Every organization regardless of size, has a reputation for the quality of goods and services it delivers. What quality of customer service do you associate with Eddie Bauer, Nordstrom or Starbucks? Pretty high.

Now what quality of customer service do you associate with your local water company, electric company or the post office? Chances are you rated them lower.

It’s not that the second group fails to give good service. In fact they give excellent service for a very reasonable price.

Think about it. You can drop a letter into any corner mailbox and get it delivered anywhere in the country in a couple of days for the price of a stamp. What would it cost you to personally deliver it?

For a nominal monthly charge you can have water and electricity when you want it, nearly always without fail.

There’s an excellent case made that the second group provides more service, better in the daily in and out, than does the first. If you had to choose, what would you rather give up for a year? Eddie Bauer, Nordstrom and Starbucks, or mail, electricity and water?

The Strategic Planning Institute of Cambridge, after testing thousands of variables in hundreds of organizations, came to a couple conclusions as to why companies like Eddie Bauer, Nordstrom and Starbucks have such an excellent customer service image. One reason is because they do give excellent service. But the second equally important reason they found, is how they handle difficulties for the customer.

Saying “No” Tactfully

When you are dealing with an angry or upset person, you must make a choice. You can either react defensively or aggressively, or you can respond helpfully.

The difficulty in dealing with an upset people (personally or professionally) is that you have two issues in one package–the emotions and the actual problem.

First you must manage the emotional component. Until you have at least a basic level of rapport and communication, they will keep blocking and attacking. For many people the anger will stay largely unresolved (even if they get what they want) unless the connection and communication is re-established.

Then second, you must do what you can, as soon as you can, to resolve the issue which caused the irritation in the first place. Most of the time you have something you must do, and they have something they must handle. The upset is the result of dealing with another persons’ expectations.

Frequently it’s not possible to do exactly what the other person wants. If that is the case, how you tell them “no” can make a huge difference Watch your voice tone, look on your face, gestures, and attitude. All of these have a major impact on how another person receives all messages. Be tactful in your approach and you and they can both win.

The Best of Success to You, Dr. Larry Iverson

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