Newspaper article News Mail Bundaberg Qld.

What Would Make You Happy? Finding the Best Solution

Newspaper article News Mail Bundaberg Qld.

What Would Make You Happy? Finding the Best Solution

Article excerpt

IS THE customer always right, even when they're wrong? You betchya.

Our job is to make them feel they are right, regardless, and work on the solution rather than the issue.

When I was first starting out in retail, my manager taught me to look for those coming in with returns or who looked unhappy.

Maybe being the junior, that was my job.

Lucky for me, this wasn't the case - he was teaching me a valuable lesson about helping people solve their problems, so the next time they wanted to buy something it was me they came to.

Whenever I saw someone coming in with a faulty toaster I'd hightail it over to them, listen courteously, copped any abuse (I knew it wasn't directed at me personally) then simply, with sincerity, say these five words: "What would make you happy?"

They had nowhere to go but tell me exactly what would make them happy and, you guessed it, I just did as they asked. Simple stuff. These five words and your actions after determine if you have a customer for life. …

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