{"id":9048,"date":"2017-08-25T22:03:32","date_gmt":"2017-08-26T02:03:32","guid":{"rendered":"http:\/\/www.beliefnet.com\/columnists\/blissblog\/?p=9048"},"modified":"2017-08-25T22:10:18","modified_gmt":"2017-08-26T02:10:18","slug":"come-from-the-hart","status":"publish","type":"post","link":"https:\/\/www.beliefnet.com\/columnists\/blissblog\/2017\/08\/come-from-the-hart.html","title":{"rendered":"Come From the HART in Customer Service"},"content":{"rendered":"

\"customer<\/a><\/p>\n

Today while speaking with a co-worker, we were reflecting on the ways in which we handle difficult clientele. I laughingly shared a story with her about a time when I was working in a psychiatric hospital and a patient was lashing out angrily as he hurled curses across the desk. Although I could feel my own ire rising, I took a deep breath and responded as calmly as I could, “I don’t get paid well enough to get cursed out by you. Knock it off.” He volleyed back, “Then maybe you should get another job.” I \u00a0responded, “Remember that I am the gatekeeper who helps with your discharge, please be nice to me.” And I added, “I’m speaking to you respectfully. I ask that you do the same.” \u00a0He harrumphed his way out the door\u00a0but returned the next day and apologized for his behavior. I accepted and we started anew.<\/p>\n

Over the years, there have been blessedly few altercations with those I have served as a therapist. Sometimes there is a gap between what they expect of me and what I am able and willing to deliver. My intention is always to empower and not enable clients, guiding them to make personally positive and pro-social choices. I sometimes fall short and need to re-evaluate my interactions with them.<\/p>\n

An adage is that we do business with those we ‘know, like and trust’.<\/p>\n

My co-worker used to work for \u00a0Jamba Juice. When in training she said they learned an acronym to help resolve conflicts.<\/p>\n

Hear<\/strong><\/p>\n

Acknowledge<\/strong><\/p>\n

Repair<\/strong><\/p>\n

Thank<\/strong><\/p>\n

If someone is disgruntled, chances are, they just want to be heard. There is something amiss, a disappointment or challenge, so saying, “I hear you,” is a step in the right direction. Active listening<\/a>\u00a0is one key to allowing for the speaker to be attended to and feel respected.<\/p>\n

Acknowledging that not getting needs met can be frustrating and even going so far as saying, “If I were in your position, I might feel the way you do,” could defuse the emotion.<\/p>\n

Making amends and finding a way of accommodating the person’s needs could satisfy their desires that went unmet in the first place.<\/p>\n

Expressing gratitude for their business seals the deal.<\/p>\n

Marilyn Suttle and Lori Jo Vest wrote a book called Who’s Your Gladys?<\/a>\u00a0which focuses on being customer service oriented. Marilyn had been a guest on my radio show called It’s All About Relationships<\/a> a few years ago and in it, she expressed the importance of knowing and meeting each client\/consumer’s unique needs. I think of it as a dance of relationship that is sometimes graceful and at other times, we find ourselves doing our best to avoid stepping on each other’s toes.<\/p>\n

To maintain a business, regardless of the field, it is crucial to come from the heart (hart) and keep the customer satisfied.<\/p>\n