Respond Positively

Quick reference

• 00:04 In this video we're gonna continue looking at response and responsibility.
• 00:09 Now, I love this section because here's what we're gonna talk about,
• 00:13 positive communication.
• 00:15 So when a customer makes a request, or
• 00:17 has a challenge with you, you want to respond positively.
• 00:22 Respond positively, what does that mean?
• 00:25 Since we're little kids, we're doing things we shouldn't do and
• 00:30 our parents are telling us no, no, I said no!
• 00:33 Can I have this thing, no!
• 00:35 Can I do more, no!
• 00:37 Can I do that, no!
• 00:39 How does that feel after a while, right?
• 00:41 Especially when we're doing transactions, we're spending money.
• 00:44 Could I do it this, no!
• 00:45 Could I get a little more extra, no!
• 00:49 How can we just say yes to our customers?
• 00:54 How can we say yes, or at least how can we avoid the word no?
• 00:57 If there's something we just can't deliver, how can we avoid the word no?
• 01:01 Are you guys up for a challenge?
• 01:04 This is fun, we do this in companies all over the country.
• 01:07 And what we do is we challenge the customer service reps, or
• 01:11 we challenge the staff to avoid using the word no.
• 01:13 So you have to get a little creative, and
• 01:15 I'm gonna give you some tips on how to do that.
• 01:16 Wanna know what those are?
• 01:18 Great, here we go.
• 01:20 So do everything you can to avoid the word no.
• 01:23 All right, so what could you say instead?
• 01:25 This is one of my favorites.
• 01:28 I wish I could, what I can do for you is.
• 01:34 I like that.
• 01:35 I wish I could, what I can do for you is.
• 01:39 And I'll give you an example in my own business.
• 01:41 So there was a company that wanted to hire me to come do a speaking engagement.
• 01:47 And that's great, I love doing it, I've been in special events for, gosh,
• 01:51 20 plus years now.
• 01:52 I've been speaker and traveling around, so I understand the industry.
• 01:57 And one thing that I learned is after the event there's not a whole lot
• 02:02 of encouragement, or not a whole lot of leverage, to get paid on time, right?
• 02:08 Because the event's over, I've done my piece.
• 02:10 So long ago we switched our policies.
• 02:13 We're still giving excellent customer service, but we switched our policies.
• 02:16 Where in order to reserve the speaking day it is a 50% deposit, and
• 02:20 then the rest needs to be paid before the event.
• 02:24 Pretty simple and most clients they understand it, they get it.
• 02:27 But this particular client was used to paying net 45 all right.
• 02:32 And what that means is after the event they'll pay me 45 days later.
• 02:38 Maybe, no.
• 02:39 That's what that means, and typically big companies, that's what they do.
• 02:43 Right, it helps their cash flow so they do net 45.
• 02:45 But for us, we're a small business, it doesn't work for us.
• 02:50 So I get this email and they're asking for net 45.
• 02:54 And I said well, I wish I could, what I can do for you is.
• 02:58 Because I knew that they wanted to stretch their money, so
• 03:01 what I told them is that they could do the deposit.
• 03:04 And what I can do for you is instead of sending the balance of the check seven
• 03:09 days before the speaking engagement, you can have a check ready right there.
• 03:15 Once I arrive then you can pay me the rest, what I can do for you is.
• 03:20 And they loved that, that was great and it worked out for them.
• 03:23 And so there you go, right?
• 03:26 So I didn't say no, that's our policy, you're gonna rip me off and
• 03:29 you're not gonna pay me.
• 03:31 No, no, no, hey, I wish I could, what I can do for you is.
• 03:36 And that compromise worked and everybody was happy, okay.
• 03:40 And I knew a lot of information on the front end by asking intelligent
• 03:43 questions, okay.
• 03:44 So all this stuff comes together if you can connect the dots.
• 03:48 Good, next take responsibility for
• 03:51 the customer's issue regardless of whose fault it is.
• 03:55 Okay, we talked about that before.
• 03:56 So if it's the shipping department's problem, or
• 03:59 if it's accounting's problem, right.
• 04:01 Billing problems, those are huge, anybody ever go through some billing issues?
• 04:05 Those customers are upset, aren't they?
• 04:08 Because it has to do with their money.
• 04:10 So take responsibility even if you work in customer service and
• 04:14 the problem Is with billing, okay.
• 04:17 Take responsibility for the customer's issue regardless of whose fault it is.
• 04:22 Okay, and here's another little ninja trick, do you guys want a ninja phrase?
• 04:27 You do?
• 04:28 Here's the ninja phrase, okay.
• 04:30 So instead of saying I'm sorry,
• 04:32 when you tell somebody I'm sorry, it dies with I'm sorry.
• 04:37 You're just saying hey look, I'm sorry.
• 04:40 Okay, what's better is I apologize.
• 04:44 I apologize, or please forgive me.
• 04:47 And I love please forgive me because now you're asking somebody to do something.
• 04:52 And now they're engaged with you.
• 04:55 It's just a little two millimeter shift in the language we use, and
• 04:59 the communication that we use, to move us towards a positive outcome.
• 05:04 Okay, so this is all part of the game.
• 05:07 Avoid saying no, and avoid saying I'm sorry.
• 05:10 Instead, use I apologize, or please forgive me.
• 05:14 Okay, so this is all part of responding positively.
• 05:18 Responding positively, do everything you can to avoid the word no.
• 05:21 Use instead I wish I could, what I can do for you is x.
• 05:26 Take responsibility for the customer's issue regardless of whose fault it is.
• 05:31 And use I apologize, or please forgive me.
• 05:33 All right, awesome.
• 05:36 I'm gonna see you guys in the next video.

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