Advertising
Advertising

How to Drive a Customer Crazy

How to Drive a Customer Crazy

Through most of my corporate work career I’ve been associated with the “hospitality industry:” hotels and resorts and all the amenities they are made of, e.g. restaurants, retail and recreational outlets and the like. The hospitality industry is a labor-intensive one, where the majority of employees do come face-to-face with the customer. Within it, nearly every manager can tell you how they will limp their way through the dreaded monotony of daily pre-shift meetings, sometimes called “the line up.” For most of the hospitality industry the purpose is the same: 10-15 minutes at the beginning of a work shift to keep staff as up-to-date as possible, and in-the-know enough to have a decently savvy stage presence for the customer.

Coming up with engaging conversations for pre-shift was this on-going game with me; I took it on as my own personal challenge to make the 10-15 minutes as entertaining for all of us as possible, while sharing the knowledge everyone needed for the day ahead. If we had to have line up, we may as well enjoy ourselves and learn something useful at the same time.

Advertising

One of my favorite line-up routines was to do a 5-minute brainstorm we called “How to drive a customer crazy.” We talked about what not to do in a way that had most of us rolling in laughter at the possible outrageous scenarios. However it was also very effective in actually speaking out loud those reminders of bad habits we really shouldn’t do. The staff would throw out suggestions that sounded awful, but usually they were possible: They really were big no-no’s, and saying them out loud, even in jest, kept us aware of them enough to keep them at bay.

Here are some samples of what would come up for us:

Advertising

How to Drive a Customer Crazy.

Pretend you haven’t noticed they are there.
Stay in first gear, especially when they are rushing.
Let them overhear your personal phone call, and make no attempt to end it.
Open late. Close early.
Say “That’s not our policy.”
Say “That’s not my job.”
Say “I’m not allowed to do that.”
Say “I have no idea.”
Say “Are you sure that’s what you want?”
Slouch. Chew Gum. Twirl your hair between your fingers.
Give them a blank stare, or worse, roll your eyes.
Fidget distractedly. Appear bored.
Finish whatever other task you have at hand, while they wait for you to attend to them.
Talk story with other employees. Laugh at an “inside joke” they are not privy to.
Speak in a monotone. See how long you can go without smiling.
Be late for their appointment or with their reservation.
Take shortcuts with your service, saying “you don’t really need this part do you?”
Make excuses.
Have a quick comeback for every point they may wish to make with you.
Offer mechanical, routine service that is so uneventful, so ordinary, that they expect to pull a number and listen for you to call out “Next!”
Look at them with open disapproval or impatience.
Speak so softly, or in such a rush, that they need to keep asking “What was that?”
Give them directions so involved or confusing they have to write them down.
Give them “scenic” directions that take them out of their way when they really wanted a shortcut.
Ignore the very young and very old in the group, talking only to the ones you assume are the “responsible ones” – or the paying ones.
Assume that all customers are the same, and you already know what they want.


Is your pet peeve here?
What would you add to the list? What drives you crazy when you’re the customer?

Rosa Say, author of Managing with Aloha, Bringing Hawaii’s Universal Values to the Art of Business and the Talking Story blog.

Advertising

Previous Thursday Column: From Mistake to Marvel.

More by this author

Rosa Say

Rosa is an author and blogger who dedicates to helping people thrive in the work and live with purpose.

12 Rules for Self-Management The Six Basic Needs of Customers What’s the difference between Mission and Vision? 7 Steps for Resolving Customer Complaints Reap Joy from this Thanks – Giving Holiday

Trending in Work

1 10 Huge Differences Between a Boss And a Leader 2 How to Write an Impressive Cover Letter (With Examples) 3 10 Simple Yet Powerful Business Goals to Set This Year 4 How to Start an Online Business That Will Grow and Succeed 5 How to Swiftly Make a Midlife Career Change

Read Next

Advertising
Advertising
Advertising

Last Updated on June 5, 2020

10 Huge Differences Between a Boss And a Leader

10 Huge Differences Between a Boss And a Leader

When you try to think of a leader at your place of work, you might think of your boss — you know, the supervisor in the tasteful office down the hall.

However, bosses are not the only leaders in the office, and not every boss has mastered the art of excellent leadership. Maybe the best leader you know is the co-worker sitting at the desk next to yours who is always willing to loan out her stapler and help you problem solve.

You see, a boss’s main priority is to efficiently cross items off of the corporate to-do list, while a true leader both completes tasks and works to empower and motivate the people he or she interacts with on a daily basis.

A leader is someone who works to improve things instead of focusing on the negatives. People acknowledge the authority of a boss, but people cherish a true leader.

Puzzled about what it takes to be a great leader? Let’s take a look at the difference between a boss and a leader, and why cultivating quality leadership skills is essential for people who really want to make a positive impact.

1. Leaders Are Compassionate; Bosses Are Cold

It can be easy to equate professionalism with robot-like impersonal behavior. Many bosses stay holed up in their offices and barely ever interact with staff.

Even if your schedule is packed, you should always make time to reach out to the people around you. Remember that when you ask someone to share how they are feeling, you should be prepared to be vulnerable and open in your communication as well.

Does acting human at the office sound silly? It’s not.

A lack of compassion in the office leads to psychological turmoil, whereas positive connection leads to healthier staff.[1]

If people feel that you are being open, honest, and compassionate with them, they will feel able to approach your office with what is on their minds, leading to a more productive and stress-free work environment.

Advertising

2. Leaders Say “We”; Bosses Say “I”

Practice developing a team-first mentality when thinking and speaking. In meetings, talk about trying to meet deadlines as a team instead of using accusatory “you” phrases. This makes it clear that you are a part of the team, too, and that you are willing to work hard and support your team members.

Let me explain:

A “we” mentality shifts the office dynamic from “trying to make the boss happy” to a spirit of teamwork, goal-setting, and accomplishment.

A “we” mentality allows for the accountability and community that is essential in the modern-day workplace.

3. Leaders Invest in People; Bosses Use People

Unfortunately, many office climates involve people using others to get what they want or to climb the corporate ladder. This is another example of the “me first” mentality that is so toxic in both office environments and personal relationships.

Instead of using others or focusing on your needs, think about how you can help other people grow.

Use your building blocks of compassion and team-mentality to stay attuned to the needs of others and note the areas in which you can help them develop. A great leader wants to see his or her people flourish.

Make a list of ways you can invest in your team members to help them develop personally and professionally, and then take action!

4. People Respect Leaders; People Fear Bosses

Earning respect from everyone on your team will take time and commitment, but the rewards are worth every ounce of effort.

A boss who is a poor leader may try to control the office through fear and bully-like behavior. Employees who are petrified about their performance or who feel overwhelmed and stressed by unfair deadlines are probably working for a boss who uses a fear system instead of a respect system.

Advertising

What’s the bottom line?

Work to build respect among your team by treating everyone with fairness and kindness. Maintain a positive tone and stay reliable for those who approach you for help.

5. Leaders Give Credit Where It’s Due; Bosses Only Take Credit

Looking for specific ways to gain respect from your colleagues and employees? There is no better place to start than with the simple act of giving credit where it is due.

Don’t be tempted to take credit for things you didn’t do, and always go above and beyond to generously acknowledge those who worked on a project and performed well.

You might be wondering how you can get started:

  • Begin by simply noticing which team member contributes what during your next project at work.
  • If possible, make mental notes. Remember that these notes should not be about ways in which team members are failing, but about ways in which they are excelling.
  • Depending on your leadership style, let people know how well they are doing either in private one-on-one meetings or in a group setting. Be honest and generous in your communication about a person’s performance.

6. Leaders See Delegation as Their Best Friend; Bosses See It as an Enemy

If delegation is a leader’s best friend, then micromanagement is the enemy.

Delegation equates to trust, and micromanagement equates to distrust. Nothing is more frustrating for an employee than feeling that his or her every movement is being critically observed.

Encourage trust in your office by delegating important tasks and acknowledging that your people are capable, smart individuals who can succeed!

Delegation is a great way to cash in on the positive benefits of a psychological phenomenon called the self-fulfilling prophecy. In a self-fulfilling prophecy, a person’s expectations of another person can cause the expectations to be fulfilled.[2]

In other words, if you truly believe that your team member can handle a project or task, he or she is more likely to deliver.

Advertising

You can learn more about how to delegate in my other article: How to Delegate Work (the Definitive Guide for Successful Leaders).

7. Leaders Work Hard; Bosses Let Others Do the Work

Delegation is not an excuse to get out of hard work. Instead of telling people to go accomplish the hardest work alone, make it clear that you are willing to pitch in and help with the most difficult tasks when the need arises.

Here’s the deal:

Showing others that you work hard sets the tone for your whole team and will spur them on to greatness.

The next time you catch yourself telling someone to “go,” a.k.a accomplish a difficult task alone, change your phrasing to “let’s go,” showing that you are totally willing to help and support them.

8. Leaders Think Long-Term; Bosses Think Short-Term

A leader who only utilizes short-term thinking is someone who cannot be prepared or organized for the future. Your colleagues or staff members need to know that they can trust you to have a handle on things not just this week, but next month or even next year.

Display your long-term thinking skills in group talks and meetings by sharing long-term hopes or concerns. Create plans for possible scenarios and be prepared for emergencies.

For example, if you know that you are losing someone on your team in a few months, be prepared to share a clear plan of how you and the remaining team members can best handle the change and workload until someone new is hired.

9. Leaders Are Like Colleagues; Bosses Are Just Bosses

Another word for a colleague is a collaborator. Make sure your team knows that you are “one of them” and that you want to collaborate or work side by side.

Not getting involved in the going ons of the office is a mistake because you will miss out on development and connection opportunities.

Advertising

As our regular readers know, I love to remind people of the importance of building routines into each day. Create a routine that encourages you to leave your isolated office and collaborate with others. Spark healthy habits that benefit both you and your co-workers.

10. Leaders Put People First; Bosses Put Results First

Bosses without crucial leadership training may focus on process and results instead of people. They may stick to a pre-set systems playbook, even when employees voice new ideas or concerns.

Ignoring people’s opinions for the sake of company tradition like this is never truly beneficial to an organization.

Here’s what I mean by process over people:

Some organizations focus on proper structures or systems as their greatest assets instead of people. I believe that people lend real value to an organization, and that focusing on the development of people is a key ingredient for success in leadership.

Final Thoughts

Learning to be a leader is an ongoing adventure.

This list of differences makes it clear that, unlike an ordinary boss, a leader is able to be compassionate, inclusive, generous, and hard-working for the good of the team.

Instead of being a stereotypical scary or micromanaging-obsessed boss, a quality leader is able to establish an atmosphere of respect and collaboration.

Whether you are new to your work environment or a seasoned administrator, these leadership traits will help you get a jump start so that you can excel as a leader and positively impact the people around you.

For more inspiration and guidance, you can even start keeping tabs on some of the world’s top leadership experts. With an adventurous and positive attitude, anyone can learn good leadership.

More About Leadership

Featured photo credit: Brooke Lark via unsplash.com

Reference

Read Next