t even know we wanted.
  • Gets better and better each time.
  • Reawakens pleasant feelings we had before.
  • Prevents or relieves difficulty or pain.
  • Elevates us in some way.



An irresistible experience doesn’t …

  • Inflict pain.
  • Confuse.
  • Demean.
  • Manipulate.
  • Ignore.
  • Require anger for action.



What customers want to hear …

  1. Welcome. We’re happy you’re here.
  2. Thank you for being our customer.
  3. You’re the reason we exist.
  4. We like serving you.
  5. We respect your choices.
  6. We’re glad you’re back.
  7. We’re listening.
  8. We work hard so you won’t have to.
  9. You’re worth it.
  10. We’re sorry you’re having trouble. Let us fix it!
  11. We will make this easy for you.



Marketing folks capture this core truth of irresistible customer experience in the company tag lines they write. So why do so many companies with great tag lines struggle with delivering an irresistible customer experience?


They make the simple truth complicated!

  • They don’t believe that customer experience is critical to financial success. Yet the simple truth is, customers leave when the experience they have with your company is mediocre or bad.
  • They mistrust customers and thus hedge on giving. Irresistible customer experience becomes unattainable.
  • They mistrust employees and thus don’t empower them. Say goodbye to irresistible customer experience.
  • They become metric-centric instead of customer-centric. Customers don’t list great metrics as an irresistible customer experience!
  • They believe that only small companies can deliver an irresistible customer experience very time. They think that scaling up makes wowing the customer impossible. This belief blocks the possibility. If you can’t envision it, it won’t happen.




However, when we remember the core truth of what every customer wants, we are well on the way to delivering an irresistible customer experience every single time.





Irresistible Customer Experience: Image is "Thank You Cards"

Irresistible Customer Experience: The Simple Core Truth Image by: KatrinaAlana

Image by Katrina Alana via Flickr Creative Commons License.



From my professional experience to your success,
Kate Nasser, The People Skills Coach™

Related Posts:
Customer Experience Superstars & The Irresistible Things They Give
Customer Experience Vibe: Are You Being Generous or Greedy
Fake Empowerment: The True Cost to Customer Experience


©2014 Kate Nasser, CAS, Inc. Somerville, NJ. I appreciate your sharing the link to this post on your social streams. However, if you want to re-post or republish the content of this post, please email info@katenasser.com for permission and guidelines. Thank you for respecting intellectual capital.


Kate Nasser, The People Skills Coach™, delivers coaching, consulting, training, and keynotes on leading change, employee engagement, teamwork, and delivering the ultimate customer service. She turns interaction obstacles into interpersonal success. See this site for workshop outlines, keynote footage, and customer results.

 

 

PS-EnergyBar-LogoJoin me through these social channels

Engage in people skills learning! Let’s turn interaction obstacles into business success in leadership, teamwork, and customer service experience. I invite your questions, share my experience, and welcome your wisdom.

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