Tips, tactics and strategies to help you have a Perfect Workday AND a lighter heart.
Wednesday, November 27, 2013
Black Friday...Bring It On!!
Yesterday on FaceBook I
sent out a request for suggestions about how to deal with poor customer service
when shopping during the holidays. I asked that folks understand that during
the holidays we’re in a hurry and stressed. Here are the Top Ten best tips:
it you? If you’re already in a stressed or angry mood—for whatever
reason—you’re more likely to let a service glitch crank you up. So, check
Nice. Lots of folks offered this. Service people run into so many folks who are
suffering from #1 so you being nice is a breath of fresh air for them.
Nice #2. Thank’em First. Start off the encounter by smiling and thanking them
for their help. This unexpected bit of Southern Charm, as Katherine Culbreth
Martin calls it, sets a positive mood and leads to…
Be the Powerful One. Donnie Douglas says that allowing another person’s service
to affect your mood/experience/day is surrendering a lot of power. You’re the
one with the power. However, forget the one-upsmanship game. That’s not about
power, that’s about ego and ego doesn’t get the job done.
for the Manager. A number of folks suggested this. It works if the manager can
get to you quickly and make a decision. If not…
the Manager and Move On. You don’t have time for a United Nations discussion. Complaining
on the spot makes things worse and you really won’t feel better. The Christmas
shopping experience is all about what happens in that moment. Move on. Go somewhere
else…even if it’s to another employee in the same department.
Waiting Game. If you are too busy or lazy or uncoordinated to wrap your own
presents you’ll be waiting. Russ Seagle suggested stashing a book in your
pocket or purse to give you something to do during the wait.
a List and Check it Twice. Don’t be too picky. No matter what you might believe
there is rarely ONE PERFECT PRESENT for the 20 percent of your list that really
matters. Have a couple of options for your important people. Not being able to
find that one perfect present cranks your stress level higher. For the 80
percent for whom you need to buy SOMETHING go with a generic gift (candy, book,
gift card) that’s easy to find and buy a bunch of them.
Yourself Rewards. Tell yourself that after this stop you’ll have a cup of
coffee and a doughnut, a beer, do something fun, sit down and rest…whatever
seems positive. Too often, shopping turns into some kind of Bataan Deathmarch.
Break the experience up into short missions.
10. Here’s the
best one…as you’re talking to the person who is being difficult visualize the
phrase “POOPY PANTS” tattooed on their forehead. The tactic will make you
smile, give you a feeling of power, they’ll wonder what you’re smiling about
and it makes the experience much more positive. But remember, don’t YOU act in
a manner such that the service person is seeing “POOPY PANTS” on YOUR forehead.
Mike Collins is president of The Perfect Workday Company, an information company based in The Research Triangle Region of North Carolina. He presents 100+ programs a year for organizations such as IBM, American Express, Novo Nordisk Pharmaceuticals and The John F. Kennedy Special Warfare School and Center.