This is our soapbox

This is our opinionated soapbox on philanthropy, fundraising, the charitable sector and the world. For more information, visit GoalBusters.net or call 888.883.2690.

Wednesday, June 13, 2012

Don't Tell Me How I CAN'T do this, tell me how I CAN

Two phrases that aggravate me to no end:
  • "I have no control over that."
  • "I'm just an employee."
After a particularly challenging evening of poor customer service, and one stellar experience this morning, I'm reminded of a phrase I have used many times: Don't tell me how I can't do this, tell me how I CAN.

So in an attempt to find something useful from my experiences today, here are a few tips for customer service.

If things aren't going as planned, own up to it. On two occasions recently, I had a restaurant reservation where I did not get seated for an hour or more after the reservation time, and there was no place to comfortably wait. On both occasions, the hostess tried to gloss over the wait by saying, "It won't be long." Excuse me, but an hour wait is definitely long. Had I been informed a realistic wait time, I could have made an informed decision about staying or leaving. Customers can tell if you're not being completely transparent.

Never underestimate the power of a token gift to make amends. A complimentary upgrade or small gift doesn't cost much and can go a long way to restoring a customer's trust in you.

Give your front line decision making authority. At Phoenix Sky Harbor Airport this morning, the line for security was incredibly long. Even the priority lane was 50 people deep. Then, from no where, an airport employee said, "If this group would follow me, the checkpoint on the other side has a shorter line. I'll take you there." As we were walking briskly to the other area, one of my fellow travelers commented, "I hope this was worth the hike." Our hero employee said, "If the line isn't shorter, I'll personally take you all through the employee lane." He probably trimmed over 30 minutes from our wait through security. All because he was empowered to redirect passenger traffic. Rock star.

I'm going to try to stay focused on the one guy who was exceptional rather than the others who were not. Live by the surprising example of the airport employee who cared!

######

Connect with GoalBusters Facebook Twitter Blogger YouTube pinterest
Alice Ferris, ACFRE LinkedIn Facebook Twitter pinterest Skype alice.ferris
Jim Anderson LinkedIn Facebook Twitter pinterest Skype GoalBustersJim

Labels

Alice Ferris (96) Jim Anderson (72) AFP (40) ACFRE (38) GoalBusters Consulting (31) goalbusters (31) CFRE (29) fundraising (28) Training (23) nonprofit (22) 100 days of gratitude (21) Association of Fundraising Professionals (18) 100 days (17) AFP Conference (16) Presentations (16) 2009 (15) 2014 (15) Social Media (15) gratitude (15) 2010 (14) AFPNAZ (14) 2013 (13) philanthropy (13) 2012 (11) Workshop (11) travel (11) 2011 (10) How To (9) arizona (8) thank you (8) 2008 (7) Facebook (7) Flagstaff (7) KAWC (7) Marketing (7) Video (7) Volunteer (7) YouTube (7) 2017 (6) FAQ (6) Food (6) Public Radio (6) Storytelling (6) Tips (6) LinkedIn (5) Making the Ask (5) NFCB (5) Planning (5) Social Networking (5) Webinar (5) restaurants (5) rural fundraising (5) 2016 (4) Air Travel (4) Chinese New Year (4) Christmas (4) Donor (4) KGHR (4) KUYI (4) Major Gifts (4) Native American (4) Planned Giving (4) Pledge Drive (4) Public Broadcasting (4) Public Television (4) SlideShare (4) Special Events (4) Stevenson (4) Video Production (4) board development (4) ethics (4) stewardship (4) 2015 (3) Arizona PBS (3) Baltimore (3) Brand (3) Capital Campaign (3) Chinese (3) Community (3) Conference (3) Development Staff (3) Donor Acquisition (3) Economy (3) Elf (3) Elves (3) Goals (3) HEEF (3) Haiku Deck (3) Health Care (3) Holiday (3) Hopi (3) Jimisms (3) KAWC Colorado River Public Media (3) Lowell Observatory (3) Manifesto (3) Mission (3) North Country HealthCare (3) PBS (3) Passion (3) Photography (3) Promotion (3) Research (3) Small Shops (3) Wisconsin (3) Year-End Giving (3) customer service (3) phoenix (3) prescott (3) resolutions (3) yuma (3) 2007 (2) AFP TechKnow (2) Accreditation (2) Advancing Philanthropy (2) Alice's Restaurants (2) Books (2) Business Strategy (2) CFRE International (2) Canada (2) Chronicle of Philanthropy (2) Coaches (2) Commentary (2) Communication (2) Congress (2) Dancing (2) Dr. John H. Caskey III (2) Elta Foster (2) Foodspotting (2) Fundraising Campaign (2) Funny (2) Guiding Principles (2) Honor (2) Hopi Education Endowment Fund (2) House of Philanthropy (2) Humor (2) Immigrant (2) Jib Jab (2) KAET (2) NAU (2) New Orleans (2) Partners (2) Plan (2) Press Release (2) Profile (2) Prospecting (2) Relationships (2) Respect (2) Resume (2) Reviews (2) Sanders (2) Schultz Fire (2) Singing (2) Strategic Planning (2) TechKnow (2) Trust (2) Twitter (2) VIP (2) Values (2) Velvet Rope (2) Visionary (2) Vora Finacial (2) accountability (2) anniversary (2) appreciation (2) award (2) change (2) checklist (2) code of ethics (2) crisis communication (2) cultivation (2) culture of philanthropy (2) development (2) development cycle (2) diversity (2) education (2) goal setting (2) habits (2) introspection (2) jobs (2) lapsed donors (2) las vegas (2) lessons (2) new year (2) san diego (2) tripit (2) washington DC (2) 30 day plan (1) 50th Anniversary (1) 60 minutes (1) AFP Foundation Canada (1) AFP Meeting (1) AFPeeps (1) ALD (1) AWC (1) African American (1) Alexis de Tocqueville (1) Alpha Lambda Delta (1) Andrew Philips (1) Animoto (1) Anna LaBenz (1) Annagreta Jacobson (1) Apps (1) Arizona Daily Sun (1) Arizona University (1) Arizona Western College (1) Ask the Experts (1) Bequests (1) Bill Ferris (1) Blink (1) Bloomerang (1) Boot Camp (1) Boudros (1) Branding (1) Broadway (1) CAN-SPAM (1) CN Tower EdgeWalk (1) CPB (1) Career Change (1) Case (1) Center on Philanthropy (1) Certified Fund Raising Executive (1) Charity Channel (1) Cheerleaders (1) Children (1) Chris Adams (1) Church (1) City Council (1) Cleveland (1) Cold Call (1) Colorado (1) Commission (1) Community Service (1) Compensation (1) Cook (1) Corporate Giving (1) Credential (1) Credentialing (1) Dan Coughlin (1) Data (1) Dating Game (1) Dave Ferris (1) Dave Tinker (1) Desert (1) Dharmesh Vora (1) Discovery Channel Telescope (1) Domestic Violence Shelter (1) Donald Sutherland (1) Donation (1) Douglas Adams (1) Dr. Carl Myers (1) Dr. William J. Rugg (1) Ed Renzi (1) Efficiency (1) Elevator Speech (1) Entrepreneur Magazine (1) FM (1) FTC (1) Family (1) Fan Pages (1) Farm (1) Fast Food Nation (1) Feasibility Study (1) Feedback (1) Fight Club (1) Flagstaff Community Partnership (1) Flagstaff Shelter Services (1) Flood (1) Flowers (1) Food Bank (1) Foundations (1) Frances McAllister (1) Free (1) Fundraising Effectiveness Project (1) Gallup Q12 (1) Ginny Z. Berson (1) Girl Scouts (1) Giving USA (1) Goldilocks Proposals (1) Granite Mountain Hotshots (1) Grant Writing (1) Grants (1) Grants Step by Step (1) Hash House A Go Go (1) Hawaii (1) Healthcare (1) Hey Eleanor (1) Hiring (1) Hispanic (1) Homeless (1) Hopi Foundation (1) Hospital (1) Houston (1) IAIA (1) IHQ (1) Identity (1) Immigration (1) In Kind (1) Indiana University (1) JC Patrick (1) JLB Project (1) January (1) Jetpack America (1) Jim Collins (1) Jimmy LaRose (1) KUAT (1) Kaleidoscope (1) Karla Williams (1) Ken Lain (1) KonMari (1) Kristin Taliaferro (1) KristinCoach (1) Latino (1) Lawrence Welk (1) Le Pavillon (1) Legacy (1) Living Social (1) Lodging (1) Los Angeles (1) Lotus of Siam (1) MIP (1) Mabel's on Main (1) Madison (1) Makeover Series (1) Malcolm Brett (1) Malcolm Gladwell (1) Margo Hudson (1) Marshall Rosenberg (1) Mary W. Black (1) Maslow's Hierarchy of Needs (1) McDonalds (1) Meeting Facilitation (1) Methodist (1) Mexican (1) Michael Nilsen (1) Middle East (1) Montessori in the Park (1) Mr Rogers (1) MySpace (1) NAFB (1) NANOE (1) NPR (1) NSU (1) NaNope (1) Nan Bain (1) Navajo (1) Nepal (1) New York (1) News (1) Nietzche (1) Nonviolent Communication (1) Northern Arizona University (1) Organizational Readiness (1) Orlando (1) PMDMC (1) PRPD (1) Pacifica (1) Parade (1) Partners in Recognition (1) Paul Helford (1) Philanthropist (1) Pittsburgh (1) Plenary Speaker (1) Politics (1) Porgy and Bess (1) Prezi (1) Proposal (1) Publications (1) Quentin Lee (1) Questions (1) Racial Profiling (1) Raku (1) Review (1) Rick Swanson (1) River City Grill (1) Riverwalk (1) Robbe Healey (1) Robert Kiyosaki (1) Ronald McDonald House (1) Rose Marie Ferris (1) SB1070 (1) SEO (1) SWOT (1) San Antonio (1) Scottsdale (1) Service (1) Serving Your Community (1) Shared History (1) Soroptimists (1) Speaker (1) Sponsors (1) Sponsorship (1) Spring (1) Stephen Hawking (1) Stereotypes (1) Steve Ferris (1) Strategic Thinking (1) Super Size me (1) Sweets Raku (1) Taco Trucks (1) Target Marketing (1) Team (1) Teamwork (1) Television (1) Teri Sanders (1) Texas (1) Thanksgiving (1) Tim Burcham (1) Timothy Sandoval (1) Toolkit (1) Toronto (1) Tough (1) Tough Economy (1) Train (1) Tucson (1) Tweets (1) United President's Club (1) Vernon Kahe (1) WBAI (1) Watters Garden Center (1) Whitney Anderson (1) WikiHow (1) Wills (1) Wisconsin Public Television (1) Women's March on Washington (1) Woodford Reserve (1) Yarnell (1) Yarnell Fire (1) Year in review (1) Year of the Sheep (1) Yellow Pages (1) administration (1) adventures (1) assessment (1) beliefs (1) birthday (1) board of governors (1) board service (1) breaking up (1) brochures (1) budget cuts (1) business practices (1) career satisfaction (1) cats (1) cliques (1) community radio (1) crisis (1) difficult people (1) dinner parties (1) diverse communities (1) donor focused (1) donor pyramid (1) election 2016 (1) end of relationship (1) essay (1) federal funding (1) firefighters (1) for profit (1) high school (1) hotels (1) inspiration (1) jetpack (1) job seeking (1) keynote (1) lemons (1) live your dream (1) loss (1) memory (1) mentoring (1) millennials (1) monthly giving (1) motivation (1) multicultural (1) nomination (1) oklahoma city (1) organizational culture (1) outstanding professional (1) peoria (1) personal (1) potlucks (1) receptions (1) recognition (1) red flags (1) remembrance (1) sales (1) san francisco (1) scholarships (1) science (1) setbacks (1) star thrower (1) starfish (1) sustaining members (1) tempe (1) thirtysomething (1) three cups of tea (1) to do (1) transformational (1) volunteers (1) wildland fire (1) winslow (1)