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 7 Powerful Steps to Achieve Career Success 2 The Savvy Employees Guide to Asking for a Raise 3 How to Master the Art of Stress Free Work 4 23 Things to Keep in Mind When Preparing for an Interview 5 20 Critical Skills to Add to Resume (For All Types of Jobs)

Read Next

Advertising
Advertising
Advertising

Last Updated on December 3, 2019

7 Powerful Steps to Achieve Career Success

7 Powerful Steps to Achieve Career Success

I often hear people say, “I want to be successful but don’t know where to start” or “I’ve achieved career success yet I’m not happy.” And then I ask, “what does career success mean to you?” And many have a hard time articulating their response with much conviction.

It’s common that people lack clarity, focus, and direction. And when you layer on thoughts and actions that are misaligned with your values, this only adds to your misdirected quest to achieve your career success.

A word of caution. It’s going to take some time for you to think about and work on your own path for career success. You need to set aside time and be intentional about the steps you take to achieve career success. In my opinion, this step-by-step guide is apart of your life philosophy.

1. Define Career Success for Yourself

Pause. Give yourself time and space for self-reflection.

What does career success mean to you?

This is about defining your career success:

  • Not what you think you ‘should’ do
  • Not what people may think of you
  • Not adjusting to friends and family’s judgements
  • Not taking actions based on societal or community norms

“A flower does not think of competing to the flower next to it. It just blooms” – Zen Shin

When you strip away all your external influences and manage your inner critic, what are you left with? You need to define career success that best suits your life situation.

There’s no fixed answer. Everyone is different. Your answer will evolve and be impacted by life events. Here are a few examples of career success:

Advertising

  • Work-life balance
  • Opportunities for growth and advancement
  • Feeling valued that my contributions had an impact

Now even as you reflect on the examples above, the descriptions are not specific enough. You’ve got to take it deeper:

  • What do you mean by work-life balance?
  • What do you consider to be opportunities for growth and advancement?
  • How do you like to be recognized for your work? How do you know if your contributions have had an impact?

Let’s take a look at some potential responses to the questions above:

  • I want more time with my family, and less stress at work
  • I want increased responsibilities, to manage a team, a higher income, and the prestige of working at a certain level in the company
  • I’d like my immediate leader to send me a thank-you note or take me out for coffee to genuinely express her or his gratitude. I’ll know I’ve made an impact if I get feedback from my coworkers, leaders and other stakeholders.

Further questions to reflect on to help narrow the focus for the above responses:

  • What are some opportunities that can help you get traction on getting more time with your family? And decrease your stress at work?
  • What’s most important for you in the next 12 months?
  • What’s the significance of receiving others’ feedback?

Now, I’m only scratching the surface with these examples. It takes time to do the inner work and build a solid foundation.

Start this exercise by first asking what career success means to you and then ask yourself meaningful questions to help you dig deeper.

What types of themes emerge from your responses? What keywords or phrases keep coming up for you?

2. Know Your Values

Values are the principles and beliefs that guide your decisions, behaviors and actions. When you’re not aligned with your values and act in a way that conflicts with your beliefs, it’ll feel like life is a struggle.

There are simple value exercises that can help you quickly determine your core values. This one designed by Carnegie Mellon University can help you discover your top 5 values.[1]

Once you have your top 5 values keep them visible. Your brain needs reminders that these are your top values. Here are some ways to make them stick:

Advertising

  • Write them on cue cards or notes and post it in your office
  • Take a picture of your values and use it as a screensaver on your phone
  • Put the words on your fridge
  • Add the words on your vision board

Where will your value words be placed in your physical environment so that you have a constant reminder of them?

3. Define Your Short-Term and Long-Term Goals

When writing your short-term and long term life goals, use the SMART framework – Specific Measurable, Attainable, Relevant, and Time-bound. Treat this as a brainstorming exercise. Your potential and possibilities are limitless.

How you define short-term and long-term is entirely up to you. Short-term can be 30 days, 90 days, or 6 months. Maybe long-term goals are 4 months, 1 year, or 10 years.

Here are a few self-reflection questions to help you write your goals:[2]

  • What would you want to do today if you had the power to make it the way you want?
  • If no hurdles are in the way, what would you like to achieve?
  • If you have the freedom to do whatever you want, what would it be?
  • What type of impact do you want to have on people?
  • Who are the people you most admire? What is it about them or what they have that you’d want for your life or career?
  • What activities energize you? What’s one activity you most love?

Remember to revisit your core values as you refine yours goals:

  • Are your goals in or out of alignment with your core values?
  • What adjustments do you need to make to your goals? Maybe some of your goals can be deleted because they no longer align with your values.
  • How attainable are your goals? Breakdown your goals into digestible pieces.
  • Do your short-term goals move you towards attaining your long-term goals?

Get very clear and specific about your goals. Think about an archer – a person who shoots with a bow and arrows at a target. This person is laser focused on the target – the center of the bullseye. The target is your goal.

By focusing on one goal at a time and having that goal visible, you can behave and act in ways that will move you closer to your goal.

4. Determine Your Top Talents

What did you love doing as a kid? What made these moments fun? What did you have a knack for? What did you most cherish about these times? What are the common themes?

What work feels effortless? What work do you do that doesn’t seem like work? Think about work you can lose track of time doing and you don’t even feel tired of it.[3]

Advertising

What are your desires? Try it out. Experiment. Take action and start. How can you incorporate more of this type of work into your daily life?

What themes emerge from your responses? How do your responses compare to your responses from the values exercise and your goals?

What do you notice?

5. Identify ‘Feeling’ Words You Want to Experience

Do you have tendencies to use your head or heart to make decisions?

I have a very strong tendency to make rational, practical, and fact-based decisions using my head. It’s very rare for me to make decisions using my emotions. I was forced to learn how to make more intuitive decisions by listening to my gut when I was struggling with pivotal life decisions. I was forced to feel and listen to my inner voice to make decisions that feel most natural to me. This was very unfamiliar to me, however, it expanded my identity.

Review this list of Feeling Words. Use the same technique you use for the values exercise to narrow down how you want to feel.

Keep these words visible too!

Review your responses. What do you observe? What insights do you gain from these responses and those in the above steps?

6. Be Willing to Sit with Discomfort

Make career decisions aligned with your values, goals, talents and feelings. This is not for the faint hearted. It takes real work, courage and willingness to cut out the noise around you. You’ll need to sit with discomfort for a bit until you build up your muscle to hit the targets you want.

Advertising

Surround yourself with a supportive network to help you through these times.

“These pains you feel are messengers. Listen to them” – Rumi

7. Manage Your Own Career

Not to be cynical, but no one can make you happy but yourself. If you don’t take control of your career and manage it like your own business – no one will.

Discern between things that you can control and what you can’t control. For example, you may not be able to control who gets a promotion. However, you can control how you react to it and what you’ve learned about yourself in that situation.

Summing Up

For many who have gone through a career change or been impacted by life events, these steps may seem very basic. However, it’s sometimes the basics that we forget to do. The simple things and moments can edge us closer to our larger vision for ourselves.

Staying present and appreciating what you have today can sometimes help you achieve your long-term goals. For example, if you’re always talking about not having enough time and wanting work-life balance, think about what was good in your work day? Maybe you took a walk outside with your co-workers. This could be a small step to help you reframe how you can attain work-life balance.

Remember to take time for yourself. Hit pause, notice, observe and reflect to achieve career success by getting deliberate and intentional:

  1. Define Career Success for Yourself
  2. Know Your Values
  3. Define Your Short-Term and Long-Term Life and Goals
  4. Determine Your Top Talents
  5. Identify ‘Feeling’ Words You Want to Experience
  6. Be Willing to sit with Discomfort
  7. Manage Your Own Career

“When you stop chasing the wrong things you give the right things a chance to catch you.” – Lolly Daskal

Good luck and best wishes always!

More Tips on Advancing Your Career

Featured photo credit: rawpixel via unsplash.com

Reference

Read Next