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"Etiquette is not about being 'stuffy.' It's about putting yourself forward in the best possible way, using courtesy and respect for others as your guide, while still allowing your own personality to shine!"
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I help individuals and businesses polish their ability to stand out among their competition.
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etiquette or customer service questions.
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Businesses will often set "policy" for themselves, outlining everything from their hours of operation, method of accepted payment, terms under which refunds will be made, and even manner of acceptable dress ("No shirt, no shoes, no service). They do this to clearly explain what a customer may expect and in part, to protect themselves from continuing hassle or disagreement. Is it necessary for a business to stick to the absolute letter of their policy at all times? Obviously, it depends upon the situation, the people involved, and who is making the final decision. Rudeness on the part of the customer will likely never cause anyone to step outside of their boundaries to help. At the same time, absolute inflexibility for a reasonable accommodation may well lead to a lost customer.
Earlier this year, I went to the main branch of my post office to take care of some business regarding my passport. I had just come from a doctor's appointment where I had learned that the severe back pain I had been experiencing for the past few days was from a dislocated something or other ... and while I didn't yet know it, I was facing the next three days in bed, and yet two more weeks of very slow moving before I started to feel like myself.
So, here I am, having shuffled into the post office at just a few minutes after 9:00 am, when the first thing I see is a sign that informs me passport business is completed between 10:00 am and 3:00 pm. Really? No ....
As I clung to the counter, well aware it was pretty much the only thing keeping me upright at the moment, (ok, I know it sounds overly dramatic, but I really was pathetic) I decided to throw myself on the mercy of the U.S. Post Office. A clerk stepped forward to help me and while he didn't look particularly sympathetic to my request, he said he would check with his supervisor. A few minutes later, he was back ... my passport business was taken care of in record time (sympathy comes in a variety of ways) and I was ready to go -- home to bed.
We both had a time schedule and an agenda, and fortunately, we were able to make things work all the way around.
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Remember...
Policies can be extremely helpful; they tell everyone the guidelines. But guidelines can be expanded when it comes to interacting with customers, especially when there is a valid, understandable reason. Why not help out? Your customer will remember it. At the same time, if you are the customer and a business has gone out of its way to help you, be sure to say thank you. Send a letter, post a compliment on facebook, share the story with friends and colleagues. What goes around, comes around! |
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Would you like to see archived editions of Etiquette Awareness?
Visit my website, here.
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Jodi Blackwood
Business Etiquette & Customer Service Specialist
Speaker & Seminar Leader
"Etiquette is about polishing your approach,
not changing who you are."
mailto:jodi@jodiblackwood.com
360-798-4912
www.jodiblackwood.com
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