As a small business coach and entrepreneur, I love to read customer service answers to questions that a business's customers actually ask. Here's one that came to my inbox this morning:
Question: Do you take orders over the phone?
Answer: We can take orders over the phone, but we go through the same account creation process that you would go through yourself over the Internet. If you want to phone in your order, we will be happy to help you, but you can do it all from the comfort of your own pc as well!
I don't know about you, but as a customer I'd rather have a “hell, no!” than two “yes, buts” in one answer. It's obvious from the answer that the business REALLY wants their customers to go order by themselves on the Internet, right? But some unwise person in the customer service department tried to wiggle around the answer and ends up sounding off-putting and weaselly. This answer also comes off sounding like the business doesn't REALLY want to be bothered taking your order over the phone. Do you feel welcome to call in an order after you read their answer? I doubt it!
Entrepreneurs need to be mindful of how they say things to customers. Here are two ways to handle this that would built customer loyalty and sound a lot more welcoming to the person who asked the question.
- We offer full-service ordering right from your home computer that is easy to use and available 24/7, even when we're home in bed. We love talking to our customers by phone, we just don't want you to have to wait if our phone lines are all busy. To talk to us directly, call XXX-XXX-XXXX. To place a “never-have-to-wait” order online, go to www.xxxxxxxxx.com.
- We've stopped taking orders by phone and gone to a full-service online ordering system for two reasons. First, you never have to wait to place an order, day or night. And secondly, we decided to eliminate our phone order takers so that we could keep our prices steady. Still, if you ever have a problem with ordering, you can reach customer service online at customerservice@email.com OR call us at XXX-XXX-XXXX. You might have a wait getting someone live on the phone, but we'll help you quickly once you reach us.
I was appalled when I read this Q&A in an actual, real e-zine I received this morning. While it wasn't my question (I'm definitely an online order person, LOL!) I pretty much know that the woman asking the question won't feel any warm fuzzies toward this business. This kind of “yes-but-really-no” answer is called defensive posturing. Defensive posturing NEVER helps build customer relationships. I see small business owners and solo professionals fall into defensive posturing often, but I just know you are a smart entrepreneur and would never, ever do this. Right?
Wow Sue, you got! Customer service is my pet peeve. With so much competition it’s often the only aspect of a business that differentiates you from your competition. Thanks!
Sue, I’ve never heard of the term ‘Defensive Posturing’ – thanks for sharing and I bet we’ve all experienced it. It’s always a good reminder, thank you.
I think this is an interesting conversation. On one hand, I totally get the point about defensive posturing, and I think that the key point for me here is being being energetically congruent with what’s really true for me…the key is knowing what’s true and living as much as possible from that place, so that these kinds of questions don’t cause a flustered, defensive reaction.
This very good post makes me think of something I used to say when still part of the corporate environment; “We have policies and procedures because we don’t have relationships.”
What you are making us think about is what kind of relationship do we need and want for whatever it is that we provide in the world – and to form that relationship in a manner that serves both relationship and expediency.
I LOVE that statement “we have policies and procedures because we don’t have relationships” and I truly believe you are right!
Sue P.
Your answers for the question sound so much more authentic and sincere. As someone who spent many years working in customer service, I’m afraid it is a dying art. Thanks for the eye-opener.
Coming across as non-caring or unresponsive is so easy through email and online communication. Thanks for the reminder to be careful of how we “speak” to our clients and customers.
What a great reminder, Sue! Defensive posturing (whether clients and customers know that term or not) never goes over. We pick it up unconsciously from their words and tone, and realize that the person really doesn’t believe in their own policy.
Linda,
Once a neighbor came to our door and one of our dogs came to the door with me to answer. I asked, “Do you like dogs?” And she said, “OH! I really love dogs” while crossing her arms across her chest and backing down the porch steps. Given that dog weighed only about 15 pounds, I kinda knew she was fibbing, LOL!