Two weekends ago, I had the chance to go to Salt Lake City for general conference.
While I was there, I witnessed something I’ve seen many times in my life.
As I was arriving to my hotel downtown, I noticed a man upset with the hotel receptionist because his room had been overbooked. She was very apologetic, trying hard to work with him to fix the situation. The man continued to bark orders at the girl, demanding a room plus a full refund and complimentary future stays.
I’ve been in restaurants before when I’ve been given the wrong order, or I’ve had to wait longer than usual for my food to come out.
It’s frustrating, and sometimes I become impatient. However, I have always tried to make an effort to work with my server and understand the situation as best as I could. Because of this, 99 percent of the time I have left the restaurant happy and satisfied by how I was treated after the situation occurred.
For more than two years, I worked at a local restaurant in Rexburg that prides itself on customer service. There were many days when we would have customers be upset, each for their own reasons.
I always tried to work with a smile, and I appreciated those who were forgiving of our mistakes and tried to understand. These were the customers we helped out the most.
For more than five years now, my mother has worked from home as a reservation agent for Hilton Hotels.
Those who call in and bark the most or are verbally abusive generally receive very little in terms of what is available to them.
Those who are apologetic, understanding and willing to work through the problems usually receive a much better compensation, no matter who is to blame for the problem.
There’s a line between every point A and B.
Your behavior determines the direction of your line. How do you react in these situations? Do you try to be understanding and let whoever is serving you help you in their own way? Or do you get hotheaded and start yelling and demanding they help you?
Many people have, at some point in their life, worked in customer service and can relate to these workers. You might remember the way you felt when they first approached you and the willingness you had to be of service.
But as soon as they start to raise their voice at you or treat you like an inferior, your attitude and willingness to work with them immediately changes.
More times than not, the frustration you might be feeling as a customer is due to a mistake you have made rather than a mistake made by the employee.
Employees are just trying to do their jobs.
There are times that it’s not the customer’s fault, but no matter who is to blame, we are not made to be perfect, and we will make mistakes.
How you react and treat individuals is what will determine whether you get what you want.
You will always be less likely to be helped if you are rude and demanding, so just go ahead, smile and try to be understanding, and you will be helped.