What do you do when the day starts off badly and then continues to get worse?
I am working with a client at the moment that is focussed on improving it’s customer service. My delegates are mainly male and, most of them, have been in the organisation a long time and have a lot of things they want to vent about. Fortunately for me, these workshops only last a day, but last week, I had 4 days in a row, which was mentally tough.
Each day the same issues arose and, even though I ‘parked’ these issues, they kept taking over the conversations throughout the workshop. There was a lot of “I’d really like to but…” statements and I could tell that I had my work cut out for the week. I needed to change their language to “I’d really like to and…”
I have been delivering different programmes, workshops and sessions in a variety of organisations since 2001 and, therefore, have built up my resilience, thickened my skin and worked out strategies to reach the main objective for the client.
These workshops tested my skills, they challenged my emotional intelligence and made me think on my feet. I feel like I have grown and developed, as a facilitator, because I have had to do things differently to get the groups to the end point.
By the end of the day, on all 4 workshops, the feedback has been positive with everyone having at least one ‘light bulb’ moment to take away and do something to improve their customer service. For some it was doing better planning, for others it was as simple as understanding their customers also have bad days but we can’t afford to let our bad days affect them – they pay our wages.
It’s not easy dealing with customers, and mine last week were a tough crowd, but you have to do your best every day, if that is the job you have chosen. Last week, I started every day with a smile for each and every one of my customers. Next week I have 5 days in a row, with similar minded people, and I will give each and everyone 100% of my effort to ensure we achieve the main objectives.
I will need to go the the gym, each evening, to reset my emotional balance, ready for the next day, to be fresh and positive again.
The thing is, every one of the delegates wants to do a great job but when you are surrounded by negativity it’s tough to stay positive. When I mention that their company has supported them for 20+ years, paying their mortgages, their children’s education, their family holidays and possibly going to make them comfortable in retirement, they started to appreciate how good they have things and how important it was to keep their customers.
To make a link from their security to their customers keeping them in a job, for possibly the next 19 years, really made them realise that making a bit more effort, might just be a good thing!
I am looking forward to developing my skills next week with my final 5 groups – I’ll keep on smiling.
I am, however, looking forward to the Christmas break.
Have an amazing week and, if you are customer facing, how would you rate yourself, could you be even better?