A Note from Ruby Read More Announcements: Webinars with Ruby Read More Feature Article: "Choosing the Right Mindset when Working with Challenging Customers" Read More Ruby Recommends 19th Annual Recreation Facility Design and Management School Read More Ruby's Schedule Read More	May 25, 2007 Volume 4, Issue 3 Sign up for this Newsletter or Read Past Issues
"Helping organizations make exceptional customer service a way of life through consulting, training and keynotes."

	It's the pitter patter of little feet around our house these days. Our new 11 week old chocolate lab, Kona, now protects World Headquarters.
She has reminded me what patience it takes to teach the young new techniques. So today’s article was inspired by her and addresses attitude. I'll be traveling most of June so I hope to see you online for my webinar on May 30th so I can wish you a great summer! For those of you in the USA, Have a great Memorial Day Weekend,

Webinars by Ruby: How to Create an Awesome Orientation Training Program

How do you welcome your new employees and volunteers to their new job?

Do you make their first day a celebration?

Is it a day filled with paperwork or does it get them excited about being part of your team?

If your orientation could use an upgrade, join Ruby for a F.R.E.E. webinar on May 30th at 10am MDT.

For more information and to register, visit https://www.gotomeeting.com/register/737293236

What is a webinar? A webinar is a seminar that is transmitted over the Internet. You will be able to view my PowerPoint slides and listen to me over the telephone. Technology makes it convenient to log on the Internet and dial in to a conference call from your desk (long distance charges will apply). A high-speed Internet connection is recommended (but not required) to view the seminar.

Invite your colleagues to join you, send them to https://www.gotomeeting.com/register/737293236

When things go wrong, and they sometimes will no matter how hard we try to think of everything, it is how you respond that makes a difference. Inevitably there will be the occasional disgruntled customer. No matter how wonderful your products or services are or how committed you are to provide the best customer service, problems do occur. Armed with the following perspective, you can diffuse a situation and possibly even save the customer, as well as the reputation of your organization.

1. View complaints as gifts.

Complaints can be a great source of information, innovation and inspiration. They can help you gain valuable ideas for new products/services, recover a customer who might have otherwise decided to go elsewhere, fix problems that could be the cause of other customers leaving, or gain a customer for life by resolving the complaint quickly and efficiently. Only 4% of upset customers complain. The other 96% simply leave and never come back. A complaint gives you the opportunity to resolve the situation and learn how to run your business better. By choosing to look for the "gifts" upset customers offer you, you take the first step in approaching the situation with an open mind. That mindset will come across in all the subliminal signals that you are sharing with them as you listen.

2. The customer is not always right…but they are the customer and we want to keep them as a customer.

Their investment in our business is valued, and we need to do whatever it takes to keep them happy. It's cheaper to solve the problem. It costs six times more to obtain a new customer than it does to retain the current one. (Recent surveys say it can cost up to ten times more!) Keep the situation in perspective and remember the "Big Picture". Don't let the pesky little things upset you. Be glad you don't live with them. Obnoxious customers are often embarrassed because they made a mistake and want to blame it on you.

3. You can't take it personally.

When a customer is upset, remember that it is not a personal attack. Though it may feel like the customer is attacking you remember - "this isn't about you - it is about their frustration over the situation." If you take the customers complaint personally, matters are sure to get worse before they get better. Don't allow what the person is saying to get you emotionally involved. When you let him or her "push your buttons" you lose. When you respond emotionally-with anger, sarcasm, distress, or tears-you can't respond rationally. The angry customer wants to upset you because they think you'll give them what they want so you can get rid of them. Many discourteous customers act that way because they made a mistake and want to blame someone else to take the attention away from their error. Don't let these customers get to you by responding emotionally or giving in to outrageous demands. Ignore inappropriate words. If you allow cursing to offend you, you've lost your objectivity and control, and the angry customer has won. Edit their comments in your head so you can make sense of their words without getting upset. On the other hand, if the language is really offensive, remind the customer that you are a professional and expect to be treated like a professional. Let them know that when they calm down and use appropriate language, you will be happy to address their concerns.

4. Dealing with the person and their concern is your responsibility.

This is a part of your job working in the service industry dealing with the public. We are all team players and share in the triumphs and failures of customer service. Do not assign blame or pass the customer off to another team member. Remember how you may have felt in the past if someone handed an angry customer off to you and do whatever you can to avoid doing that yourself.

5. Let go of the negative.

Control your self-talk. When you hear yourself saying negative things about the customer (or the situation) - STOP! Don't waste your time and energy. You have little control about the personality of the customer - especially their mindset. But, you can control how you react. Be in control of your emotions.

6. Stay calm and remember no one makes you mad.

You choose to get mad, or sad, or happy. So, don't choose to get mad at customers. Instead, choose to have a positive attitude. Do not get into a yelling match. For starters, you'll lose and your organization will lose. When the customers' temper gets the best of them, keep your demeanor calm and purposeful.

7. Make it a game or challenge to see how many upset customers you can turn around.

See if you can get them to be reasonable. Instead of being offended, make a choice to make it better for you and the customer. This perspective will take the focus away from the negative and help you focus on resolution. Think to yourself, what will be better after I calm this customer down and address their concern?

8. Moods are contagious.

What attitude are you conveying? Studies have proven that the number one reason customers choose to go elsewhere is because of poor handling of a situation. Most often that dissatisfaction comes from the mood or attitude of the individual that the customer encountered while trying to resolve their concern or complaint. Are you "infecting" others with good or bad moods? This mood will also demonstrate if you are ready to move up in the organization or if you need to "mature" in your role. Remember your mood or attitude can be contagious. What perspective are you spreading?

9. Work at gaining loyal customers.

The number one reason that customers stop buying from a business is because they were treated poorly by someone. It is much more cost effective to retain loyal customers than to gain new ones. In order to create loyalty, you have to calm down upset customers and ensure them that you will work to find a solution that they deem acceptable. Let them know that their business is important. Thank them for their patience and cooperation. In many cases, it pays to promptly address upset customers' concerns to keep their business.

10. Be prepared to learn from this opportunity.

Dealing with each unpleasant customer should be a learning experience if we keep an open mind and approach the situation in a positive manner.

An important concept to remember is that you won't please everyone. Challenging customers can be frustrating. But with the right attitude and techniques, many of these people can be turned into satisfied, loyal customers. It's not always easy, but it's worth it. Choosing the right mindset can make all the difference in how you feel about the customer and your job. Having respect for your customers will ensure their faith in and loyalty to you and your business.

© 2007 RubySpeaks, Inc. You are free to reprint or share this article providing you include Ruby's copyright information, leave it unaltered and include Ruby's contact information on the page.

May 30, 2007	Webinar with Ruby – "How to Create an Awesome Orientation Training Program for Staff and Volunteers" Online - Register Here
June 2-6, 2007	Presenter – International Federation for Professional Speakers Global Summit Dubai, United Arab Emirates
June 14, 2007	Trainer, Langley Air Force Base, Family Member Programs Langley, VA
June 16, 2007	Presenter, US Indoor Soccer Association Facility Operators Conference and Trade Show Denver, CO
June 18, 2007	Trainer, The Toledo Zoo Toledo, OH
June 19, 2007	Trainer, City of Fairfield, OH and Anderson Park District Fairfield, OH
June 21, 2007	Trainer/Presenter Sky Ridge Medical Center, Mystery Shopping and Directors Retreat Lone Tree, CO
June 26-27, 2007	Presenter – Association of Luxury Suite Directors Annual Conference, Gainey Ranch Scottsdale, AZ
July 8-10, 2007	Trainer – General Electric Information Management Leadership Program Danbury, CT

Recognized as a leading provider of staff development programs for the Leisure Industry, Ruby Newell-Legner has designed and presented more than 1600 programs in nine countries.

Ruby offers customized learning programs, targeted to supervisors and front line staff. As an award-winning, international speaker, Ruby works with organizations to build better relationships: from front-line employees to customers, from co-worker to co-worker, and from supervisors to the employees they supervise. She helps participants refine skills that make relationships work.

Whether you are building a new team, or looking to rejuvenate your existing staff ... Ruby can help. To check Ruby's availability, call today at 303-933-9291 or send us e-mail Info@RubySpeaks.com

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