Funny motivational speaker Amy Dee’s blog, Compassionate customer service
- Recent studies prove that compassion at work can has both internal and external positive effects to a business
- More compassion within a workplace resulted in better performance, commitment, accountability and job satisfaction
- World-class customer experience organizations constantly put their employees in the shoes of the customer
“It takes months to find a customer… seconds to lose one”-Vince Lombardi
A Small Act Can Make a Big Difference
Years ago, just before delivering a keynote,I realized that I was 7 copies short of my needed handouts. That morning, I’d seen a copying machine behind the cashier desk at the center’s restaurant. So, I speed walked to the restaurant to ask for 7 copies.
Rushing into the restaurant, I spotted the young cashier. She was paging through her cell phone while waiting to check out guests.
Breathless, I said “Hi, sorry for racing in here, but I really need your help.” The young woman didn’t lift her head to acknowledge me, so I continued talking “I am sorry to bother you, but I am giving a keynote down the hall and just realized I am 7 copies short. Will you please make me 7 copies? Of course, I am happy to pay you for them.”
Her high pony tail swung slightly as she lifted her head “Well, I am not sure.” She answered.
“Not sure? Not sure?” “Seriously?” thought to myself.
After all, It’s not as though I’d asked to to disarm North Korea.
I’d not slapped a lake trout on the counter and asked her to cook it.
Nor did I grab a fork from a table asking her to scratch my back with it.
I was just asking for 7 one sided copies.
She looked back down at her phone. After what seemed like forever, she raised her head saying
“I am sorry, but it isn’t possible for me to help you.”
Not Possible vs Possible, But I Don’t Want To
Not possible? Shocked, I left clutching my handout.
Of course it was possible. After all, there was a copy machine right behind her.”
In other words, there is a big difference between:
‘Not possible’ and ‘Possible, but I don’t want to.’
This young woman was pulling a possible, but I don’t want to.
I am too old to grow a baby. It is not possible .
It is not possible for me to grow a tail. That is to say, even if I really want a tail, can’t grow one.
On the other hand, at my age, it is possible for me to grow a beard. Possible, but I don’t want to.
Compassionate Customer Service
I raced across the street to the competing hotel. Running up to the hotel desk, I waited for the clerk to notice me.
Her name tag was inscribed ‘Beth’
Beth turned to me saying “Wow! You are in a hurry! How can I help you?”
“Beth, I am giving a keynote across the street. I really need 7 copies of my handout. You can charge me for them. Will you help me?”
“Of course I will!” She exclaimed, grabbing my handout. Moments later she out from the hotel desk with a small pile of copies. Handing them to me she said “I made you a few extra, just in case you need them.”
It’s Good to Be Good
Overwhelmed by her kindness, I asked to give her a quick hug. saying “Thanks so much, I really needed your help.”
Beth responded “It’s good to be good.”
Meanwhile, the guests in the lobby smiled while watching our exchange. Research has shown that just watching an act of kindness makes us feel good. Goodness spreads.
After that, I gave a powerful keynote on the power of Compassion Service. After all, I’d seen that power play out over 7 copies, valued at 70 cents.
Power Gained and Power Lost
Each of these women had the opportunity to show compassionate service. One stepped into her power and the other stepped away from it.
As a result, I never set foot in the convention center restaurant or hotel again. From that point on, every time I spoke in that city, I stayed in Beth’s hotel and ate at Beth’s hotel restaurant.
What is Compassion?
Compassion is the ability to feel for another human, and it results in the desire to “relieve their suffering.”
3 tips to compassionate customer service
- Tune into how the customer feels
- Recognize and access their needs in the situation
- Determine how you can help fix the problem.
How Compassion Service Helps
Compassionate service is the vital to building a loyal customer base. Employees who draw on compassion tend to look a little deeper before they react. This allows them to respond rather than react to even the most difficult customer. Compassion graces us with the power to humanize your interactions.
Your company is not the radio jingle, the slick campaign slogan or CEO
Your company is your employee who delivers (or not) the service.
The customer’s perception is your reality -Kate Zabriskie