We often resist the demands of our customers because we see them as just that, “demands”, not “opportunities to serve”. Now I am not suggesting that customers can’t be demanding. They are. They can also be unreasonable or pushy in trying to get their way. They have the power to make or break our companies and they know it. But from a human perspective, all any of us really want is the chance to be heard, to feel valued, and maybe even to have a small victory for the day because on so many days, we’re fighting uphill battles.
As managers, it’s our job to encourage our employees to surrender the need to be right. Give up the need to win. Relinquish control. When our employees see the relationship between the organization and the customer as being less adversarial and more cooperative, it puts them in the service frame of mind. It frees up their energy to be creative problem solvers, and it gives them a more peaceful heart with which to serve other customers.
[tweetthis]Remind employees that they can choose to see giving in to our customers’ demands as surrendering to the customer or surrendering to service.[/tweetthis] Personally, I like the idea of surrendering to service and I think your employees will too if encouraged to view it this way.
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How do you handle demanding customers in your company?