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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.

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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:

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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.

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Previous Thursday Column: From Mistake to Marvel.

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Last Updated on August 20, 2018

Quit Your Job If You Don’t Like It, No Matter What

Quit Your Job If You Don’t Like It, No Matter What

Do you know that feeling? The one where you have to wake up to go to your boring 9-5 job to work with the same boring colleagues who don’t appreciate what you do.

I do, and that’s why I’ve decided to quit my job and follow my passion. This, however, requires a solid plan and some guts.

The one who perseveres doesn’t always win. Sometimes life has more to offer when you quit your current job. Yes, I know. It’s overwhelming and scary.

People who quit are often seen as ‘losers’. They say: “You should finish what you’ve started”.

I know like no other that quitting your job can be very stressful. A dozen questions come up when you’re thinking about quitting your job, most starting with: What if?

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“What if I don’t find a job I love and regret quitting my current job?”
“What if I can’t find another job and I get in debt because I can’t pay my bills?”
“What if my family and friends judge me and disapprove of the decisions I make?”
“What if I quit my job to pursue my dream, but I fail?

After all, if you admit to the truth of your surroundings, you’re forced to acknowledge that you’ve made a wrong decision by choosing your current job. But don’t forget that quitting certain things in life can be the path to your success!

One of my favorite quotes by Henry Ford:

If you always do what you’ve always done, you’ll always get what you’ve always got.

Everything takes energy

Everything you do in life takes energy. It takes energy to participate in your weekly activities. It takes energy to commute to work every day. It takes energy to organize your sister’s big wedding.

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Each of the responsibilities we have take a little bit of our energy. We only have a certain amount of energy a day, so we have to spend it wisely.  Same goes for our time. The only things we can’t buy in this world are time and energy. Yes, you could buy an energy drink, but will it feel the same as eight hours of sleep? Will it be as healthy?

The more stress there is in your life, the less focus you have. This will weaken your results.

Find something that is worth doing

Do you have to quit every time the going gets touch? Absolutely not! You should quit when you’ve put everything you’ve got into something, but don’t see a bright future in it.

When you do something you love and that has purpose in your life, you should push through and give everything you have.

I find star athletes very inspiring. They don’t quit till they step on that stage to receive their hard earned gold medal. From the start, they know how much work its going to take and what they have to sacrifice.

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When you do something you’re really passionate about, you’re not in a downward spiral. Before you even start you can already see the finish line. The more focus you have for something, the faster you’ll reach the finish.

It is definitely possible to spend your valuable time on something you love and earn money doing it. You just have to find out how — by doing enough research.

Other excuses I often hear are:

“But I have my wife and kids, who is going to pay the bills?”
“I don’t have time for that, I’m too busy with… stuff” (Like watching TV for 2 hours every day.)
“At least I get the same paycheck every month if I work for a boss.”
“Quitting my job is too much risk with this crisis.”

I understand those points. But if you’ve never tried it, you’ll never know how it could be. The fear of failure keeps people from stepping out of their comfort zone.

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I’ve heard many people say, “I work to let my children make their dream come true”. I think they should rephrase that sentence to: “I pursue my dreams — to inspire and show my children anything is possible.” 

Conclusion

Think carefully about what you spend your time on. Don’t waste it on things that don’t brighten your future. Instead, search for opportunities. And come up with a solid plan before you take any impulsive actions.

Only good things happen outside of your comfort zone.

Do you dare to quit your job for more success in life?

Featured photo credit: Unsplash via unsplash.com

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