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Get Exceptional Service Every Time, Without Paying for it

Get Exceptional Service Every Time, Without Paying for it
Service

Is there anyone out there who has at one time or another received bad service at a restaurant? Hotel? Airline? Bank? What about having had a bad run-in with a taxi driver, travel agent, contractor, insurance adjustor or doctor? Oh, come on, who hasn’t, except maybe someone who lives out on a mountaintop?

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Wouldn’t it be nice if you received great service every time and never had to pay extra for it? This is not only possible – it is likely if you go about it the right way.

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The key to getting great service is to be a great guest. This does not mean reversing the roles with the service provider. It involves being able to relate to people in a way that helps them become the best at what they do. It boils down to respect.

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The following nine ways of getting exceptional service do not require paying extra money or having to expend huge efforts learning something new. They do require you to be somewhat ‘in the moment’ with the person you are dealing with. Take an interest in who they are and show an above average level of respect for them and their interests. Do that, and many of them will bend over backwards to help you with whatever it is you want them to do for you. The extras you receive in terms of service quality won’t cost you a dime.

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  1. Go at off peak times. Showing up at a popular restaurant or other place at its busiest time makes it harder to get as much personal service as during quieter times. Few establishments staff their peak times as well as they would like to, so the service providers are often stretched quite thin. During quiet times, you can often get extraordinary service simply by keeping the person interested. If you do show up at a hotel or airport check-in counter at a peak time, you can still get great service but it usually involves being more organized than otherwise so that the service provider can meet your needs efficiently.
  2. Make it personal – refer to people by their name. With few exceptions, addressing a person by his or her first name is the best approach. Check for a name badge or simply ask. If you are in a situation where you are not sure of the preferred protocol (first name, last name, doctor, etc.), simply ask the person for his or her preference.
  3. Give a damn – smile and ask them how they are doing. This simple gesture can make a big difference with almost anyone and at any time, whether at an empty restaurant or crowded doctor’s office.
  4. Become a regular or let them know you are a first timer. A typical business has a number of regular customers they care about. This might not be a big deal for the passport office where you might only show once every five years. It is certainly true for restaurants if you take at least one meal per week there, or hotels you stay at a few times per year. Most businesses love their regular clientele and will go out of their way to keep them happy. Service providers get to know you and your preferences. Things tend to go more smoothly the better they know you. First timers also seem to get better service if they let the service provider know this is their first visit. Like most people, service providers will usually make an extra effort to make a good first impression.
  5. Check online reviews. You can match your service expectations to what you see in the reviews. Most reviews will mention something about service aspects so you won’t come completely unprepared for the service you receive. If something is a little off, you can mention what you saw in the reviews.
  6. Be knowledgeable – being disorganized or indecisive does not help. Service providers are not mind readers. If you can clearly articulate your needs and interests to them, this makes it much easier for them to give you great service. Whether you are talking to your doctor, the person handling your airline reservation, or giving your destination to a taxi driver, having the relevant specific information handy can make a big difference.
  7. Use proper etiquette and appropriate protocol. A round peg fits into a round hole better than a square one does. Even if a great fit can not be made, by attempting to match protocols and use proper etiquette, you can make your interaction with the service provider go much more smoothly.
  8. Engage the management where appropriate– before, during and after your engagement with the service provider. This should not be confined only to situations where there is a problem. In some cases, follow up letters can be a great aid in improving service. If you mention to your service provider that you are thinking of writing a follow up letter to management and would like the contact information to address some sort of problem, you will likely get his or her attention. To make it positive, suggest that you would like to highlight the good points, while also addressing how the problem (if there was one) is being handled. If you are spending considerable time with your service provider, such as during a long voyage, and have time to write during the trip, show the draft and ask for additional input. Offer to send them a copy of the letter you are sending the CEO, manager, etcetera so that the person is kept in the loop.
  9. Greet them in their own language, especially if you are visiting them in their country. Let’s take a page from the book of linguist (and creator of an online English language program Thelinguist.com ) Steve Kaufmann. He speaks nine languages fluently and suggests that when in Rome, you don’t need to speak Latin, but at least try a little Italian. Opening a conversation with someone in their own language, no matter how awkward it may seem at the time, will go a long way to establishing an interest on the part of the service provider in helping you with your needs.

Try these things out and in less time than it takes to locate your lost luggage, you will have become an expert at receiving exceptional service, without having to reach into your pockets for extra cash. Do you have any additional tips? Please let us know.

Peter Paul Roosen and Tatsuya Nakagawa are co-founders of Atomica Creative Group, a specialized strategic product marketing firm. Through leading edge insight and research, sound strategic planning and effective project management, Atomica helps companies achieve greater success in bringing new products to market and in improving their existing businesses. They have co-authored Overcoming Inventoritis now available.

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Last Updated on November 19, 2020

The Gentle Art of Saying No for a Less Stressful Life

The Gentle Art of Saying No for a Less Stressful Life

It’s a simple fact that you can never be productive if you take on too many commitments—you simply spread yourself too thin and will not be able to get anything done, at least not well or on time. That’s why the art of saying no can be a game changer for productivity.

Requests for your time are coming in all the time—from family members, friends, children, coworkers, etc. To stay productive, minimize stress, and avoid wasting time, you have to learn the gentle art of saying no—an art that many people have problems with.

What’s so hard about saying no? Well, to start with, it can hurt, anger, or disappoint the person you’re saying “no” to, and that’s not usually a fun task. Second, if you hope to work with that person in the future, you’ll want to continue to have a good relationship with that person, and saying “no” in the wrong way can jeopardize that.

However, it doesn’t have to be difficult or hard on your relationship. Here’s how to stop people pleasing and master the gentle art of saying no.

1. Value Your Time

Know your commitments and how valuable your precious time is. Then, when someone asks you to dedicate some of your time to a new commitment, you’ll know that you simply cannot do it.

Be honest when you tell them that: “I just can’t right now. My plate is overloaded as it is.” They’ll sympathize as they likely have a lot going on as well, and they’ll respect your openness, honesty, and attention to self-care.

2. Know Your Priorities

Even if you do have some extra time (which, for many of us, is rare), is this new commitment really the way you want to spend that time?

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For example, if my wife asks me to pick up the kids from school a couple of extra days a week, I’ll likely try to make time for it as my family is my highest priority. However, if a coworker asks for help on some extra projects, I know that will mean less time with my wife and kids, so I will be more likely to say no. 

However, for others, work is their priority, and helping on extra projects could mean the chance for a promotion or raise. It’s all about knowing your long-term goals and what you’ll need to say yes and no to in order to get there. 

You can learn more about how to set your priorities here.

3. Practice Saying No

Practice makes perfect. Saying “no” as often as you can is a great way to get better at it and more comfortable with saying the word[1].

Sometimes, repeating the word is the only way to get a message through to extremely persistent people. When they keep insisting, just keep saying no. Eventually, they’ll get the message.

4. Don’t Apologize

A common way to start out is “I’m sorry, but…” as people think that it sounds more polite. While politeness is important when you learn to say no, apologizing just makes it sound weaker. You need to be firm and unapologetic about guarding your time.

When you say no, realize that you have nothing to feel bad about. You have every right to ensure you have time for the things that are important to you. 

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5. Stop Being Nice

Again, it’s important to be polite, but being nice by saying yes all the time only hurts you. When you make it easy for people to grab your time (or money), they will continue to do it. However, if you erect a wall or set boundaries, they will look for easier targets.

Show them that your time is well guarded by being firm and turning down as many requests (that are not on your top priority list) as possible.

6. Say No to Your Boss

Sometimes we feel that we have to say yes to our boss—they’re our boss, right? And if we start saying no, then we look like we can’t handle the work—at least, that’s the common reasoning[2].

In fact, it’s the opposite—explain to your boss that by taking on too many commitments, you are weakening your productivity and jeopardizing your existing commitments. If your boss insists that you take on the project, go over your project or task list and ask him/her to re-prioritize, explaining that there’s only so much you can take on at one time.

7. Pre-Empting

It’s often much easier to pre-empt requests than to say “no” to them after the request has been made. If you know that requests are likely to be made, perhaps in a meeting, just say to everyone as soon as you come into the meeting,

“Look, everyone, just to let you know, my week is booked full with some urgent projects, and I won’t be able to take on any new requests.”

This, of course, takes a great deal of awareness that you’ll likely only have after having worked in one place or been friends with someone for a while. However, once you get the hang of it, it can be incredibly useful.

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8. Get Back to You

Instead of providing an answer then and there, it’s often better to tell the person you’ll give their request some thought and get back to them. This will allow you to give it some consideration, and check your commitments and priorities. Then, if you can’t take on the request, try saying no this way:

“After giving this some thought, and checking my commitments, I won’t be able to accommodate the request at this time.”

At least you gave it some consideration.

9. Maybe Later

If this is an option that you’d like to keep open, instead of just shutting the door on the person, it’s often better to just say,

“This sounds like an interesting opportunity, but I just don’t have the time at the moment. Perhaps you could check back with me in [give a time frame].”

Next time, when they check back with you, you might have some free time on your hands. If you need to continue saying no, here are some other ways to do so[3]:

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Saying no the healthy way

    10. It’s Not You, It’s Me

    This classic dating rejection can work in other situations. Don’t be insincere about it, though. Often, the person or project is a good one, but it’s just not right for you, at least not at this time.

    Simply say so—you can compliment the idea, the project, the person, the organization—but say that it’s not the right fit, or it’s not what you’re looking for at this time. Only say this if it’s true, as people can sense insincerity.

    The Bottom Line

    Saying no isn’t an easy thing to do, but once you master it, you’ll find that you’re less stressed and more focused on the things that really matter to you. There’s no need to feel guilty about organizing your personal life and mental health in a way that feels good to you.

    Remember that when you learn to say no, isn’t about being mean. It’s about taking care of your time, energy, and sanity. Once you learn how to say no in a good way, people will respect your willingness to practice self-care and prioritization. 

    More Tips for a Less Stressful Life

    Featured photo credit: Kyle Glenn via unsplash.com

    Reference

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