Issue link: http://read.uberflip.com/i/408997
smile has a very different effect from the same words said without one. If you don't feel like smiling at any given time, Gordon advises you to think of your favorite joke or funny movie scene and make yourself smile. It has been scientifically proven that the act of smiling improves your mood and can reduce stress! (Actually, a fake smile produces more stress relief. Just so you know.) Call customers by name. When interacting with a customer, ask her name — then remember it and use it. Referring to someone by name demonstrates that you see her as an individual with unique needs and preferences, as opposed to "just a number" or a source of income. Extend a genuine offer to help (but don't hover). It's true; no one appreciates "that" salesperson who shadows your every step as you browse through a store, asking you every two minutes if you need any help. But that doesn't mean a single, simple, heartfelt, "Please let me know if you have any questions or need any help while you're here" won't be appreciated. It will! Even if a customer knows exactly what she wants, where to find it and how to use it, the fact that you noticed her and offered your assistance will make a positive impression and send a powerful message about your company. Be generous with your time. When someone does have a question or requests help, don't rush through the task of explaining your company's policy or toss off a piece of canned advice — take your time and really help the customer. It's a conversation, not a lecture. Gordon suggests you ask questions and listen to your customers. This lets them know you care about them and their thoughts, and it helps you better understand their concerns so you can help them. Keep in mind this quote from The Carpenter: "The world is filled with those who get things done the fastest and the cheapest, but it needs more artists, craftsmen, and craftswomen. When you become a craftsman in a world of carpenters, you will stand out, and people will clamor to work with you." Stay calm and respectful at all times. Sometimes it's easier said than done, but you should always strive to treat customers with respect and deference. Often when a customer is upset (or perhaps even hostile), using soothing words that show you care can have a powerful calming effect. "I'm sorry you were dissatisfied with your experience. Would you mind telling me how we can improve in the future?" will be better received than a perfunctory, "What was wrong with your experience?" or an exasperated, "I don't think I can help you!" Respond quickly and touch base often. It's simple: Return calls and emails promptly. Whenever possible, try not to leave any unanswered emails or voicemails overnight. And be proactive with updates, too. Don't force a client to get in touch with you in order to learn the status of an order, for instance. Send daily or weekly updates — whatever is appropriate. Build it up. There is no such thing as a "perfect" job. Every employee in every industry has the occasional complaint about work. But that doesn't mean you should dwell on them or air them gratuitously. When you're talking about your company (especially if you're on the clock), try to stay positive. Focus on the things you like about your work, what's going well and what your organization has to offer. Spreading discontent to your coworkers can create internal dissent — and that comes across to customers in your attitude, even if you never utter a bad word about your company to them. "Negative chit-chat damages a brand and may send an undeservedly negative impression about it to others," Gordon points out. "If you care about your organization, help build it up. If you don't care, it's time for an honest self-evaluation or a new job." See the good. In Gordon's book, the carpenter tells his protégé, "When you see the good, look for the good, and expect the good, you find the good and the good finds you." You can apply this principle by making an effort to stop thinking of customers as "annoying," "needy," "clueless" or "a waste of my time." Instead, choose to see "NEGATIVE CHIT-CHAT DAMAGES A BRAND AND MAY SEND AN UNDESERVEDLY NEGATIVE IMPRESSION ABOUT IT TO OTHERS. IF YOU CARE ABOUT YOUR ORGANIZATION, HELP BUILD IT UP." STARRINKS.COM NOVEMBER.DECEMBER.2014 / 25 , Continued on page 26